Small Actions, Meaningful Impact: Helping customers through challenges big and small 

Whether it’s solving a problem, simplifying a process or making sure an issue gets the attention it needs, PECO employees are helping make things easier for customers when they need support. 

When customers reach out to PECO, they may be dealing with an outage, preparing for severe weather, trying to understand a process or simply looking for help with a problem they haven’t been able to solve. 

Whatever brings them to us, our goal is the same: listen, understand what they need and help them move forward. 

Those everyday moments are at the heart of our commitment to customers. They’re also reflected in the stories of 10 employees recently recognized through our annual Kathy Lentini CX+1 Awards. This year’s recipients demonstrate how thoughtful, responsive support can make a meaningful difference. 

In the field 

Scott George, Gas Operations 

While PECO crews were working on a residential street, a homeowner mentioned a damaged stretch of pavement in front of his house. Early morning truck traffic over the bump kept waking his son. Although PECO’s work hadn’t caused the problem, Scott said he would see what he could do. He worked with a colleague to get the road patched. The family wrote to PECO afterward to say their son is finally sleeping through the night. 

Ronald Tindall Jr., Electric Operations 

Ahead of a winter storm, a customer called about a tree leaning on utility wires. Ron determined the lines belonged to a communications company, not PECO. The customer then pointed out branches touching the line from her house to the pole. After explaining the guideines and responsibilities, Ron safely removed the branch that posed the greatest risk before the storm arrived. The customer later wrote  to thank him for his kindness and willingness to help. 

Alexander Dante, Electric Operations 

Less than a year into his role as an engineer, Alex was leaving the office late during storm restoration when a local grocery store owner approached him. Frustrated by repeated outages and unable to ge answers, the owner explained the situation. Alex took time to investigate, determined the issue was not routine, and connected with the shift team to have a crew dispatched. The problem was resolved, and the customer was grateful to have found someone who listened and took ownership.  

Brandon Baumeister, Electric Operations 

Just three months into his role, Brandon helped an older customer complete a work-site safety request through PECO’s website, patiently guiding her through the process  step-by-step. She later emailed to thank him for making what felt like a difficult task simple and manageable.  

Behind the scenes 

Daarina Slocum, Customer Operations 

When another department needed urgent support to address emergencies involving housing authorities, often after normal business hours, Daarina stepped in. She remained calm under pressure, coordinated responses and followed up the next day to confirm each issue had been fully resolved. 

Richard Dorsey, Customer Operations. 

When a colleague needed assistance completing a landlord-tenant agreement, Richard walked them through the process from start to finish. He answered questions with patience and professionalism, no matter how many times they were asked. His colleague later reached out simply to thank him for his support. 

April Norman, Customer Operations 

As a new account manager, April quickly became a trusted resource for her teammates navigating complex billing questions. Her willingness to share knowledge and coach others helped colleagues better serve customers with confidence. 

Stacy Shrieves, Alundra Nelson, and Talaya Agiya, Technical Services 

PECO’s Innovation Team led more than 20 Customer Operations employees through two projects focused on addressing common customer pain points. From improving meter identification processes to ensuring customer escalations receive prompt acknowledgment, the team’s facilitation helped turn employee ideas into practical solutions that improved customer experience. 

These moments are part of how we strive to be on for every challenge, providing responsive, thoughtful support when our customers need us. That commitment is reflected in major programs and initiatives, but it also comes to life in everyday moments when employees take the time to listen, follow up, and find solutions. 

Congratulations to the 2026 Kathy Lentini CX +1 Award recipients!  

Behind the name of these awards is a legacy that continues to shape how PECO serves its customers. Kathy Lentini was known for her relentless focus on customers and ability to bring a personal touch to every interaction. The awards were named in her memory, honoring employees who carry forward that same spirit of listening, caring and going the extra step.