AKRON,
Ohio, June 11, 2024 /PRNewswire/ -- FirstEnergy
Corp. (NYSE: FE) has named Stephen
Avila to the role of Vice President of Customer Care,
effective June 3.
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
Arizona and is certified Six Sigma and Agile Methodologies.
He volunteers his time with numerous community organizations,
serving on several nonprofit boards focused on improving education
opportunities for disadvantaged youth.
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 Ohio, Pennsylvania, New
Jersey, West Virginia,
Maryland and New York. The company's transmission
subsidiaries operate more than 24,000 miles of transmission lines
that connect the Midwest and Mid-Atlantic regions. Follow
FirstEnergy online at www.firstenergycorp.com and on X, formerly
known as Twitter, @FirstEnergyCorp.
Editor's Note: A professional photo of Stephen
Avila is available for download on Flickr.
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SOURCE FirstEnergy Corp.