FirstEnergy Names Stephen Avila Vice President, Customer Care
On June 11, 2024, FirstEnergy Corp. (NYSE: FE) announced the appointment of Stephen Avila as Vice President of Customer Care, effective June 3. Avila, formerly with Macy's, brings extensive experience in leveraging technology and strategic leadership to drive customer experience. He will oversee key functions such as customer account management, payment systems, and self-service options. Reporting to Michelle Henry, Senior VP of Customer Experience, Avila aims to innovate and enhance FirstEnergy's customer care processes. FirstEnergy serves over 6 million customers across multiple states and operates a vast transmission network.
- Appointment of experienced leader Stephen Avila, with a solid track record at Macy's.
- Focus on leveraging innovative technologies and data analysis for enhancing customer experience.
- Avila's background in strategic leadership across large teams can drive significant improvements.
- FirstEnergy's commitment to customer care and operational excellence reinforced with new leadership.
- No immediate financial details or projections were provided about the impact of this appointment.
- Potential disruption during the transition period as new strategies and technologies are implemented.
Avila will lead the work leveraging innovative technologies and data analysis to drive a superior customer experience. He will oversee the company's key functional groups that manage customer accounts and payments, provide customer care and self-service options and drive innovation in all aspects of FirstEnergy's relationship with customers. Avila will report to Michelle Henry, Senior Vice President, Customer Experience.
"Stephen brings a great deal of experience from the highly competitive retail space, effectively using technology, people and processes to drive innovative and scalable solutions to transform the customer experience," said Henry. "We look forward to his fresh perspective and expertise that will accelerate our efforts to meet the customer where they are in their journey and quickly adapt to changes so we can consistently deliver an exceptional level of service."
Avila joins FirstEnergy from Macy's, where he had a 25-year career, serving as Senior Vice President in 2016 and most recently Head of Global Customer Service. In that role, he provided strategic leadership across large, multi-dimensional teams focused on selling, service, credit profitability and overall customer experience. He also led efforts to redefine the service model and utilize technology to create a "service as a differentiator" driver of the business. Under his leadership, he enabled the simplification and optimization of processes and established governance across service platforms and strategies to drive transformation.
Avila earned his Bachelor of Science degree in Business Management from the University of
FirstEnergy is dedicated to integrity, safety, reliability and operational excellence. Its electric distribution companies form one of the nation's largest investor-owned electric systems, serving more than 6 million customers in
Editor's Note: A professional photo of Stephen Avila is available for download on Flickr.
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SOURCE FirstEnergy Corp.
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