Assistant CEO of the Week

My name is Marsha Bourquin, and I recently stepped out from behind the microphone in System Operations after I was selected for Assistant CEO of the Week. During my time, I learned more about how departments in our co-op work together. 

I started as a system operator 10 years ago, and my department is known as the nerve center of the co-op. We monitor all the substations, track incoming weather systems, dispatch crews to outages and answer trouble calls while monitoring everything on our outage management system.  

We also work to ensure the safety of our crews as they work to provide reliable electricity for our members. As we coordinate crews during restoration work, we also answer phone calls from members across our service territory. 

System Operations is a 24/7 center filled with a dynamic team that works together in an occasionally stressful environment. With safety as our top priority, we strive to provide exceptional service and value to our members. 

I spent my week as Assistant CEO learning how multiple departments work alongside one another to make the co-op better for our members. If you asked me which department or person taught me the most, I couldn’t pick just one. I learned valuable information about the inner workings of the co-op from everyone I met. It became apparent that every department upholds the same commitment to safety and providing exceptional service and value. 

I really enjoyed the board meeting and witnessing first-hand how every member of the board considers our members’ wellbeing and takes decision-making very seriously. 

Another experience that stands out is the time I spent with Jim Galvin, who is our senior vice president of power supply & risk management. I learned how the co-op forecasts power usage, and how our strategy is evolving to secure that power in the upcoming year. Learning about power supply was so enlightening, I never knew how much actually goes into ensuring that we have proper power supply for our members.  

I visited the billing department and sat down with some real money experts. The schedule they maintain to make everything run smoothly is amazing to behold, and they do it all while keeping a great sense of humor. 

While talking with Chris MacIntyre, our vice president of internet services, I learned about our high-speed internet strategy and the challenges involved in delivering it to subscribers. 

I didn’t just listen as I met with people. I turned my time into a brainstorming session. I strategized with colleagues in procurement to discuss how we could improve our tracking system of materials for inventory purposes. 

I worked with leaders in Member Services to identify ways to improve after-hours service, which is when my department assumes responsibility for incoming calls. Together, we focused on ensuring members have access to assistance at any time, any day.

I found my one-on-one chat with CEO Cameron Smallwood interesting as we discussed what the future holds for United. He’s given much thought into how we navigate the road into 2026 and beyond.  

We talked about how quickly technology is evolving. I don’t know about you, but I feel like I am trying to catch up with it daily. I admit, I have to ask my grandchildren questions about some of this new stuff. Smallwood explained what the cooperative is doing to stay ahead of the technology curve and ensure future generations have access to affordable, reliable electricity and high-speed internet.

Though I am now back in the control room of System Operations, I have a better understanding of how folks here at United work together. I plan on using everything I learned to better serve our members.