Mary is the SVP of Customer Service Experience at Ameren Illinois Company. Her day-to-day involves the customer--focusing the entire organization to "think customer" through exceptional customer service and relevant, timely communications. Mary utilizes customer feedback to better inform her team, as she strives to continuously improve and adapt.
Ameren has grown significantly over the past 20 years and has increased its emphasis on customer experience through multiple channels. Like other companies during the pandemic, a move to digital platforms was key to building and maintaining customer engagement. Now that life is returning to a sort of “new normal,” Ameren works with customers impacted financially by the pandemic to help them with bill payment assistance. They are also working on new self-service, digital capabilities to meet future needs and expectations.
Being authentic is at the top of Mary’s list, when it comes to defining female leadership. “You have to understand yourself and your unique capabilities and talents. That’s what you capitalize on when you lead … your own strengths and abilities. You have to be true to yourself.”
Mary has been a member of Forum since 2014 and finds value in networking and engaging with highly accomplished women. This year she decided to get involved in the Issues Exploration committee, which she describes as meaningful.
Mary is a mother to two sons and has recently become a grandmother in November 2020. She claims whatever you’ve heard about being a grandmother doesn’t come close to how wonderful it really is. Her husband is a cook and they have fun playing in the kitchen together.
Mary’s recommendation: Get vaccinated if you haven't already done so. Spend in person time with your family and friends, while practicing necessary pandemic protocols.