EnergyBiz Leadership Series An Exclusive Web Event
Reshaping the Customer Relationship Thursday, March 18th 12:00 pm ET Cost: Free — Includes Interactive Q&A Session The move toward a smart grid must include a whole new relationship with the consumer. Providing two-way information flow and putting more decision-making ability and control in the hands of the consumer is critical. This free webcast, sponsored by SAP, will look at the impact of dramatic change from the perspective of both utility and consumer and examine some of the issues that may make the transition easier. . .and more valuable to both parties. By attending, you will learn: • How SRP used pre-payment to reduce energy consumption by 12% and improve customer satisfaction. • How ComEd's portfolio of energy efficiency programs boosted customer satisfaction from 86% to 98%. • Why customer education is critical to smart grid success and what methods are most effective for obtaining consumer buy-in. Don't miss this exclusive chance to hear leading industry voices weigh in on this critical issue. Seats are limited, so register today for this free webcast.		Exclusive Underwriter: Panel: Paul Lau Asst. Gen. Mgr., Customer, D&T Sacramento Municipal Utility District (SMUD) Lisa Olmstead VP of Customer Care ComEd Carrie Young Manager of Residential Customer Services Salt River Project (SRP) Marty Rosenberg Editor-in-Chief EnergyBiz Magazine Produced by:

Speaker Biographies:

As Assistant General Manager of Customer, Distribution & Technology, Paul Lau is responsible for overseeing SMUD's retail and technology operations including customer services, energy delivery, energy efficiency, customer renewable programs, telecommunication and enterprise business applications. He is currently the executive sponsor for SMUD's deployment of advanced metering infrastructure and smart grid initiatives. 

Prior to being named Assistant General Manager, Paul served as the Deputy Assistant General Manager, Customer, Distribution & Operations and the District's Director of Customer Services. His responsibilities included billing and payment processing; Contact Center operations; meter reading; customer service program planning; energy efficiency planning and evaluation; new product and service development; market research and evaluation; rates, pricing and load research; channel management (Web, IVR, direct mail and Contact Center); and the Energy and Technology Center for customer education. 

Paul has over 25 years of utility experience. His past areas of responsibility include substation design and construction, line design and construction, system protection and control, and construction standards development. 

Paul is a registered professional electrical engineer in the state of California and received his bachelor's degree in electrical power engineering from California State University, Sacramento.

Lisa K. Olmstead
Vice President, Customer Care, ComEd

Lisa K. Olmstead, vice president, customer care, is responsible for managing ComEd’s call center operations. Her primary focus is improving the quality of interactions with ComEd’s residential, small commercial and industrial customers.

ComEd is a unit of Chicago-based Exelon Corporation. ComEd delivers electricity to approximately 3.8 million residential and business customers across northern Illinois, or 70 percent of the state’s population.

Exelon Corporation is one of the nation’s largest electric utilities with approximately $19 billion in annual revenues. The company has one of the industry’s largest portfolios of electricity generation capacity, with a nationwide reach and strong positions in the Midwest and Mid-Atlantic. Exelon distributes electricity to approximately 5.4 million customers in northern Illinois and Pennsylvania and natural gas to approximately 485,000 customers in the Philadelphia area. Exelon is headquartered in Chicago and trades on the NYSE under the ticker EXC.

Carrie Young
Manager of Residential Customer Services, Salt River Project (SRP)

Carrie Young develops and executes the Residential Customer Services strategic blueprint. She defines and creates a service culture in Residential Customer Service, ensures overall operational effectiveness, and manages to a comprehensive set of customer focused metrics. Carrie is responsible for providing management oversight and leadership to residential customer services staff as well as its external call center partner, internal call centers and branch operations, to ensure service excellence and customer convenience. She manages the administration and operation of complex computerized systems and software including the Automated Call Distributor System and Interactive Voice Response Unit.

She also has operational responsibility for Research and Communications services, and Training and Quality Assurance. Carrie joined Salt River Project in 2000 as a Senior Business Analyst. She managed Customer Billing, during SRP's migrations to its new Customer Information System. She also managed Revenue Cycle Services, and was responsible for setting the strategic direction for the meter to cash revenue cycle functions of SRP, including the smart meter deployment.

Prior to joining SRP, Carrie spent 20 years in the United States Air Force in Systems Analysis where she led several project teams for both classified and unclassified projects related to Systems Analysis. She holds a Bachelor of Science degree in Computer Science from Chapman University and a Master Degree in Information System Engineering from Western International University.