Karen Thomas
EPB has promoted Karen Thomas to vice president, Customer Relations. In this position, Ms. Thomas will lead the Customer Relations Team.
“In her new role, Karen will lead many critical efforts as we strive to be continually more responsive to our customers,” said David Wade, president and CEO of EPB. “Providing outstanding customer experiences matters more than ever as our industry undergoes rapid change. Our goal is to help our community bridge from the present to the future, so our customers can get the most benefit from emerging technologies and options.”
Officials said, "During her career at EPB, Ms.
Thomas has worked her way up from her initial position in Customer Relations. Since then she has assisted in building and upholding EPB’s award-winning customer experience. She made significant contributions during the launch of EPB Fiber Optics and helped restructure the EPB Customer Relations Team from operating Monday through Friday during business hours to delivering customer support 24/7/365. Ms. Thomas also led efforts to utilize SMS, Live Chat and social media to provide positive customer interactions."
“My customer service philosophy is to treat customers the way I want to be treated,” Ms. Thomas said. “With that in mind, the EPB Customer Relations Team and other EPB employees across the company are continually working to deliver outstanding customer experiences during every interaction, whether in-person, by phone or online.”
Ms. Thomas has been with EPB since 1980 when she graduated from McKenzie College with an associate of accounting degree. She spent her first 18 months with the company in Customer Relations before transferring to the Accounting Department. In 2001, Ms. Thomas rejoined the Customer Relations Department. Ms. Thomas is proud of her contributions to EPB’s mission of enhancing quality of life for the people of the Chattanooga area. In her free time, she and her husband, Dennis, enjoy taking walks with Super Cooper Thomas, their certified service dog.