Our Customer Service practice assists our electric and gas utilities clients to plan, implement, and manage their customers’ experience. Our services include the following:
- Optimizing the meter-to-cash business cycle
- Multi-channel customer experience strategy (web, mobile, contact center) and voice of the customer strategy
- Contact center strategy and operations for existing and new contact centers, including planning, design, operations and management
- Planning, design, and management of customer interface capabilities including interactive voice response (IVR) systems, website, mobile app, and chat
- Utility website assessment, redesign, and implementation services
- Business process assessment, redesign, and automation of core customer service areas, including billing, contact center, credit and collections, payments, start/stop/move and emergency/major incident communications
- Meter reading operations, AMI/AMR implementation, and meter management services
Customer Service Team
Tim Eibes
Manisha Shah
Lee Wood
Holly Sheets
Tim Eibes
Tim Eibes supports our Generation and Customer Service practices with over 35 years in the global electric power sector where he gained executive experience in power plant engineering, plant construction, and power production capital maintenance projects on four continents. He has provided written and oral expert testimony at state regulatory and civil hearings as well as a U.S. congressional hearing. He earned a B.S. and M.S. from the University of Northern Iowa, respectively in Construction Management and Business.
Manisha Shah
Manisha Shah supports our Corporate & Shared Services and Customer Service practice areas with more than 20 years of experience advising energy clients on strategy, planning, and operational improvement projects. Her engagements have covered strategic planning, business and operating model transformation, and operations and organization issue identification and mitigation. She has a B.A. in Economics and Politics from Wake Forest University and a Master of Public Policy from Duke University.
Lee Wood
Lee Wood supports our Customer Service practice area with over 15 years of experience working with electric and gas utilities across North America. His career has focused on planning, designing, implementing, and evaluating clean energy programs, including energy efficiency, demand response, distributed generation, and electric vehicles. He has been a frequent speaker on industry issues, has provided expert testimony in numerous jurisdictions, and has published professional articles on energy efficiency and use topics. He holds an M.B.A. from the University of North Carolina at Chapel Hill.
Holly Sheets
Holly Sheets supports multiple practice areas with her experience as a management consultant in a multinational firm and as a project manager for a growing independent energy company. In both her consulting and corporate management roles, she led several enterprise initiatives and post-merger integrations and has supported executive leadership with strategic planning and portfolio management. Holly has a B.A. in Business Administration and Marketing from Texas A&M International and an M.S. in Marketing from Texas A&M University.