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Gary Avin – Director and Chief Customer Advocate, LCEC

As Director and Chief Customer Advocate, Gary leads the Customer Care Center, Billing Services, Key Accounts, Field & Energy Services, and Customer Insights & Marketing at LCEC (Lee County Electric Cooperative, Inc.).  His experiences and successes allow him to specialize in building high preforming organizations through process improvements and strategic development.

Adam Berke – Senior Director, Product Sales, Broadridge

Adam has 25 years of experience consulting and selling transactional print, digital delivery, information systems and document management services to leading companies across various markets, including utilities, healthcare, telecommunications, insurance, brokerage, banks, asset management and retirement services. His omni-channel communications expertise and consultative approach has earned him recognition in the industry. Adam joined Broadridge in 2000 from JSN Publishing where he was the Founder, CEO and Publisher of 37 digital and print publications.

Dan Boatwright – Manager of Receivables and Collections Services, JEA

Dan has served for five years as JEA’s Manager of Receivables and Collections Services at the Jacksonville Florida municipal utility.  He manages all payment and collections vendor contracts and is responsible for JEA’s residential and commercial customer deposit and payment options, designed to promote customer payment ease while minimizing exposure and risk to the organization. 

John Bord – Manager of Customer Experience, Tucson Electric Power

As Manager of Customer Experience, John is accountable for understanding the TEP residential, multicultural and commercial customer through primary research initiatives.  He provides strategic direction to customer-facing business units to enhance the customer experience and increase customer satisfaction for energy efficiency programs, business relationship management, billing and payments, customer service and call center.

Chris Clark – Director of Fraud, Risk and Compliance, Neustar

Chris Clark serves as Neustar’s Director of Fraud, Risk and Compliance, a position he has held since 2011.  The last four years Chris has focused on the U.S. electric and gas utility markets and improving inbound and outbound call center processes. This includes TCPA risk mitigation, increasing IVR containment, reducing customer scam calls, reducing inbound live agent calls and increasing call center/IVR customer satisfaction scores.

Daniel Clark – Neustar Senior Consultant, Utilities, Neustar

For nearly 12 years Daniel has been helping utility companies to unlock and augment firepower within their customer data to drive unique call center solutions.  By leveraging cutting edge customer identity management techniques, Neustar’s utility partners aim to reduce operational costs by up to 20%, increase contact rates, fight back against utility phone scams, and increase customer satisfaction across the enterprise.

Stephanie Crockett, Senior VP and Leader of Energy + Sustainability Specialty, Mower

Stephanie is the leader of Mower’s Energy + Sustainability specialty group. Drawing on her 20+ years in marketing and communications, Stephanie has led multidivisional complex lead-generation and behavior-change programs for a variety of global and regional companies including National Grid. FirstEnergy, ConEdison and GE. She has been at the forefront of digital consumer engagement and sales and marketing integration through marketing automation and analytics. And she has presented marketing strategy to several energy and marcom organizations, including CEE, NASEO, ENERGY STAR®, USGBC and LeadsCon, and at the 2017 & 2018 EMACS Conferences.

Lisa Dolbear, Director, Account Planning, Strategist for Energy + Sustainability Specialty, Mower

Lisa has been working as a lead strategist on Mower’s Energy + Sustainability specialty group for nearly a decade, and brings nearly 20 years of experience in marketing, communications and content creation.  She has been an integral part of planning and insight for a variety of energy clients including GE, FirstEnergy and National Grid. As the director of planning at Mower, Lisa is focused on helping clients understand and leverage the motivations, pain points, wants, needs and perceptions of customers in order to inform campaigns with the best possible strategy.

Tomaso Giannelli – Senior Manager, Business Customer Division, Outage Management & Communications Team, Southern California Edison (SCE)

As the Senior Manager for the Business Customer Division’s outage team Tomaso team is the customers advocate within SCE. Tomaso’s team works to educate customers & employees on outages so they can make informed business decisions to keep their employees safe and their down time to a minimum. Tomaso previously worked in Edison’s Grid Operations Department, the 24-hour repair & dispatch center for all outages throughout SCE’s 50,000 square mile territory.

Russ Henderson, Senior Research Manager, Chartwell, Inc.

Russ manages Chartwell’s research and events in the area of outage communications. Through industry and consumer surveys, interviews and group problem solving, Russ tracks trends and identifies best practices proven to help utility companies become and remain leaders in communicating with customers before, during and after power outages. Russ facilitates Chartwell’s Outage Communications Leadership Council, a utility-only peer group with more than 40 utility members, and serves as content advisor for Chartwell’s Outage Communications Conference, now in its thirteenth year.

Bill Joiner – Chief Strategy Officer, Message Broadcast

As Chief Strategy Officer at Message Broadcast, Bill leads the design of strategic communication initiatives serving the Utility, Financial Services, Telecommunications, and Healthcare industries. During his 20-year tenure with the company, Bill has leveraged technology, conversational session flows, and complex decision logic to transform the way businesses and their customers communicate across all channels. Each day, millions of these conversations are deployed for the world’s most favored brands to inform, enroll, educate, transact, confirm, resolve and select or infer preference.

Corey LeBlanc – Chief Digital and Innovation Officer, Origin Bank

Corey is a catalyst for CX advancement and forward-thinking conversation. As Chief Digital and Innovation Officer he develops strategic roadmaps that align digital initiatives with business-wide objectives, cultivates external partnerships, and leverages a data-driven approach to digital transformation. He previously served six years in the USAF leading Infrastructure/Security and currently as MX Client Advisory Board member.

Gabriel Núñez – Senior eChannel Program Manager, Baltimore Gas & Electric

Gabriel is a certified Project Management Professional with over 18 years of experience leading technology projects in the Energy Industry. He has excellent communication skills and has a proven track record of delivering on strategic initiatives for the Customer Operations group. He has demonstrated proficiency in managing projects and vendors and has significant experience working across all levels of the organization. Gabe currently leads the eChannels team at Baltimore Gas & Electric.

Tara Oglesby – Vice President of Customer Experience, Ameren Missouri

As Vice President of Customer Experience, Tara K. Oglesby is responsible for effectively driving customer-focused strategies to ensure every interaction leads to a great customer experience. She is responsible for leading departments which play a critical role in delivering a satisfying experience including Customer Service, Customer Research & Engagement, Customer Solutions and Ameren Missouri’s Smart Meter Strategy & Deployment.

Beth Pollock – Senior Manager, Energy Efficiency Services, NB Power

Beth is a broad-based program delivery manager and marketer with over 20 years of experience in delivering innovative programs to the market. Beth worked in telecom for 13 years marketing and developing internet and digital TV services before moving into the energy efficiency space.  As Senior Manager of Energy Efficiency Services at NB Power, Beth supports a dynamic team that helps New Brunswickers benefit from energy efficiency.

Pat Ricks – Senior Manager, Customer Experience, Entergy

Pat joined Entergy in 1985 and has served in numerous roles including Engineering, Operations, C&I Accounts, Customer Service and Smart Grid strategy.  Pat is currently responsible for Customer Experience Strategy and customer and market research.

Noah Solomon – Research Manager, Chartwell, Inc.

As Research Manager at Chartwell, Noah conducts research and analysis to aid utilities in understanding and improving their customer experience and engagement in billing and payment. Noah has a background in energy and market research, both in his academic and professional careers. Noah is a native of Atlanta, a Georgia Tech and Kennesaw State University alumnus, and has worked in research roles for a variety of Atlanta-based institutions, including the Carter Center and the Georgia Tech Research Institute.

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