PG&E Continues to Bolster Senior Leadership Team, Appoints Marlene Santos as Executive Vice President and Chief Customer Offi...
February 23 2021 - 9:12AM
Business Wire
Ms. Santos Brings Almost Four Decades of
Experience and Industry-Recognized Performance in Customer Service,
Operations and Integration
Pacific Gas and Electric Company (PG&E) today announced the
appointment of Marlene Santos as Executive Vice President and Chief
Customer Officer effective March 15, 2021. Ms. Santos will be
responsible for a broad range of services and teams that support
the more than 16 million people that PG&E serves in Northern
and Central California. This includes PG&E’s customer contact
centers; programs supporting energy efficiency, electric vehicles,
rooftop solar, demand response and low-income customers; billing,
metering and account services; marketing and communications; and
Regional Leadership Teams that PG&E will form as part of its
regionalization efforts. She will report to Patti Poppe, PG&E
Corporation’s Chief Executive Officer.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20210223005740/en/
Marlene Santos Executive Vice President
and Chief Customer Officer (Photo: Business Wire)
“I truly believe that every decision we make at PG&E must
begin with our customers at the forefront. I am excited to have
Marlene join our team and bring her deep experience in delivering
outstanding, industry-recognized customer service that is known for
its innovation and customer centricity. She brings both her keen
skillset and her caring heart to our work. I know our entire team
will look forward to working with Marlene as we strive to deliver
better experiences and outcomes for the customers we are privileged
to serve,” said Ms. Poppe.
For the past two years, Ms. Santos served as President of Gulf
Power Company, a subsidiary of NextEra Energy, Inc. (NextEra).
Prior to that, she served as NextEra’s Chief Integration Officer
for the company’s acquisition of Gulf Power and two other
acquisitions. During her nearly 40-year career with NextEra, she
served in several other senior operational and leadership roles
including Vice President, Customer Service for Florida Power &
Light Company (FPL). Ms. Santos brings a wide breadth of experience
including delivering best-in-class customer service, safety
improvements, digital transformation, smart grid enablement, data
analytics and artificial intelligence deployment, cultural
transformation, and emergency response to natural disasters.
“I am honored to join Patti and the PG&E team. California
and its customers are on the cutting edge of innovation and clean
energy, and PG&E’s customer service approach must reflect those
guiding principles. I know our 25,000 coworkers are engaged and
working hard every day to deliver safe, reliable, affordable and
clean energy to the homes and businesses of Northern and Central
California. I look forward to listening to and understanding our
customers’ needs so that we can continuously improve our customers’
experience in the years ahead,” said Ms. Santos.
In her two years as President of Gulf Power Company, Ms. Santos
led the work that has improved safety by over 90%, reduced
operating costs by almost 30%, reduced carbon dioxide emissions by
nearly 20%, and improved reliability by 50%.
Ms. Santos joined FPL in 1981 and served in positions of
increasing responsibility in the areas of finance, marketing and
customer service. Under her leadership, FPL was consistently
recognized for providing outstanding customer service, including
the J.D. Power Award for ranking highest in residential customer
satisfaction among large utilities in the South. FPL also was named
a “Utility Customer Champion” for outstanding performance among the
nation’s leading utilities by Market Strategies International in
both 2016 and 2015; and received the prestigious ServiceOne Award
for excellent customer service among utilities in the United States
and Canada for an unprecedented 10 consecutive years.
Ms. Santos graduated summa cum laude from the University of
Miami with both a bachelor’s degree in finance and a master’s
degree in business administration. Her committee service has
included the Edison Electric Institute (EEI) and the Women in
Energy Forum.
About PG&E
Pacific Gas and Electric Company, a subsidiary of PG&E
Corporation (NYSE:PCG), is a combined natural gas and electric
utility serving more than 16 million people across 70,000 square
miles in Northern and Central California. For more information,
visit www.pge.com and www.pge.com/news.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210223005740/en/
Media Relations 415.973.5930
PG&E (NYSE:PCG)
Historical Stock Chart
From Mar 2024 to Apr 2024
PG&E (NYSE:PCG)
Historical Stock Chart
From Apr 2023 to Apr 2024