Speakers

Below are the speakers for the 21st Annual EMACS on Oct 22-25, 2018:

Please check back as more speakers will be added each week.

 

Luke Buzard – Director, Pipeline Safety & Operations Support, TECO Peoples Gas System

As Director of Pipeline Safety & Operations Support for TECO Peoples Gas System (PGS), Luke is responsible for the strategic direction of PGS’s safety management and supports systems and processes for PGS operations. His teams are responsible for safety, contractor safety, technical training, operational technical support and standards, damage prevention and public awareness, quality assurance and PHMSA compliance.
Since joining TECO in 2010 as Manager of Audit Services, he has served on a wide range of projects, including engagements associated with finance, procurement, operations, information technology, corporate governance, compliance and risk management. Luke joined PGS in May of 2016 in his current role.

Graciela Chadwick – Director, Chick-fil-A HELP – Initiatives and Insights, Chick-fil-A, Inc.

Graciela leads the Initiatives and Insights team within Chick-fil-A’s operator and team member HELP desk. Her team is responsible for project management, change management, analytics, communications and technology. Chick-fil-A’s HELP mission is to make it easy for operators, team members and staff to get answers, solve problems and identify opportunities to achieve excellence in satisfaction and in delivering an effortless experience. Prior to joining the Chick-fil-A team 10 years ago, Graciela served in a variety of distinct roles, including analytics, marketing research, strategic operations, project management and customer service, at American Express, KPMG and Burger King in addition to leading her own consulting firm.

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 FirstEnergy, ConEdison and GE. She has been at the forefront of digital consumer engagement and sales and marketing integration through marketing automation and analytics. Stephanie has presented marketing strategy to several energy and marcom organizations, including CEE, NASEO, USGBC and LeadsCon, and at the 2017 EMACS Conference.

Marcie Forster – I&C Conservation Programs, Baltimore Gas & Electric(BG&E)

Marcie joined Baltimore Gas and Electric over 30 years ago in Customer Relations. That grounding in customer care, billing systems and customer service has taken her to several positions throughout BGE. She worked in demand side management monitoring and evaluation when BGE first launched its energy efficiency programs. After a tour in the large customer service area, she moved over to customer load and settlement performing analysis on commercial gas usage and customer sample design. This accumulation of deep utility knowledge has come to fruition on the Business Intelligence and Data Analytics project to launch the First Engage platform for Exelon Utilities.

Tomaso Giannelli – Senior Manager, Southern California Edison (SCE)

As a senior manager, Tomaso is the customer’s advocate within SCE. Tomaso works to educate customers and 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 and dispatch center for all outages throughout SCE’s 50,000-square-mile territory.

Boyd Greene – Director of East Distribution Operations, Oncor

As Director of East Distribution Operations, Boyd is focused on the safe, reliable, efficient delivery of electricity to over 1.7 million-meter points in the eastern portion of Oncor’s service territory. He began his career with Oncor in 1982 and has held various positions in distribution. Over the years, he has also had the opportunity to be the restoration manager for numerous local storms and tornados, including out-of-state work on numerous hurricanes.

Elvana Hammoud – Customer Strategy Manager, DTE Energy

As Customer Strategy Manager, Elvana has mostly focused on transforming DTE Energy into a first quartile company for customer experience. She has done so by leading continuous improvement initiatives for key customer transactions and reducing exceptions to minimize adverse customer impacts from new billing system. In addition, she has spearheaded various activities to streamline processes, implement metrics, identify and resolve defects, forecast results, and change employee culture to focus on customer experience.

Heather Isaacson – Manager, Customer & Market Insights, Chick-fil-A, Inc.

Heather leads Marketing Analytics at Chick-fil-A in pursuit of insights on how to continually improve the company’s guest experience. Understanding how customers respond to menu items, digital, media and in-restaurant experiences are critical in-light-of the changing customer journey and demands. Prior to joining the Chick-fil-A team eight years ago, Heather held financial management roles at BellSouth and General Mills. She began her career at Ernst & Young, where she learned she loved strong food brands that customers interact with every day.

Christopher Jackson – Manager of Billing Support Services, JEA

As the Manager of Billing Support Services at JEA, the eight largest municipal utility in the nation, Chris is accountable for the accurate and timely distribution of 4.8 million utility bills annually, which reflect a gross revenue of $1.4 billion for the company. Prior to this role, Chris served as the Business Support Center Manager for JEA’s nearly 46k commercial customers. Since 2016, Chris has represented JEA on Chartwell’s Billing and Payment Leadership Council. In addition to JEA, Chris’ leadership roles span 20 years of customer service experience at Comcast and Engineering Planning Management (EPM), Inc.

