Director, Customer Care
Carolyn MacKool serves the Authority as Director, Customer Care. Ms. MacKool came to DC Water from DTE Energy where she had served in several capacities since 1989, most recently as Director of Business Process Optimization.
As Director, Customer Services, Ms. MacKool is responsible for fostering productive relationships with internal business partners and external stakeholders in support of the Authority’s strategic mission.
As part of these duties, Ms. MacKool will also be tasked with establishing a comprehensive, quality customer service program based on service level agreements (SLAs), performance metrics and stretch goals with an emphasis on improving the customer experience.
Ms. MacKool holds a Bachelor’s degree in Accounting and Economics from the University of Michigan.