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Pacific Gas and Electric Company Appoints Marlene Santos as Executive Vice President and Chief Customer Officer

Strategic Insights

— 2 min read

Pacific Gas and Electric Company (PG&E) has announced the appointment of Marlene Santos as Executive Vice President and Chief Customer Officer, effective March 15, 2021. Ms. Santos, 60, will be responsible for a broad range of services and teams that support the more than 16 million people that PG&E serves in Northern and Central California. This includes customer contact centers, energy efficiency programs, electric vehicle and rooftop solar initiatives, billing, metering, and account services, marketing, and communications.

Ms. Santos brings a wide breadth of experience, including delivering best-in-class customer service, safety improvements, digital transformation, smart grid enablement, data analytics, and artificial intelligence deployment. As President of Gulf Power Company, a subsidiary of NextEra Energy, Inc., she led efforts that improved safety by over 90%, reduced operating costs by almost 30%, reduced carbon dioxide emissions by nearly 20%, and improved reliability by 50% in the two years prior to her appointment at PG&E.

"I truly believe that every decision we make at PG&E must begin with our customers at the forefront. I am excited to have Marlene join our team and bring her deep experience in delivering outstanding, industry-recognized customer service that is known for its innovation and customer centricity," said Patti Poppe, PG&E Corporation's Chief Executive Officer.

Key Takeaways:

  • Marlene Santos, 60, has been appointed as Executive Vice President and Chief Customer Officer of Pacific Gas and Electric Company, effective March 15, 2021.
  • Ms. Santos will be responsible for a broad range of services and teams that support the more than 16 million people that PG&E serves in Northern and Central California.
  • She brings over 39 years of experience in the energy industry, including positions at NextEra Energy and Florida Power & Light Company.
  • Ms. Santos has a strong background in delivering best-in-class customer service, safety improvements, digital transformation, smart grid enablement, data analytics, and artificial intelligence deployment.
  • Her appointment is expected to bring new leadership to PG&E's customer-focused initiatives, including energy efficiency programs, electric vehicle and rooftop solar initiatives, and marketing and communications.
  • Ms. Santos will report directly to Patti Poppe, PG&E Corporation's Chief Executive Officer.

Statistics:

  • PG&E serves more than 16 million people in Northern and Central California.
  • Ms. Santos led efforts at Gulf Power Company that improved safety by over 90%, reduced operating costs by almost 30%, reduced carbon dioxide emissions by nearly 20%, and improved reliability by 50%.
  • Her background includes delivering outstanding customer service, including ranking highest in residential customer satisfaction among large utilities in the South by J.D. Power.
  • PG&E's customer-focused initiatives include energy efficiency programs, electric vehicle and rooftop solar initiatives, and marketing and communications.

Sources:

  • "Pacific Gas and Electric Company Announces Leadership Appointments" by Pacific Gas and Electric Company (February 23, 2021)
  • "Pacific Gas and Electric Company Appoints Marlene Santos as Executive Vice President and Chief Customer Officer" by Cybernet Data Systems, Inc. (February 23, 2021)

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