00:00It's also deeply fulfilling.
00:02It's rewarding to shape how we serve our customers
00:05and contribute to the nation's growth in collaboration
00:09with the various stakeholders, including government.
00:30Officially, I am the Chief Revenue Officer of Meralco.
00:34But when asked, what is my role?
00:36Well, I think my role is really being the guardian of customer experience,
00:42ensuring that we put the customers in the front and center of everything we do.
00:48Well, happy, satisfied customers are the foundation of sustainable growth.
00:52Not only of sustainable growth of Meralco,
00:55but also our role is really to ensure that we deliver value to our customers
01:01and ensure growth of their businesses as well.
01:04Or if it's a home, improve their lifestyle in terms of living comfort by way of using electricity.
01:13Meralco's journey started with powering Manila's first electric streetcar in 1903.
01:26We've been through wars, economic shifts, cultural shifts,
01:30and the key to outlasting all of that, even thriving despite all that, has always been innovation.
01:37Innovation goes by many names.
01:40When I started with Meralco, it's actually Kaizen, continuous improvement.
01:45Anything, any improvement is innovation.
01:49Nowadays, it's actually anchored on digital transformation.
01:53So, simply put, we have to keep adjusting and adapting.
01:58Innovation is in Meralco's DNA, literally.
02:01It's one of our core values.
02:04How can you be of service to your customers if you're not anticipating or adjusting to what they need?
02:10I recall that we were one of the first utilities in the Philippines to leverage in social media,
02:16not just for marketing, but to actively engage our customers.
02:20And I think we've been successful at that, that by now,
02:26more than 60% of our transactions or engagement with customers are actually being done online.
02:35We are passionate about new technologies and solutions that empower both businesses and homes alike,
02:41so our customers can make smarter, more informed decisions about their energy use and purchases.
02:48Take smart homes, for example.
02:50While Meralco is not in the business of selling smart homes,
02:54we're committed to understanding how this can enhance everyday life
02:58and share this learning with our customers.
03:01We support with solutions such as net metering, zero export,
03:06and distributed energy resources, or DER.
03:12We're also one with government as a big supporter of electric vehicles.
03:17We're also one with government as a big supporter of electric vehicles.
03:22We're also one with government as a big supporter of electric vehicles.
03:27We're also one with government as a big supporter of electric vehicles.
03:30In fact, we've been recently recognized as a Pioneer EV Adoption Enabler
03:36by the Electric Vehicle Association of the Philippines during the recent Philippine EV Summit.
03:42Our role is to ensure the safe installation of home and commercial charging stations.
03:52I am an engineer with experience across various Meralco operating departments.
03:56I leverage this background to ensure that we deliver the best possible service.
04:01It starts with mapping our customer journey,
04:04identifying pain points for our customers, businesses, and stakeholders,
04:09and addressing them effectively.
04:12We don't rely on assumptions.
04:14I always say to my team that first we have to understand the customer needs
04:20and anticipate them.
04:22So the key is anticipate, anticipate, anticipate.
04:26Before they need it, we already have some thoughts or solutions
04:30to some sort of address their evolving needs.
04:34These insights drive our innovation,
04:37enabling us to offer solutions that go beyond energy distribution,
04:41meeting both energy and even non-energy needs.
04:44This approach strengthens Meralco's position as a trusted partner
04:48and end-to-end energy solutions partner.
04:51We call that E2E ESP.
04:54I always remind my team to serve with passion and compassion,
04:58treating every interaction as an opportunity to better understand our customers
05:03and show that we truly care.
05:10Yeah, it was actually my childhood dream,
05:13basically because my father is in the industry,
05:17so he used to be with Napocor.
05:20So during my childhood days, he usually takes me to his work site,
05:25the field, when he does audits.
05:28And I see towers, I see linemen, so it some sort of excites me.
05:32And of course, the story behind those lines,
05:37where it goes to, what it brings about in terms of powering the nation.
05:43So I graduated in March 1986, right after people's power revolution.
05:48And it's the height of nationalism and idealism.
05:51So coming to Meralco, I some sort of aligned with the values of the company
05:58in terms of the malasakit, makabayan,
06:02as well as integrity, accountability, and customer service.
06:08Entering Meralco as a cadet engineer, I was eager to make a difference.
06:13I had the privilege of stepping to leadership roles
06:16across various Meralco operating departments, more than a dozen of them.
06:20Each leadership role brought something new,
06:23whether it was pioneering system analysis organization,
06:27focusing on customer services and relations in the customer retail service group,
06:32or driving transformation at various levels of the company.
06:37These experiences all contributed to my growth and ability to lead
06:41in ways that continue to drive Meralco forward.
06:44I think my understanding of the entire operations
06:49actually gave me that sense of understanding on the capability of the organization
06:57and how we can best serve our customers' needs.
07:02And over the course of my 38 years,
07:05my most meaningful milestones have been centered on transformation,
07:09building a customer-centric organization, fostering resilience,
07:14driving sustainable innovations, and mentoring future leaders.
07:24It's definitely stressful.
07:26It's really demanding, and of course, stress comes from that sense of accountability
07:34and responsibility in terms of delivering that value.
07:38So yes, it's demanding, but more importantly, it's also deeply fulfilling.
07:43It's rewarding to shape how we serve our customers
07:46and contribute to the nation's growth in collaboration
07:50with the various stakeholders, including government.
07:53Stress, it comes with the territory.
07:56To manage stress, I usually make it a point to recharge.
08:02And on workdays, positive feedback from customers,
08:06achieving project milestones, support from partners,
08:10and celebrating small wins deliberately, of course, help manage stress.
08:15Weekends are my time to recuperate, assuming there's no work.
08:19Staying active is also key.
08:21I play basketball, volleyball in my younger days, but now less frequently.
08:28More frequently, I play golf.
08:30These activities, combined with quality family time,
08:33help me stay refreshed and focused for the week ahead.
08:37But of course, stress is better shared.
08:40So you should ask my subordinates.
08:42Because equally, they share that accountability and responsibility.
08:46And of course, accountability is big in Malarco
08:50in terms of being also one of our core values.
09:00♪
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