$495 Registration Fee

May 19, 2020 | 8 am - 3 pm 
Room: 202 B


7 am - 8 am

Continental Breakfast - Ballroom C



8 am




8:10 am - 8:30 am

Welcome & Introduction to Credit & Collections Synergy Group


Facilitators: Beth Freibert, Sr Business Process Analyst , LG&E and KU Energy
Latrice  J. Williams, Utility Services Mgr, Los Angeles Dept of Water & Power


8:30 am – 9:15 am

Best Practices in Debt Resolution Today and Tomorrow


Speakers: Marko Ivanov, VP, Diversified Markets, TransUnion

  Facilitator: Gerri Drummond, Credit & Collections Coord., TECO Energy
  Summary: The consumer credit market was buoyed by strong economic factors in 2019, but what will happen in 2020 and beyond? What changes are anticipated to happen to the consumer risk profile? Providers must stay ahead of the market to effectively manage risk. Like the old proverb says, “Forewarned is forearmed.” In this presentation, TransUnion will walk through its macroeconomic outlook and dive into credit and collection market trends. They will discuss how utility providers can apply key customer insights and technology to the collections lifecycle, prioritizing debt resolution in a more meaningful way, all while preserving an excellent customer experience.
9:15 am – 10 am
Remote Disconnect Benefits
  Speaker: Tiffany Dennison, Dir, Accounts Receivable, Duke Energy
  Facilitator: RJ Key, Mgr., Revenue, Credit & Collections, APS


  • How are we thinking outside the box?
  • What are the benefits of  remote capable meters and how can they help during a storm?
  • What additional products and services are available to help with bill pay?
 10 am - 10:15 am
Coffee/Tea Break
 10:15 am - 11:00 am
Turning Collections into a Positive Customer Experience
  Presenter: Danny Johnson, Energy Assistance  Mgr,  Georgia Power
  Facilitator: John Zobenica, Coord. Customer Care Analyst, North Western Energy

Summary: With the introduction of new rates, programs and services (Pre-Pay, Pay by Day, Flat Bill, Budget Bill, Senior Citizens discount), Georgia Power has accomplished many disparate customer service goals, especially in their collections cycle. They have shortened the collections timeline from 90 to 53 days to reduce arrears. They are offering connect and disconnect service on the date requested. They are providing energy assistance to payment-vulnerable customers. Proactive communications and messaging have been implemented. Technology enhancements offered by their updated website, IVR and customer app are offering tangible improvements in the CX. Hear how this utility is firing on many customer operations cylinders, especially collections.

 11:00 am - 12 pm
Roundtable Discussion: How Do We Handle Credit & Collections with the Focus on Customer Experience? - Attendees please come ready to share your knowledge and experience on this topic.
  Facilitator: Mitch Carmosino, Mgr, Accts Receivable, Duke Energy
  Summary: Credit and collections policies are not the most customer friendly experiences. What are some other credit and collection strategies as utilities move to  customer focus policies? Do utilities consider regulatory rules as they are make decisions?  Come and share your utility's best practices!
12 pm - 1 pm
Lunch - Ballroom C



1 pm – 2:30 pm

Open Forum Discussion

  Facilitators:  Clayton Dean, Mgr., Customer Experience Center, TECO Energy &
RJ Key, Mgr., Revenue, Credit & Collections, APS


*Attendees, this is a great opportunity to bring Hot Topics and Top of Mind issues to discuss with industry peers who have similar interests and challenges. 


2:30 pm - 3 pm

Closing and Surveys

   Facilitator: Gerri Drummond, Credit & Collections Coord., TECO Energy

We will close with a review of today’s sessions and completion of surveys. 

If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager