Customer Experience Section Managing Committee


Providing a forum for customer experience executives from member utilities to learn, develop, and share best practices to enhance the current and future customer experience.

OUR MISSION

A collaborative community within Customer Experience

SGA’s Customer Growth and Retention Section Managing Committee provides a forum for customer  executives from member utilities to learn, develop, and share best practices to enhance the current and future customer experience while promoting growth in the natural gas industry.

The purpose of the committee is to build a collaborative community, engage in dialogue to facilitate the exchange of information, and to manage education relevant to this section and the natural gas industry. The committee sponsors forums for member and non-member companies to learn, develop, and share best practices to enhance the current and future customer experience.

The committee consists executives from member companies who are strategic thinkers, leaders and decision makers within our respective companies.

The committee provides educational and networking opportunities to industry peers through our roundtable at the SGA Management Conference, oversees the activities of sub committees focused on specific areas of the customer experience, residential /commercial markets, codes and standards, rates & pricing, etc.,  and provides guidance to SGA staff on appropriate areas of focus for the association.

The committee meets in person at planning meetings, conferences, and periodically by conference call.

Have questions? Contact Telesa Walton for more information.

DeShaundra E. Jones, Chair

Director, Customer Experience
Washington Gas

Julie Trachsel, Vice Chair

Manager, Community and Agency Services
Spire Inc.

Amelia Lewis, Member

Customer and Project Coordinator
Florida Public Utilities Co.

Brian T Burke, Past Chair

VP Customer Service
ONE Gas, Inc.

Ella Hochstetler, Member

Director, Business Development and Strategic Partnerships
Dominion Energy

Jeff Martinez, Member

VP, Customer Experience
Atmos Energy Corporation

Julie Hatfield, Past Chair

Customer Experience Manager
ONE Gas, Inc.

Karl E. Stanley, Member

Vice President, Customer Operations
NiSource, Inc.

Kim R. Linam, Board Liaison

Retired Chief Administrative Officer

Lisa Hill, Member


Dominion Energy

Louise Scott, Member

Vice President Customer Experience
Southern Company Gas

Michelle Edwards, Member

Director, Customer Operations
Xcel Energy

Telesa Walton, SGA Staff Liaison

Director of Member Engagement
Southern Gas Association


Committee Activity Plan 2021 Coming Soon

Learn More

Dispatch & Field Resource Planning

Chair | Emily Hanes, Atmos Energy Corporation

SGA’s Dispatch & Field Resource Planning Committee focuses on safe and efficient delivery of natural gas to residential and commercial customers which includes codes, standards, automation, regulations and technologies

Who We Are? Supervisors, Managers and Directors of Resource Management, Emergency Response and Dispatch Centers.

What We Do? Provide networking and educational opportunities to industry peers through best practice sharing and sessions at the annual Roundtable.

Where We Meet? The Dispatch & Field Resources Planning Committee meets virtually through webinars, planning meetings, conferences and monthly committee calls.

Shanee Bailey, Vice Chair

Gas Dispatch Manager

Judee Roper, Past Chair

Manager NIPSCO Dispatch Center

Mark Knox, Member

Director Resource Management Forecasting

Melissa Isaacs, Member

Dispatch Supervisor

Michael Scott Hearn, Member

Manager, Resource Management

Nicole Elmasry, Member

Supervisor, Gas Emergency Resp

Roger Brandel, Jr., Member

Director, Dispatching and Resource Planning

Roy Chapman, Member

Director, Pressure Management

Telesa Walton, SGA Staff Liaison

Director of Member Engagement

Thomas C Anderson, Member

Manager, Gas Emergency Respons

Travis Allen Blanton, Member

Senior Work Management Planning Analyst

Committee Activity Plan

View Activity Plan

Communications

Chair | Jennifer Altieri, Atmos Energy Corporation

SGA’s Communication Committee engages professionals involved in message development, channel strategy, internal communications and external communications in a dialogue to facilitate the exchange of information and ideas.

Who We Are? Communications, Marketing, Public Affairs and Public Relations Professionals from across the natural gas industry.

What We Do? Provide networking and educational opportunities to industry peers through awards programs, best practice sharing and sessions at the Communications Roundtable.

Where We Meet? The Communications Committee meets virtually through webinars, in person at planning meetings and conferences, and for monthly committee calls.

Jennifer Altieri, Chair

Vice President Public Affairs, CO-KS Division

Elizabeth Morris, Vice Chair

Senior Communication Consultant

Angela Briel, Member

Corporate Communications Coordinator

Brandi Price, Member

Vice President, Public Affairs

Brandy Johnson, Past Chair

External Affairs Manager

Carmen Luevanos, Member

Community Relations Manager

Celina Cardenas-Fleites, Second Vice Chair

Manager of Communications

Danielle Mulligan, Member

Manager of Marketing & Demand Side Management Programs

Dawn Tripp, Member

Communications Manager

Jordan Ponizhaylo, Member

Marketing Specialist

Telesa Walton, SGA Staff Liaison

Director of Member Engagement

Yolanda Santiago White, Member

Asst Mngr, Comm & Market

Committee Activity Plan

View Activity Plan

Contact Center Operations

Chair | Lisa Williams, Southern Company Gas

SGA’s Contact Center Operations Committee focuses on efficient operations of a contact center.

Who We Are? Supervisors, Managers and Directors of Call Centers or Customer Care.

What We Do? Provide networking and educational opportunities to industry peers through best practice sharing and sessions at the annual Roundtable.

Where We Meet? The Contact Center Operations Committee meets through webinars, planning meetings, conferences and monthly committee calls.

Lisa Williams, Chair

Director, Customer Care Centers

Vidal Acevedo, Vice Chair

Manager of Customer Operations

Abbey Frye, Member

Director Customer Service

Kelley Parmer, Member

Director, Planning & Analysis

Kim Kaufmann, Second Vice Chair

Director - Contact Center

Marta DeLoach, Member

Customer Care Center Director

Michael Bell, Member

Program Manager - Energy Assistance/Partner Management

Sean Ramey, Member

Customer Care Supervisor

Tameka Thompson, Member

Call Center Manager

Telesa Walton, SGA Staff Liaison

Director of Member Engagement

Committee Activity Plan

View Activity Plan

Meter to Cash

Chair | Anthony Murdock, Washington Gas

SGA’s Meter to Cash Committee focuses on the sale and collection of payment for natural gas. That process begins at the meter, extends through billing and is finalized with the actual receipt of payment.

Who We Are? Supervisors, Managers and Directors of Customer Service, Revenue Management, Billing & Meter Reading.

What We Do? Provide networking and educational opportunities to industry peers through best practice sharing and sessions at the annual roundtable.

Where We Meet? The Meter to Cash Committee meets virtually through webinars, in person at planning meetings, conferences and monthly committee calls.

Anthony Murdock, Chair

Director, Customer Billing and Revenue Assurance

Angela R Green, Vice Chair

Manager, Revenue Management

Brian Gower, Member

Director Billing

Buddy Flake, Member

Mgr-Credit

Eddie Garcia, Member

Director, Customer Service

Gary Barnard, Member

Director, Customer Service

Kerry M. Hogan, Member

Managing Director, Billing & Meter Reading Processes

Michael Leon, Member

Director, Billing and Compliance

Telesa Walton, SGA Staff Liaison

Director of Member Engagement

Thomas Gilbert, Member

Director, Customer Revenue Management

Committee Activity Plan

View Activity Plan