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Agenda Highlights
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CPS Energy CPS gocused on the people and processes utilized to build relationships and improve customer satisfaction and loyalty within the mid-size customer segment.
Hydro One Hydro One offers small business customers the opportunity to participate in the Power Savings Blitz program, which provides a series of lighting upgrades worth between $300 and $1,000. Hear about this initiative and more.
NSTAR Hear how NSTAR has furthered strengthened customer relationships through small business and ethnic outreach programs.
PPL In its region, PPL is top-tier in business customer satisfaction. How do they achieve these results through effective customer relations?
SDG&E This year, San Diego Gas & Electric is offering a number of forward-thinking energy efficiency and demand programs as well as financing options. Hear how these programs were designed and learn current results.
SCE SCE was the 2009 Winner of Chartwell’s Best Practices Award for Fostering Relationships with Mid-Size Businesses. Hear an update on the utility’s Mid Market Initiative, an effort designed to increase contact – even face-time – with these customers.
J.D. Power & Associates J.D. Power gets input from thousands of business customers across the nation; how do their perspectives compliment or contrast with utilities’ efforts to provide service and value? What do utilities need to do to succeed in satisfying their business customers?
Speaker Bios
Deborah Ortiz, Manager, Business Center, CPS Energy
Deborah has over 33 years of experience in the utility industry. She currently manages the Business Center at CPS Energy which is responsible for proactively building relationships and being the advocate for mid-sized business customers at CPS Energy. Her staff handles all inquiries from new construction to routine billing. Deborah has held various positions within many business units throughout the utility for 34 years, including Finance, Information Communication Services, Energy Delivery Services, and Retail Energy.
Giuliana Rossini, Director of Strategy & Conservation Officer, Hydro One
With a career spanning over 20 years at Ontario's largest electricity utility, Giuliana previously held key roles in Asset Management, Business Controllership and Strategic Planning, with a particular focus on Finance.
Her past work includes the financial restructuring of the former Ontario Hydro and the initial capitalization of its five successor companies, as well as advising Hydro One's CFO on the launch of a $1 billion bond issue.
More recently, Giuliana successfully developed Hydro One's Conservation and Demand Management (CDM) suite of programs which gained approval from the Ontario Energy Board, increasing its regulated revenue stream by $40 million per year. She currently directs the design and development of a wide-ranging menu of innovative and successful CDM programs, addressing key customer segments and energy end-uses.
Tom Semler, Manager, Conservation and Demand Management (CDM), Hydro One
In his role Tom is responsible for the development and management of innovative customer CDM programs that focus on the commercial and industrial sector.
Prior to joining Hydro One Networks, Tom held various positions of responsibility in the technical as well as marketing areas for companies such as Osram Sylvania, and electricity utilities located in Ontario. Tom started his career in the building technologies industry with Tridel Corporation, where he was responsible for the integration of building automation systems as well as the delivery of value added energy services within the luxury condominium market.
A Certified Engineering Technologist and part time instructor at Ryerson University in Toronto, where he teaches Lighting Energy Management, Tom has been active in the CDM and related fields for the past 24 years.
John Hazen, Senior Director, J.D. Power and Associates
John is responsible for the utilities practice of J.D. Power and Associates in the Eastern United States. He also serves lead consultant on customer care consulting initiatives.
John has extensive customer service experience managing call center sites both onshore and offshore, reengineering service/sales operations. Prior to joining J.D. Power and Associates, John was the Director of Guest Services at the Disney Internet Group. At Disney he integrated the Voice of the Customer into day-to-day operations while launching sales and quality initiatives. Previously, he also led award-winning call center sites for Saturn, DirecTV and OnStar.
Roseann Brusco, Program Manager, Energy Efficiency Services, NSTAR
Roseann has been working in Energy Efficiency for 14 years. For the past six and a half years, Roseann has worked as a program manager for NSTAR Electric & Gas, where she began by generating awareness of her company’s programs and services to commercial & industrial businesses.
She soon began to develop the Vendor Partnership program at NSTAR and then later assumed responsibilities for managing the marketing and sponsorship efforts, developing training programs and educational tools for the company’s trade allies and customers. In 2005, she reached out to the Massachusetts Alliance of Portuguese Speakers, a non-profit organization, to partner on an ethnic outreach program that would deliver the company’s Small Business program to Portuguese customers.
Prior to working for NSTAR, Roseann worked for seven years as a National Accounts manager for National Grid, in which she helped large retail chains such as TJMaxx, Staples, McDonald’s and Wal-Mart to implement energy efficient technologies and strategies within their facilities.
Augie Pimentel, Program Manager, Energy Efficiency Services, NSTAR
Augie has served in the Energy Efficiency department for 17 years at NSTAR Electric Company. He started as an inspector and was responsible for verifying existing and post conditions on all types of energy efficient measures. He later became an inspector supervisor. He has managed the Business Solutions Program, which are geared toward mid-size to large customers.
He has also managed the Construction Solutions Program as well as the Small C&I program. He has now returned to managing the Small C&I Program. Before joining NSTAR, Augie worked for Mass-SAVE as a supervisor and served as a teacher at a vocational technical school.
Corinne Ronemus, Supervisor, Business Accounts, PPL Electric Utilities
Corinne has been with PPL Utilities for more than 9 years. She currently serves a supervisor for PPL's Business Accounts Division. Corinne has also had extensive experience in internal audits, project management, business analysis and customer service.
Shea Dibble, Energy Programs Supervisor, San Diego Gas & Electric
Shea is responsible for the development and administration of energy efficiency and demand response programs for the Sempra Energy Utilities. Shea combines his background as a former plant manager of small to mid-sized manufacturing businesses with his utility experience to help the company and its customers meet their respective energy efficiency, demand response and economic goals.
He currently serves as a Sempra Energy Utility co-lead for California’s Statewide long-term Energy Efficiency Strategic Plan, participates on the Consortium for Energy Efficiency’s Data Center Committee and in the California Statewide HVAC Steering Committee.
Steve Tilk, Manager, Mid Market, Southern California Edison
Steve joined SCE in 1995 as a Major Account Manager in the Commercial Sales Segment. Today he manages a team of account executives who work with small- to medium-sized customers. Steve is an active member of the National Retail Tenants Association and Edison Electric Institute's National Accounts Program.
Southern California Edison won Chartwell's 2008 Best Practices Award for Fostering Relationships with Mid-Size Businesses based on the work of Steve and his team in serving this customer segment and encouraging their participation in the utility's energy efficiency and demand response programs.
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