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Con Edison

SASCS09 Winner

Company: Con Edison, New York, NY
Company Description: Con Edison is one of the nation's largest investor-owned energy companies, with approximately $13 bill ion in annual revenues and $30 billion in assets. The utility provides electric, gas and steam service to more than 3 million customers in New York City and Westchester County, New York.
Nomination Category: Customer Service Individual Categories
Nomination Sub Category: Customer Service Manager of the Year

Nomination Title: Mae Rice, Con Edison

1. Tell the story about what this nominee achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

We are pleased to nominate Mae Rice for Customer Service Manager of the Year.
Mae is Con Edison's Customer Operations Financial Manager and in that capacity
is critical to the accomplishment of the Company's customer service goals. Mae's
strategic management of our $154 million operations and maintenance budget and
$47 million capital budget has enabled Customer Operations to address the daily
needs of our customers while we develop and implement the new technology that
helps us to manage our current challenges and that will take us into the future.
In these tough economic times, Mae has been able to shepherd our resources to
enable us to achieve our performance targets and provide quality customer care.

Mae's hands on approach greatly benefits our operation. She has extensive and
detailed knowledge of our Customer Service organization and provides advice and
counsel to our vice president and general managers. She also works closely with
the management of line organizations to ensure that each organization is
properly funded anti that funds are well spent. Mae also assists in the
strategic planning of capital projects. Mae has been personally involved In all
the critical initiatives of Customer Service including:

• Funding and management of our more than 2,000 person human resource budgets of
Customer Service Representatives, Customer Field Representatives, and our
professional management team.
• Training to provide the skills and knowledge essential to for our employees to
provide quality service to every customer while keeping them safe,
• Development of our new enhanced bill.
• Employment of new outreach and education initiatives including mobile
information centers used during system emergencies and weather events that cause
our customers to lose service.
• Rollout of a new Company field operations system and automated meter reading
system.
• Implementation of technology solutions to enhance the service we provide to
our customers via phone and the internet.
• Support of the competitive marketplace with respect to both educational and
operational activities
• Submission of regulatory filings that enable funding of our operations and
projects.

2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

3. Provide a brief (up to 100 words) biography about the nominee:

Mae's extraordinary energy and commitment make her a critical member of our
Customer Operations team. Mae is a strong contributor and role model both at
work and in the community and is a recipient of the Company's prestigious Living
Our Values Award that recognizes exceptional achievement by Con Edison
employees. Mae acts as a mentor to young professionals in the Company's
Management Associate Program. She is a member of the American Association of
Blacks in Energy and is part of the Black Executive Exchange Program which is
headed by the National Urban League. Mae also gives her time generously to a
number of charitable organizations including the American Cancer Society and
Grace Baptist Church.