John Lincoln – Customer Experience Leader, Duke Energy

John is responsible for implementing customer experience strategy, customer-focused process improvement and helping transform the organization from a traditional utility to a world-class provider of energy-related solutions. Previously John served as SVP/Customer Experience Director for Wachovia, achieving top awards in multiple JD Power customer satisfaction studies. John is also a natural storyteller, having performed on the Peabody Award winning public radio program, “The Moth Radio Hour.”

Tim Melton – Manager Customer Commitment, Louisville Gas & Electric and Kentucky Utilities (LG&E and KU)

Tim is responsible for several customer experience initiatives through the customer complaint resolution and management of all low-income programs for LG&E and KU Energy subsidiaries Louisville Gas & Electric and Kentucky Utilities. Having worked almost 30 years in the utility industry, he has expertise in customer complaint prevention and resolution, customer communications, and building strategic partnerships internally and with external agencies and organizations that interact with LG&E and KU.

Michael Mendonca – Senior Director, Customer Services, Salt River Project (SRP)

Michael is Senior Director of SRP’s Customer Services, which includes primary functions related to contact center operations, strategic energy management, billing and metering. He is also responsible for oversight of the nation’s largest electric utility prepay program, M-Power, with over 150,000 customers. Michael has been with SRP for 20 years.

Raquel Phillips – Senior Marketing Program Specialist – Energy Efficiency, New Jersey Natural Gas (NJNG)

Raquel’s professional background includes more than 20 years of experience in strategic marketing, communication and project management for a diverse number of industries, including natural gas utilities, real estate, health care and education. She is currently responsible for outreach and marketing of NJNG’s residential energy-efficiency program, The SAVEGREEN Project, in addition to marketing support for paperless billing and ZipCheck (automated payment).

Swee Shetty – Senior eChannel Program Manager, PECO

As Senior eChannel Program Manager, Swee manages the website and mobile app for PECO. She provides business oversight for the operation and performance of those two channels, establishing performance metrics, monitoring system performance and driving continuous improvement. She coordinates, leads and supports business-related projects that impact her channels. Prior to joining PECO, Swee spent six years working for Philips leading various IT projects and serving in other job roles that gave her exposure to the software development life cycle.

Jeanne L. Thompson – Director, Service Excellence and Operations Support, Tampa Electric and Peoples Gas System

As the Director of Service Excellence and Operations Support for Tampa Electric and Peoples Gas, Jeanne is responsible for providing strategic support for the customer experience operational areas serving more than 1.2 million residential and commercial TECO customers. Before joining TECO in May 2017, Thompson managed operational support functions at JEA, where she successfully led large projects that significantly improved the customer experience, reduced risk through error elimination and increased employee engagement and satisfaction. Thompson has almost 30 years of leadership experience in customer service-related functions and business improvement strategy and implementation.

Amanda Townsend – Director of Customer Service and Solutions, Oncor

As Director of Customer Service and Solutions at Oncor, Amanda has oversight over high-volume customer contact channels including the call center, IVR, storm map, texting and email platforms, and social media responses. In this role, she is responsible for customer service initiatives, with a focus on using technology to drive an enhanced customer experience.

Monica Whiting – Vice President of Customer Experience, Tampa Electric and Peoples Gas

As Vice President of Customer Experience for Tampa Electric and Peoples Gas, Monica is responsible for leading Tampa Electric’s and Peoples Gas’ customer experience strategy and operations for TECO’s more than 1.2 million residential and commercial customers. This includes leadership for the customer experience phone and digital centers, customer billing, payment and collections, account management and economic development, new customer construction project management, customer research, customer strategy and customer solutions. Monica joined TECO in January 2017 after spending nearly four years as the chief customer officer for JEA. She has more than two decades of utility experience in customer service, marketing, communications and product development at utilities, including Colorado Springs Utilities and Anaheim Public Utilities.

Pete Wiezalis – Senior Manager, Business Development, Mower

Pete has 20 years of experience in driving revenue growth through the application of strategic planning, omnichannel marketing, business development, account management and program optimization practices. His sector experience includes clients in both B2B and B2C, and his industry experience spans renewable energy, software, buildings/construction/industrial, healthcare and consumer products. Regardless of role, his primary function has always been to identify and propagate effective growth solutions that drive long-term sustainable competitive advantage.

Mitchell Young – Execuive Director of Identify Solutions, Neustar

As Executive Director of Identity Solutions at Neustar, Mitchell oversees the collections, utilities, tech/internet, call center and data verticals. He has been at Neustar for 14 years helping companies leverage real-time identity data and analytic insights to improve operational efficiencies and manage risk and compliance. Prior to joining Neustar, Mitchell was the Senior Director of Risk at TARGUSInfo, where he helped develop several markets.

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