Customer Focus: A State of Mind

“To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity.”  - Douglas Adams

NRG launched our Power Values in 2019, a list of principles for our company to strive toward in pursuit of industry-defining excellence. One of the main priorities on that list is customer focus. The recent addition of Vivint’s Smart Home team, and NRG’s new purpose statement – to power a brighter future together for our customers – drives home this customer-first philosophy. From first hearing about us to using our broad array of products and services, and contacting us with questions or issues, each touchpoint of the customer journey should be seamless, easy to navigate, and demonstrate our constant investment in their needs.

Every employee within the organization is responsible for contributing to this effort and its success - employees from sales, pricing, IT, plant personnel, operations, and beyond deliver on our customer-centric culture. In our fifth year, the peer-nominated Customer Experience Awards have been a way to recognize our colleagues who have gone above and beyond for customers. We know that when our teams feel supported and empowered, our customers win.

Join us in congratulating this year’s winners, who demonstrated sincerity and integrity in the following categories:

Employees nominated in this category actively listened and took customer viewpoints into consideration, often putting themselves into the customers’ shoes to understand and serve them better.

For 2023, the winners of Most Empathetic are:

• Bruce Rozsi – Supervisor, Sales Quality
• Christlyn Calloway – Continuous Improvement Analyst
• Gabrielle Episcopo – Associate Gas Trader
• Megan Woodward – Supervisor, Operations
• Kenion Harvey – Graphic Designer

Employees nominated in this category asked questions, identified common trends, and analyzed quantitative and qualitative data to uncover insights that helped them meet their customers’ needs.

For 2023, the winners of Most Insightful are:

• Janie Matthews – Manager, Operations
• Emily Bern – Supply Chain Manager
• Sarah Melville – Database Marketing Manager

Employees nominated in this category asked questions to help advance the customer experience and looked for best practices, outside of NRG and the energy industry, to continually improve the customer journey.

For 2023, the winners of Most Innovative are:

• Oscar Rodriguez – Senior Project Manager
• Alyna Brisco – Senior Product Manager, Technical
  
• Robert Wood – Account Executive
• Stacie Gonos – Senior Manager, Sales Process and Technology

Employees nominated in this category worked with others across the organization, creating a trusted and respectful team environment, to deliver an optimal customer experience.

For 2023, the winners of Most Collaborative are:

• Frank Morales – Senior Creative Manager & Head of Digital Design Team
• Hector Moreno – Operations Manager
• Shaun Hymes – Manager, Talent Business Operations
• Tomas Fernandez – Senior Manager, Retail Operations

Employees nominated in this category showed resourcefulness and immense initiative above expectations across all four award categories.

For 2023, the winners of the CX Impact of the Year are:

• Sidney Evans – Senior Advisor, Business Affairs
• Tom Gibson – Client Strategist

NRG CEO Mauricio Gutierrez hosted the awards and remarked on the committee’s challenge of choosing winners from more than 450 nominations. The winners, he felt, “demonstrate our commitment to our customers. They live our values every day, both as individuals and on a team level. Thank you for making Customer Service a priority in everything you do.”

Interested in learning more about our winners? You can watch our virtual ceremony.