Lance Brown

Lance Brown, VP of Customer Service Solutions at SEW, is a customer service professional with more than 35 years of experience in the public utility and retail industries. The majority of this experience comes from his career with the Los Angeles Department of Water and Power (LADWP), the largest municipal utility in the United States. He was promoted to director of customer services in 2006 and remained in that position until his retirement in February 2011. As director, he was responsible for the activities of more than 1,500 employees directly involved in providing customer service to more than 1.8 million customers. His areas of responsibility were comprised of the customer contact center and customer service centers; field services including meter reading, field service, and revenue security; and revenue management including billing and collections, remittance processing and mail center operations.

During Lance’s tenure with the LADWP, he was involved in numerous major projects including installing and implementing new interactive voice response systems, new field order deployment systems and upgrades, improvements in meter reading systems, and software and hardware projects for remittance processing and mail center operations. He also belonged to several customer service organizations including the American Public Power Association, the California Municipal Utilities Association, and the Call Center Network Group. Due to his vast customer service knowledge and experience, upon his retirement he was asked to remain, on contract, to provide advisory support for the new customer service information system, a major system upgrade and implementation. Lance graduated from California State University at Northridge. He is dedicated to helping organizations provide excellent customer service.