May 1, 2018 | 8:00 AM - 3:00 PM
Tampa Convention Center | Room 11
7:30 AM - 8:00 AM
Breakfast: Ballroom D
Sign-In: Room 11
8:00 AM - 8:15 AM
Welcome / Introduction to Field
Services Synergy Group
Eric VanBecelaere, Field Services Manager, Westar Energy
8:15 AM – 9:00 AM
Mark Tomlin, Manager, Workload Planning, Spire Energy
In this session, each attendee will introduce themselves, (name, title, company, type of utility, the number of customers and field employees), describe their "top of the mind issues", what they want to get out of the day, and something interesting or innovative that their utility is doing.
9:00 AM – 10:00 AM
Live Demonstration: Bulli Ray Occupational Dog Bite Prevention
10:00 AM - 10:15 AM
10:15 AM – 11:00 AM
Engaged Employees or Great Company - Which comes first?
Speaker: Joseph Martillotti, Senior Director Gas Operations, PSE&G
Organizations are nothing more than byproduct of the employees that work for them. As managers and leaders, it is our obligation to fully engage employees, allowing them to feel comfortable raising issues, being creative, and enjoying the work that they do. Every company across the industries use similar materials, tools and equipment. However, it's the people that use those items, that drive our business forward. In this session, we will explore the various ideas that some companies use to discover accentuate the leadership behaviors that each of their employees possess. In the end , we will find that engaged and confident employees utilizing their experiences allows results to drive themselves.
11:00 AM – 12:00 PM
Using Customer Surveys to Improve Field Services
Speaker: Alicia Grissom, Customer Experience, Westar Energy
Facilitator: Eric VanBecelaere, Field Services Manager, Westar Energy
12:00 PM - 1:00 PM
Lunch: Ballroom D
1:00 PM – 1:45 PM
Improving Customer Satisfaction during a Time of Corporate Change
Speaker:Christopher G. Silies, Spire Energy
Facilitator: Mark Tomlin, Manager, Workload Planning, Spire Energy
Spire Energy, one of the largest and fastest growing natural gas distributors and marketers in the Midwest, shares the success story around undergoing great change while simultneously improving customer satisfaction. With all eyes on corporate growth and change, company leadership wanted to ensure that customer service did not fall by the wayside. To make this happen, Field Gas Operation's leadership opted to implement specialized interventions around customer interface over a period of several years.
1:45 PM - 2:45 PM
Open Forum: Attendees, this will be a great opportunity to bring Hot Topic / Top of Mind Topics to discuss with others in your industry with similar interest and challenges.
Moderators: Joan Clark, Leader, Operations Coordination, The City of Calgary
& Timothy Davis, Director, Revenue Measurement & Control, Austin Energy
2:45 PM - 3:00 PM
Recap of the Field
Services Synergy Group Meeting
Timothy Davis, Director, Revenue Measurement & Control, Austin Energy
A review of today’s session will
be discussed, along with any questions or concerns from the attendees. Complete surveys.
If you have a Synergy Group question, please contact: