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Panel Discussion: Optimizing Your Customer Communications During Outage Events

We are living in uncertain times— and it’s not just because of the COVID-19 pandemic. Global warming has created an element of unpredictability, making it increasingly difficult to anticipate the next big outage event. Though we don’t have much control over the weather, we do have the technology to be able to communicate with our key stakeholders. Keeping your customers informed during outages can make these challenging times easier. Join KUBRA and a panel of industry experts as they share tips on how to optimize customer communications in emergency situations.

Moderator:

  • Gabrielle Turner, Senior Client Success Manager, KUBRA

Gaby began working at KUBRA in 2014 with our Marketing Team.  As an Adoption Marketing Analyst, she led the creation and execution of marketing programs to drive e-Billing and e-Payment adoption in the Utility market. Less than a year later Gaby transitioned into the role of Client Success Manager, dedicated to the success of our customer partnerships. In 2019, she was promoted to Senior Client Success Manager, to continue to drive retention and growth amongst our key clients. Gaby’s eight (8) years of KUBRA experience has her well-equipped as a Trusted Advisor for our clients as well as her fellow CSM team members.  

Panelists:

  • John Zumbado, Senior Engineer, Georgia Power Company

 

  • Casey Hollins, Managing Director of Communications and Public Relations, Rappahannock Electric Cooperative

Casey leads REC’s efforts to advance their communication strategy that connects, engages and inspires the REC membership and its workforce. She oversees external and internal communication programs, which includes robust media relations, community engagement, brand management and content curation for over a dozen communication channels (and growing). Casey and her award-winning team are committed to successfully sharing the cooperative story and positioning REC as an industry leader as it evolves into the co-op of the future.

  • Agnes Y. Lugo-Ortiz, Customer Applications Specialist, Central Hudson Gas & Electric Corporation

Agnes Lugo is a Customer Applications Specialist at Central Hudson Gas and Electric Corporation in Poughkeepsie, NY. She has 34 years of experience in the utility business as a Customer Service Supervisor, Outreach Advocate, Newsletter Editor, Trainer and most recently as an Emergency Response-Outage Management Services team member. In her current role, Agnes is the process owner for two KUBRA products, NOTIFI texting solutions as well as Storm Center Internal and External mapping. Agnes has a Master of Social Work from New York University and she is fully bilingual, English-Spanish. She established the first Spanish Customer Service Line at Central Hudson over 10 years ago. Agnes is passionate about customer communications and volunteering in her community through Building Together, Day of Caring, Junior Achievement and Autism Awareness.