Customer Vulnerability: Causes, Conditions and the Path Back to Stability

Chartwell will host a utility panel discussion that examines the causes and conditions that can lead to vulnerability, as well as highlighting some programs that assist vulnerable customers in regaining stability and catching up on their outstanding utility balances. Successful programs to connect customers to relief and assistance programs will be identified and outlined, giving attendees concrete examples to take home with them.


Pat Ricks, Senior Consultant, Chartwell, Inc.



Kirsy Veloz, Section Manager of Credit and Collections, Con Edison

Responsible for Credit & Collections activities and the Field Collections’ strategy for field execution. Manages the credit portfolio to reduce arrears and uncollectible. With over 16 years of utility experience, she has a Compliance and Regulatory background, and strong commitment to excellence and customer service. She holds a bachelor’s degree in Business with concentration in Organizational Leadership from Manhattan College.

Richard Shaw, Manager, Financial Services, ComEd

Richard Shaw has been with ComEd since 2009 and was promoted to a Care Center Manager in October of 2014.  He is currently a Manager in the Financial Services department. Prior to serving at ComEd, Richard was an AVP for Aon where he was a Care Center Director. Additionally, Richard was a Vice President in Customer Care for Citibank and MidAmerica bank.

Amanda Engel, Principal Product Manager, Exelon

Amanda Engel is a Principal Product Manager at Exelon currently specializing in low-income digital products. This work focuses on building self-service tools to connect eligible customers with assistance programs across Exelon’s service territory through personalized, data-driven recommendations to help build awareness, customer trust and empower customers to proactively manage their energy bills and usage. Prior to that, Amanda served in a variety of roles at Baltimore Gas & Electric where she led initiatives to improve customer experiences with Exelon’s digital channels, served as an advocate for customers, and assisted with strategic planning to align technical solutions with business initiatives.


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