Chartwell can help you accomplish your goals. Our wide range of services ensures our members have access to objective insights and strategies to make smart and timely business decisions.
From Arrears to Action: Modern Credit & Collections Strategies for Utilities
As arrearages reach historic levels, utilities must rethink traditional credit and collections approaches. This session explores data-driven segmentation, proactive customer engagement, payment pla...
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...
Revolutionizing Billing with Automation, Analytics, and Affordability Index
Discover how leading utilities are modernizing billing processes through a strategic mix of automation, data analytics, and targeted training. This session explores real-world enhancements such as BOTs for exception handling, workflow automation tools, and performance dashboards that increase visibility and drive results. Learn how organizations are reducing manual effort, improving accuracy, and streamlining issue resolution. You’ll also hear how scalable training methods—like web-based onboarding and peer support systems—are helping teams adapt quickly and perform at their best.
Speaker:
Jacqueline Gray, Sr. Manager, Mass Customer Accounting & Billing Center of Excellence, Entergy
Jacqueline Gray is the Senior Manager of Mass Customer Accounting and the Billing Center of Excellence at Entergy Corporation. With 26 years at Entergy, she began her career in customer service before spending a decade in Gas Operations. Since 2015, she has led efforts to streamline billing operations, reduce exceptions, and manage global teams, including 120 employees in Manila. Jacqueline is known for her focus on process improvement, customer service, and operational visibility. She holds a BA and an MBA from the University of Phoenix and enjoys traveling and spending time with her children.
Oxana Humphreys, Data Scientist Manager, Georgia Power Company
