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Worked at Louisville Water since 2015
For Alicia Overall, a career in customer care is more than answering questions and solving problems. It’s about helping people, both the customers Louisville Water serves and the employees she leads.
“What I enjoy most about my work is developing people and helping teams succeed,” she said. “I’m passionate about creating positive customer experiences, fostering a culture of trust and accountability, and finding ways to make both employees and processes stronger.”
Overall joined Louisville Water as a temporary customer service representative in 2015 and was hired permanently in 2016. She advanced to customer service team lead in 2017 and then customer care supervisor the next year. Earlier customer service and administrative roles with the University of Louisville, UPS in Columbus, Ohio, and Humana helped prepare her to support customers, manage operations, and solve complex challenges.
Along the way, Overall earned an Associate of Applied Science in Business Administration (Management) in 2017. She plans to return to school in January 2027 to complete a Bachelor of Science in Business Administration.
Overall also has studied management and leadership in the context of the water industry. Earlier this year, she graduated from the Water Professionals Leadership Academy, a year-long program created by the Kentucky/Tennessee Section of the American Water Works Association.
Each Leadership Academy cohort includes 16 participants chosen from different utilities through a rigorous application process. During six two-day sessions, participants deepen their understanding of the water sector while honing their leadership and customer care skills. Louisville Water supported Overall’s participation in the program.
The company “has provided me with incredible opportunities to grow as a leader,” she said, “and I’m proud to be part of an organization dedicated to serving our community.”
The fast pace of customer care means every day brings a new challenge. As she supports her team, Overall’s work centers on employee development and exceptional service.
“I am passionate about building positive team cultures and finding opportunities to improve operations,” she shared. “Whether it’s coaching a team member, celebrating success, or supporting someone through a challenge, it’s incredibly rewarding to see others build confidence and reach their goals.”
Some of her favorite Louisville Water memories come from the annual Customer Service Week, when employees “can step away from daily responsibilities and simply connect as a team. I love seeing everyone laugh, smile, and enjoy each other’s company while participating in fun team-building activities. Those moments remind me that while we work hard every day, the relationships we build with one another are what truly make us a team.”
Outside work, Overall enjoys spending time with her husband of 33 years, their three adult children, three dogs, and extended family. She also likes reading, walking her dogs, enjoying cozy evenings at home, relaxing with a good movie, and playing pickleball.
