Billing and Payment: Driving Innovation and Digital Adoption

Energy utilities continue to rethink billing and payment practices as consumers demand easy, efficient solutions driven by emerging technologies. In response, industry leaders are aggressively investing in new tools to improve overall customer experience and maximize efficiency. Panelists will share their recent successes and long-term strategies in the face of a challenging economy and ongoing digital transformation. Potential discussion topics include:

 

  • Boosting ebill adoption and mobile payments
  • Increasing efficiency through automation
  • Meeting and exceeding customer expectations

Panelists:

Angela Sanchez, Director of Billing Exceptions, Cash Processing, C&I Billing, Gas Transportation Programs, Printing & Inserting, and Energy Assistance, NiSource

Angela has been with NiSource for over 14 years and is currently the director of Billing Exceptions, Cash Processing, C&I Billing, Gas Transportation Programs, Printing & Inserting, and Energy Assistance.  She earned her Bachelor’s in Psychology from Indiana University, MBA from Indiana Wesleyan University, and is a Lean Six Sigma Master Black Belt and Six Sigma Black Belt.  She loves all things NFL, Marvel, and Star Wars in her free time. 

Raymond Joseph, Manager, Billing Delivery Operations Section, Con Edison

Ray has extensive mid-level managerial experience in Customer Operations, CIS, Digital Analytics, Output Billing, E-delivery, and Digital Archiving. During past 5 years, he has successfully managed and implemented cost management and process improvement initiatives, achieving millions of dollars in sustainable operation savings. Ray is a Subject Matter Expert in back office functions, including digital document workflow expert, work management applications for systems, including Customer Service functions such as CIS, CAS & CSS systems, vendor management, USPS logistics and regulations, Move Update, IMB Fill Service, presort software, and data to mail processing software/hardware, as well as developing digital strategies that increase various billing & payment digital channel net adoption rates.

Kerry Lakatos-Hayward, Director, Customer Operations, Alectra Utilities

Kerry is currently Director, Customer Operations at Alectra Utilities, accountable for billing, collections & payments for Alectra’s 1 million customers in the Greater Toronto Area.  She recently led Alectra’s Customer Care portfolio, including Contact Centres, New Connections and Key Accounts. Previously, Kerry was Director of Customer Care at Enbridge Gas Distribution, where she was accountable for the meter to cash process, including billing, call center and collections services for Enbridge’s 2.1 million customers.  She has a well-rounded utility background, holding Director- level roles at Enbridge Gas Distribution in Energy Supply & Gas Storage, Strategic Planning and Operations Services.

Moderator:

Pat Ricks, Senior Consultant, Chartwell, Inc. 

 

View All EMACS 2022 Agenda Highlights

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