Carol Tracey Awards Presented at NEPPA Conference

The 2011 Carol Tracey Awards were presented at NEPPA's annual Customer Service Conference held in September at the Concord Inn in Concord, Mass. This award is given to employees of NEPPA member utilities who deliver outstanding service to their customers, either through sustained, exceptional performance in serving their customers or the development of new and/or innovative programs to meet customer needs.

Recipients are:

Judy Hunt – Business Services Specialist, Littleton Electric Light and Water
Judy Hunt has served the customers of the Littleton Electric Light and Water Departments for over 23 years. During that time, she has performed her many duties with enthusiasm, skill and a wealth of knowledge. She treats all customers with respect, kindness and patience and is always willing to lend her assistance at community service functions, such as school field trip visits to the utility, the annual Senior Citizen Luncheon and the holiday programs to help the less fortunate which she organizes each year. Judy is also responsible for training new employees in every aspect of customer service and the use of the Department’s information systems and technology. She is always one of the first employees in and one of the last to leave when there are service outages due to storms and works long hours during these emergency periods without complaint. She is an outstanding public power professional.

Barbara Janowsky – Senior Department Clerk, Concord Municipal Light
Barbara Janowsky’s title of Senior Department Clerk does not do justice to the work she does. She is the individual at Concord Municipal Light who works tirelessly with customers who have difficulties in paying their bills on time. She prepares payment schedules, investigates whether financial assistance is available from other sources and will assist with all of the paperwork necessary to apply for financial assistance or the reduced rate program. She is not, however, a pushover: she can easily identify customers who are simply playing the system to get out of making bill payments. For these customers, she has a gentle but firm manner, and they soon learn that they are dealing with a customer service professional. Barbara is a wonderful asset to Concord Municipal Light and its customers, many of whom go out of their way to thank her when she has helped them solve their payment problems.

John Terrasi – Customer Service Manager, Shrewsbury Electric & Cable
John Terrasi has provided top-notch service to the customers of Shrewsbury Electric Light and Cable for over a decade. As the manager of the Department’s customer service programs, he has modernized the department through the implementation of many new information systems, while overseeing the expansion of Department services to a wide variety of electric, cable, internet and telephone products. His department has also evolved to include product and sales, as well as service functions. Throughout his service to SELCO, John has embraced these changes and has led his staff to a customer satisfaction rating of 96.6% in a recent community poll.

Laurie Anderson – Business Manager, Mansfield Municipal Electric
As Business Manager of the Mansfield Municipal Electric Department, Laurie Anderson is responsible for supervision of a staff of four Customer Service Representatives. Her responsibilities for serving the public and her fellow staff members, however, go way beyond her supervisory duties. She assists the Department manager with preparing financial reports for Board meetings, newspaper ads for department bids, bid summaries and contract documents, processes hundreds of credit and debit payments each month and does it all in a timely, professional manner that makes her a pleasure to work with. She is well liked by the customers of the Electric Department and by everyone who works for the town of Mansfield. She is a consummate public power professional who delivers outstanding service to her Department and those that it serves.

NEPPA is pleased to recognize these four individuals with this Carol Tracey Award.