PSEG’s personalized bill video project targets customers enrolled in the utility’s equal payment plan. Goals for the project include increasing participation and awareness, providing customers with better explanatory information, reducing calls to the contact center, lowering overall churn, and raising satisfaction.
PSEG will review its progress in the wake of the pandemic and update attendees on plans to use personalized videos in other billing and payment areas.
Nicole Swan, Manager of Billing Operations, PSE&G
Nicole Swan is a Manager of Billing Operations at PSE&G. She has worked with PSE&G for 12 years and has experience in various departments including Customer Operations, Renewables & Energy Solutions, Corporate Communications and Health & Safety. In her current role, Nicole leads a team with responsibility to ensure accurate, complete and timely billing of PSE&G’s 2.3 million electric customers and 1.8 million gas customers. Nicole has a BS in Business Marketing from The College of New Jersey, and an MBA degree from New York University.
Dylan Walko, Business Support Specialist, PSE&G
Dylan Walko is a Business Support Specialist in the Billing & Revenue Operations Department at PSE&G. He has worked with PSE&G for just over 2 years and has spent those years in Customer Operations working cross-functionally with IT, the Appliance Service Competitive Business, Renewable Energy Solutions and various external vendors. In his current role, Dylan performs data analytics with customer data for regulated and non-regulated entities, product ownership for AGILE project methodology, process improvement, paperless billing reporting and leads forecasting for competitive services. Dylan has a BS in Finance & Computing and Decision Sciences from Seton Hall University, and is currently an MBA candidate at the University of Mississippi School of Business Administration.