The Shape of Service | OEC News

By JoMarie Ramsey

A call comes in, the kind that requires patience and a steady voice. In the office next door, Amy McElheny listens and waits. When the moment is right, she steps in.

“Okay, you’ve had your turn,” she says. “Now let me help you.”

That moment, remembered by colleagues, reveals McElhany’s character more than any title could.

Building a Customer-First Culture at OEC

For over 30 years as OEC manager of member service, McElhany shaped not just a department, but the cooperative’s connection to its members. Her approach focused on slowing down, listening, and solving actual problems, not rushing calls or following scripts.

“Her number one priority is to really listen,” said Autumn McMahon, vice president of member engagement.

Listening carefully and actively became the foundation of the department she built.

Adapting Through Growth and Innovation

When McElhany began, member service was simpler. The team and complexity grew. The launch of OEC Fiber added new systems, more questions and increased call volume.

Through it all, McElhany stayed focused on one thing: making sure every person felt heard.

“She made sure she had all the answers before rolling anything out,” McMahon said.

Training the Next Generation of Leaders

“What she has done so well is train our member service associates to take the time to solve the problem instead of just churning through calls,” McMahon said.

That kind of service does not happen by accident.

“She trained us side by side,” Bohon said.

Human-Centered Service in Action

Rather than seeing a caller as a complaint to resolve, McElhany encouraged her team to see a person.

“She would say, ‘What if this were your mom or your grandmother?’” Bohon said.

The shift in perspective changed everything.

Creating a Culture of Support and Inclusion

When Lee joined OEC, she shared concerns about her eyesight. McElhany immediately stepped in to help.

“I think she puts a person before herself,” Lee said.

A Lasting Leadership Legacy

Under McElhany leadership, the department grew in both size and structure.

“She’s been very intentional about empowering the people that work with her,” McMahon said.

Now, as McElhany steps into retirement, the systems she established endure.

“She treats people as people and comes from a place of love and understanding,” Lee said.

It shows up in every call answered and every member who feels heard.