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Chartwell’s Mid-Year Utility Insights: Trends Shaping the Industry
Please join us for Chartwell’s round-up of recently published research and insights. This quarter we will feature FRESH research from Chartwell's Industry Billing Survey, along with a look at recen...
Beyond the Bench: Succession Planning and Workforce Continuity in Utility Resilience
As utilities face an aging workforce, evolving risks, and increasing operational complexity, succession planning has become a critical component of organizational resilience. In this webinar, busin...
EMACS Preview: Announcing Chartwell’s 2026 Best Practices Award Winners
Join Chartwell as we announce the winners of this year’s Best Practices Awards and preview this fall’s EMACS – The Customer Experience Conference in Atlanta, Georgia. Find out which U.S. and Canadi...
Hawaiian Electric Elevates Customer Service Through Employee Empowerment
Hawaiian Electric Company is the recipient of Chartwell’s 2025 Gold Award for Excellence in Customer Experience for its Customer Service University (CSU). Despite rising demands and limited resources, CSU was developed as a self-sustaining initiative designed to empower employees to rise beyond meeting expectations to leading with confidence. Although the model originated from necessity, it has been refined through vision and driven by heart. Hawaiian Electric acknowledges its customer service employees are being asked to adapt to new technologies, navigate complex programs, adjust to a rapidly changing landscape, and operate under resource constraints. CSU was designed to bridge these gaps and has proven that a mindful investment in teams not only builds skills, but also constructs a solid organizational future.
Speakers:
Dr. Tanya Diaz-Chong, EdD, MAM, Manager, Customer Service Improvement, Hawaiian Electric
Dr. Tanya has proudly served Hawaiian Electric since 2012, dedicating her career to enhancing the customer experience with Aloha. As Manager of Customer Service Improvement, she leads initiatives in organizational change, learning and development, and strategic program management. Her background spans roles in analytics, finance, operational excellence, and leadership across utility, retail, nonprofit, and construction sectors. She holds a Doctorate in Organizational Change and Leadership from USC, a Master’s in Management, and a Bachelor’s in Business Administration. She also serves as VP of Finance for ATD Hawaii. Outside of work, she loves traveling with my family—next stop: New Zealand—and she’s an avid moviegoer.
Laurel Brooks, Learning and Development Specialist, Hawaiian Electric
Laurel has worked at Hawaiian Electric since 2017 – being born and raised in Hawaii, coming back home after college on the mainland was priority. She has a BA from Southern Illinois University Edwardsville in Speech Communication and an MA from the University of Colorado Boulder in Organizational Communication. At work, she loves driving strategy and getting results through fun and engaging learning that empowers learners and creates great dinner conversation. At home, she loves British cooking shows, yoga, and spending time with her family – including her 5 and 2 year old!
