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Member since: 2021

Jessica Laird is the VP of Customer Experience with LUMA Energy. She is responsible for the end to end customer experience strategy for the largest electric utility in North America. Her mission is to set the bar for customer service in Puerto Rico. Prior to taking on the task of reforming Puerto Rico’s electricity system with LUMA Energy, Jessica has performed a variety of roles within the ATCO Group of companies ranging from BPO outsourcing to launching an Energy Retail company from the ground up. As a customer experience expert, Jessica is a firm believer in using Voice of the Customer programs as a road to success.