SAN DIEGO, Nov. 13, 2012 /PRNewswire/ -- Caroline A. Winn, vice president for customer service and chief customer privacy officer at San Diego Gas & Electric (SDG&E), received the 2012 Customer Service Leader of the Year award today from Energy Central's Intelligent Utility magazine for employing smart grid technology and enhanced customer call center response methods to connect with customers and better serve their energy needs. With this award, SDG&E solidifies its position as a national leader in developing innovative ways to engage customers about how they can use energy more efficiently and play a vital role in conservation efforts that help the environment.
"To receive this renowned customer service award from one of the leading publications in the energy industry is something I deeply value and appreciate," said Winn. "While my name is on the award, this is a testament to the forward-looking and sustainable stance of San Diego area residents, who are early adopters of new technology and ready to get involved in energy efficiency efforts that benefit the region. I'd also like to recognize the hard work and dedication of all our employees in facilitating this new approach to energy management and helping our customers at every turn."
Winn received the recognition today as part of the 7 th annual Knowledge, Innovation, Technology, Excellence (KITE) awards that are presented by Intelligent Utility magazine at the Knowledge Executive Summit in Houston, Texas on November 12-14. The event is sponsored by the magazine's parent company, Energy Central, which is a leading online news and information hub for the energy industry. The 2012 Customer Service Leader of the Year award specifically honors Winn for "modernization of SDG&E's contact center, improving billing accuracy, expanding payment options, and development of new customer communication channels."
Winn has spearheaded several customer service enhancement efforts at SDG&E, including transforming the customer contact center from being primarily focused on billing questions to serving a broader function as the customers' trusted energy advisor on a variety of subjects. SDG&E personnel are also expanding beyond phone banks to answer customer inquiries on power outages and other subjects via social media. This holistic approach to customer service starts with additional training for SDG&E call center representatives that emphasizes broad knowledge of available programs and services. This creates a one-stop-shop for customers that ensures they get the information they need right away.