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From Arrears to Action: Modern Credit & Collections Strategies for Utilities
As arrearages reach historic levels, utilities must rethink how credit and collections support both financial stability and customer affordability. This panel explores a shift from reactive enforce...
How DTE Reduced Weather-Driven Call Volume with BillWise AI
(Complimentary Webinar) Join DTE and Convey partnered with Chartwell as they share how BillWise AI helped proactively address weather-driven bill fluctuations, deflect avoidable calls, and support ...
Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
KEYNOTE – Resilience in the Heat of Crisis: Lessons from LADWP’s Wildfire Response
In this keynote session, two senior executives from the Los Angeles Department of Water and Power (LADWP) — representing emergency management and customer service and communications respectively — will provide an in-depth look at the utility’s response to the January 2025 wildfires, including the devastating Pacific Palisades fire. They will discuss the challenges and opportunities faced in operations, emergency response and customer communications. The session will also address the lessons learned and the steps LADWP is taking to enhance infrastructure resilience and emergency preparedness for future events.
Speakers:
Joseph Ramallo, Chief Customer Officer & Senior Assistant General Manager, Communications and Community Affairs, Los Angeles Department of Water and Power
Joseph leads customer service for 1.5 million customers and oversees billing, contact centers, and key accounts. He also directs LADWP’s communications, marketing, and community outreach and distributed energy customer programs including solar and energy efficiency. With over 30 years in public service, Ramallo has held senior roles in the administrations of Miami-Dade County and the City of Los Angeles, focusing on communications, policy, and advocacy. His team has earned multiple awards, including PRSA-LA Prism Awards and a national Bronze Award for LADWP’s Intake Magazine Aqueduct Centennial Issue.
Zoraya Oliver-Griffin, Chief Climate Resiliency and Emergency Management Officer, Los Angeles Department of Water and Power
Zoraya leads LADWP’s emergency management and climate resiliency efforts, overseeing preparedness, response, recovery, and the LA28 Olympics Program Office. She’s also responsible for the Department’s recovery of the devastating Pacific Palisades wildfire. Previously, she held leadership roles at Sempra Infrastructure and SDG&E, with expertise in emergency operations, wildfire mitigation, and system resiliency. With over 20 years in the energy sector, she has led programs in operations, wildfire mitigation, and joint venture management. She holds dual B.A. degrees from Pepperdine and studied law at Thomas Jefferson School of Law. A San Diego native, she enjoys hiking and family time.
