Customer Service Utility Style, Proven Strategies for Improving Customer Service and Reducing Customer Care Costs

As the vice president of NSTAR, Penni McLean-Conner is responsible for overseeing the company's customer care organization. She's responsible for all customer services including customer inquiries, billing, metering, credit & collections, energy efficiency and energy services. Since joining NSTAR, the customer care team has improved customer service through initiatives around automated meter reading (AMR), customer relationship management (CRM), and customer self-service. Prior to joining NSTAR, McLean-Conner worked for 12 years with Duke Power in both electric operations and customer service. She holds a bachelor's degree in industrial engineering from North Carolina State University and is a registered professional engineer. Additionally, she is active in the industry, serves on boards for the CIS Conference, CEE, AESP, and NEEP.McLean-Conner, Penni is the author of 'Customer Service Utility Style, Proven Strategies for Improving Customer Service and Reducing Customer Care Costs', published 2005 under ISBN 9781593700539 and ISBN 1593700539.