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Preparing for the Upcoming TCPA Deadline: What Utilities Need to Know
With the January 2027 TCPA compliance deadline approaching, utilities face increased risk from class-action litigation and heightened regulatory enforcement. This webinar presented by Chartwell and...
Optimize Your Call Center Performance: Learn About CenterPoint Energy’s INSPIRE Program
Discover how CenterPoint Energy’s 2X global award‑winning INSPIRE Coaching & Development Program is transforming call center leadership and operational excellence. Designed specifically for Supervi...
How Manitoba Hydro Elevates Customer Response Through Workforce Strategy
This session will cover how Manitoba Hydro, winner of the Bronze Chartwell Best Practice Award for excellence in Customer Experience, targeted workforce metrics and focused process adjustments to m...
AI in the Utility Industry: From Curiosity to Capacity
In this webinar, Jason Perry, CEO and Founder of Perry Labs, will share how teams move from experimentation to real organizational capacity. We will explore common use cases, why shadow IT emerges,...
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
