Kristin Punter serves as a Senior Director at Pacific Gas and Electric Company (PG&E), where she plays a pivotal role in enhancing customer service operations through her leadership of the Customer Service Outreach (CSO) and Strategic Workforce Management (WFM) teams. With over 28 years of...
Kristin Punter serves as a Senior Director at Pacific Gas and Electric Company (PG&E), where she plays a pivotal role in enhancing customer service operations through her leadership of the Customer Service Outreach (CSO) and Strategic Workforce Management (WFM) teams. With over 28 years of extensive experience in customer service and leadership across the utility and wireless telecom sectors, Kristin has cultivated a deep expertise in workforce management that is critical to PG&E's mission of delivering reliable and efficient energy solutions.
In her current role, Kristin oversees a substantial budget exceeding $58 million, ensuring that resources are allocated effectively to optimize workforce performance. Her team is responsible for sophisticated capacity planning and the implementation of cutting-edge technologies, including an enterprise communication platform and advanced contact center technologies such as Interactive Voice Response (IVR) systems and Conversational Voice AI. These innovations not only enhance customer interactions but also streamline call routing and improve overall service delivery.
Kristin's strategic approach to workforce planning encompasses forecasting, scheduling, and intraday management, enabling her team to respond dynamically to customer needs. Her commitment to data analysis and reporting ensures that performance metrics are continuously monitored and refined, driving operational excellence. Additionally, Kristin's skills in generative AI and vendor management empower her to influence cross-functional teams effectively, fostering collaboration that enhances PG&E's service capabilities. Through her leadership, Kristin is not only shaping the future of customer service at PG&E but also setting a benchmark for workforce management practices in the utility industry.
