In his day job, Tom Cunningham, leads a vendor management team focused on Duke Energy’s revenue services vendors in the billing, payment and debt collection space. Together, they manage over 20 vendors who support these business processes. With seven seasoned colleagues at his side, Tom’s team are considered SMEs in their fields. Together, they report to Duke’s customer service support general manager, who is also responsible for call center vendor management, training, quality control, plus workforce scheduling management.
“One thing I’m proud of is finding a new way to deal with stress and anxiety. In the past, I just felt like I could handle things on my own and didn’t really understand the long-term mental impact of not dealing directly with daily stress and anxiety. My wife found an app called, ‘Calm’. It offers a few simple breathing exercises and encourages me to take time to be grateful for many things we tend to take for granted. Walking first thing in the morning and doing those simple daily breathing exercises really helps start my day positively.” – Tom Cunningham |
After work hours, Tom and his wife share a goal to see every US National Park. Their favorites so far? “Zion National Park, Acadia National Park and Joshua Tree National Park are our current top three, but there are so many more that I’m sure those will change over time.” Married for 34 years, they have two daughters: the elder lives in Tampa where she is a private investigator, the younger as a computer engineer in Chicago. Tom has just started playing pickleball, an easy transition after so many years chasing tennis balls. The proud owner of three kayaks, Tom loves to paddle whenever he finds the time.
This is Tom’s second stint as a Planning Committee member. He serves on the Billing & Payments Workshop Track and Deep Dives category. “In my role, I’m lucky to interact with a large and diverse group across multiple Duke Energy departments. Having those connections allows me to educate others about IUCX and its educational benefits and connection opportunities. I love to learn from others and share Duke’s successes and accomplishments. It helps to understand that, in many cases, we in the utility customer service industry struggle with the same issues. IUCX offers different approaches and the latest marketplace products and services that help us widen our perspectives for our customers.”
Comments