2020 Customer Connections Roundtable - Winter Meeting

Hosted by Ocala Electric Utility

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Thursday, February 6, 2020
10:00 AM - 3:00 PM (EST)
Ocala Police Department Community Room
402 South Pine Avenue
Ocala, FL 34471-1174
United States
* Registration open until 1/31/20 at 5:00 PM ()EST)

Event Details

The FMEA Customer Connections Roundtable will convene February 6, 2020, hosted by Customer Connections Committee co-chair Veronica Martinez at Ocala Electric Utility.

Customer service professionals all work daily to improve relationships between their utility, its customers, and the community it serves. This roundtable provides a forum for participants to discuss, share, exchange, and problem-solve work procedures and policies, best practices, industry trends, materials, and other topics of interest.

The roundtable discussion will allow each member to share issues that impact their utility and community. Please come prepared to discuss new developments, programs, and concerns.

Agenda

Introductions: Elizabeth Bendele, Manager Training & Member Services, FMEA
Welcome & Introductions: Veronica Martinez, Ocala Electric Utility
Objectives: Kinn'zon Hutchinson, Gainesville Regional Utilities
Presentation: 21st Century Technology in Customer Service
Presentation: QA/QC
Lunch: Provided by Ocala Electric Utility
Presentation: Leadership Development & Training Programs
Presentation: Billing & Back Office Metrics
Roundtable/Break-Out Session: Group Discussion of Pain Points and Best Practices
Closing: Debrief and Follow-Up

Who Should Attend?

  • Utility employees in the fields of customer service, energy services, key accounts, and public communications
  • Professional and management level specialists, coordinators, supervisors, managers, and directors

Registration Information:

  • You must be logged in to purchase event registrations.
  • No cost, but please register for planning purposes.
  • Lunch provided.
  • Registration deadline: January 31, 2020.

Alandya Brutton
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Alandya Brutton Customer Service Manager Gainesville Regional Utilities
Alisa Dalton
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Alisa Dalton Manager of Customer Service, Billing & Collections Kissimmee Utility Authority
Anna McCurry
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Anna McCurry Utility Billing Analyst Ocala Electric Utility
Ashley Presley
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Ashley Presley Customer Service Supervisor Ocala Electric Utility
Brandi Martinez
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Brandi Martinez Customer Service Representative Ocala Electric Utility
Candice Chambers
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Candice Chambers Technical Analyst 2 Gainesville Regional Utilities
Cheri Cameron
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Cheri Cameron Utility Services Manager Winter Park Electric Utility
Cindy Albritton
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Cindy Albritton Utility Billing Analyst II Ocala Electric Utility
Courtney Daily
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Courtney Daily Billing Technician Utilities Commission City of New Smyrna Beach
Danielle Wood
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Danielle Wood Customer Service Manager Utilities Commission City of New Smyrna Beach
David Kus
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David Kus AGM - Customer Service Lakeland Electric
Elizabeth Bendele
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Elizabeth Bendele Manager of Member Services & Programs FMEA
Ericka Jackson
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Ericka Jackson Business Services Analyst Senior Gainesville Regional Utilities
Franco Bellitto
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Franco Bellitto Customer Service Manager Lake Worth Beach Electric Utilities
Geramika Butler
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Geramika Butler Customer Service Representative Ocala Electric Utility
Julia Bruno
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Julia Bruno New Services Specialist Gainesville Regional Utilities
Kay Sullivan
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Kay Sullivan Customer Service Representative Ocala Electric Utility
Kelly Law
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Kelly Law Sr. Customer Service Rep. City of Green Cove Springs
Kinn'zon Hutchinson
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Kinn'zon Hutchinson Director Customer Operation Gainesville Regional Utilities
Kisha Ellis
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Kisha Ellis Billing & Customer Solutions Supervisor Gainesville Regional Utilities
Laurie Copeland
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Laurie Copeland City of Green Cove Springs
Leanne Heinkel
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Leanne Heinkel Customer Service Supervisor Ocala Electric Utility
Leslie Gouty
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Leslie Gouty Supervisor of Utility Billing & Collections Kissimmee Utility Authority
Lisa Ward
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Lisa Ward Customer Operations Manager City of Tallahassee
Marina Hull
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Marina Hull Staff Assistant City of Newberry
Markenia Lee
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Markenia Lee Senior Electric System Operator City of Leesburg
Mia Browdy
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Mia Browdy Supervisor - Customer Operations City of Tallahassee
Michaela Gates
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Michaela Gates Customer Operations Manager City of Tallahassee
Nicholas Galvan
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Nicholas Galvan Customer Service Specialist Ocala Electric Utility
octavia williams
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octavia williams Customer Service Supervisor Gainesville Regional Utilities
Patti LaMarche
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Patti LaMarche Call Center Supervisor Kissimmee Utility Authority
Peter Brill
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Peter Brill Assistant Director of Finance & Customer Service Ocala Electric Utility
Quinton Vinson
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Quinton Vinson Customer Service Lead Ocala Electric Utility
Shanita L. Dunmore
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Shanita L. Dunmore Customer Experience Manager Gainesville Regional Utilities
Suzy Streed
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Suzy Streed Customer Service Supervisor Winter Park Electric Utility
Tamano Dean
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Tamano Dean Staff Assistant City of Newberry
Tammy E. Sherouse
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Tammy E. Sherouse Customer Service Supervisor Ocala Electric Utility
Tammy Snyder
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Tammy Snyder Customer Service Supervisor City of Newberry
TJ Carlisle
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TJ Carlisle Customer Operations Manager City of Tallahassee
Veronica Martinez
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Veronica Martinez Customer Service Manager Ocala Electric Utility
Wendell Jones
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Wendell Jones Supervisor - Customer Operations City of Tallahassee

For More Information:

Elizabeth Bendele
Elizabeth Bendele
Manager of Member Services & Programs FMEA (850)224-3314x2

Roundtable Location:

402 South Pine Ave.
Ocala, FL 34471
(352) 369-7000

Nearby Hotel:


Hilton Ocala
3600 SW 36th Ave.
Ocala, FL 34474
(352)854-1400 
Ask for the government rate