CIS Transformations and Arrears Management
Across the industry, utilities are undergoing major CIS transformations, implementing platforms such as SAP, Oracle, or CC&B while rethinking how arrears management processes operate within these new systems. This panel will explore practical lessons from utilities at different stages of their CIS journeys, including how to adapt arrears management processes to out-of-the-box system capabilities.
Panelists will discuss implementation challenges, post-deployment adjustments, and strategies for balancing system standardization with operational needs. The conversation will also touch on how evolving regulatory environments and new customer programs influence arrears workflows. Attendees will leave with insights into how utilities are modernizing accounts receivable and credit operations during large-scale system transformations.
Moderated by:
- Carisa Woolstenhulme, Senior Consultant, Chartwell, Inc.
Carisa brings over 20 years of utility experience across credit, collections and customer operations, including 18 years leading Customer Credit Services at Salt River Project. She managed accounts receivable for more than $3 billion in electric revenue while maintaining bad debt well below 1%. Her expertise focuses on arrears management, customer affordability and practical solutions that improve outcomes for both utilities and customers.
Panelists:
- Shana Williams, Customer Service Division Manager, Tacoma Public Utilities
Shana leads a team of more than 150 employees responsible for contact center operations, billing, payments, collections, customer assistance programs, and customer support services at Tacoma Public Utilities. With more than a decade of leadership experience and seven years in the utility industry, she has led initiatives that improved customer satisfaction, increased first-contact resolution, strengthened service performance, and enhanced financial outcomes through data-driven decision-making and continuous improvement. Before joining Tacoma Public Utilities, Shana held leadership positions with Seattle Public Utilities, the City of Phoenix, and Apple. She is passionate about developing future leaders, building engaged and high-performing teams, and creating customer experiences that are compassionate, efficient, and equitable.
- Leroy Peter, Business Process Solutions Manager, City of Tallahassee
Leroy Peter is the Business Process Solutions Manager for the City of Tallahassee’s award-winning utility department, with more than 24 years of experience in project management, process optimization, service delivery, and data analytics. He leads business transformation initiatives that improve operational efficiency and customer experience, including enhanced self-service capabilities and technology-driven solutions. Known for his collaborative leadership and results-oriented approach, Leroy is committed to driving innovation, continuous improvement, and lasting value for both utility customers and the community.
- Antoya DeBarros, Department Manager, Con Edison
Antoya DeBarros is Department Manager for Customer Information Systems at Con Edison, where she oversees system support and enhancement for the company’s Oracle Customer Care and Billing (CC&B) platform and associated analytics systems, supporting nearly four million customers and more than 2,000 end users. During her 19-year career at Con Edison, she has held leadership roles spanning customer operations, regulatory compliance, project management, and large-scale CIS transformation. Antoya played a key leadership role in the implementation of Con Edison’s credit and collections processes within its CC&B modernization program and is passionate about leveraging technology and process improvement to enhance both operational performance and the customer experience.
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