FirstEnergy Corp. (NYSE: FE) has appointed Stephen Avila as Vice President of Customer Care, effective June 3. Avila will spearhead efforts to leverage innovative technologies and data analysis to enhance the customer experience. He will oversee key functional groups managing customer accounts, payments, care, self-service options, and innovation in all aspects of FirstEnergy’s customer relationships. Avila will report to Michelle Henry, Senior Vice President of 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 following a 25-year career at Macy’s, where he served as Senior Vice President in 2016 and most recently as Head of Global Customer Service. In this role, he provided strategic leadership across large teams focused on sales, service, credit profitability, and overall customer experience. He also led initiatives to redefine the service model and utilize technology as a differentiator for business growth. Under his leadership, he streamlined processes and established governance across service platforms.
Avila holds a Bachelor of Science degree in Business Management from the University of Arizona and is certified in Six Sigma and Agile Methodologies. He volunteers with numerous community organizations and serves on several nonprofit boards focused on improving educational opportunities for disadvantaged youth.
FirstEnergy is committed to integrity, safety, reliability, and operational excellence. Its electric distribution companies form one of the nation’s largest investor-owned electric systems, serving over six million customers across Ohio, Pennsylvania, New Jersey, West Virginia, Maryland, and New York. The company’s transmission subsidiaries operate more than 24,000 miles of transmission lines connecting the Midwest and Mid-Atlantic regions.
For more information about FirstEnergy Corp., visit www.firstenergycorp.com or follow them on X @FirstEnergyCorp.
Editor’s Note: A professional photo of Stephen Avila is available for download on Flickr.
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