Meet the Leader Powering the Moments that Matter

Having spent more than 40 years in the power industry, Daniel has learned that keeping a plant running takes more than technology and equipment. It requires communication, teamwork, quick decisions, and the ability to stay focused when the unexpected happens.

As a shift supervisor, he serves as a critical link between plant managers, operators, and other teams. He coordinates work across the plant, prioritizes issues, and makes sure the right people are focused on the right problems — all while monitoring the generating units and the electricity being produced.

“People are depending on us to keep the lights on,” said Daniel. “My job is to ensure the units stay at full power — and to control the situation if something goes awry.”

That can mean coordinating with mechanics, electricians, instrumentation and controls technicians, and others to troubleshoot equipment and determine what needs immediate attention. On a typical shift, Daniel may oversee anywhere from nine to 18 people, and sometimes more when he is asked to cover additional areas of the plant.

Through it all, Daniel relies on his team’s experience and their ability to collaborate. When a problem arises, they share what they’ve seen before, what they’ve tried, and what they believe could work. It isn’t always textbook. Often it’s years of experience and a team working together to find the answer.

For Daniel, delivering an excellent customer experience isn’t a catchphrase — it’s personal.

He thinks about the older couple next door who rely on air conditioning to stay safe in the heat. He thinks about people using medical equipment who need uninterrupted power. He thinks about workers who need to charge their cars to get to their jobs.

“Electricity means everything in people’s day to day lives,” Daniel said. 

That perspective also shapes how he leads his team and how he approaches every shift. 

Daniel believes the customer experience starts with the employee experience. That’s why he works to create an environment where people feel supported, appreciated, and connected to the purpose behind their work.

He makes a point of recognizing his team’s efforts, whether that’s with words of encouragement or coffee and banana bread waiting in the control room. These small moments build trust, and that trust helps his team perform at their best when the pressure is on.

When his team starts a new shift, Daniel encourages them to check their equipment and take care of what they can upfront to set themselves up for a smoother week ahead. He also stresses the importance of safety and open communication, urging operators to bring concerns forward quickly so problems don’t escalate.

And he reminds his team why their work matters. He talks about their families, their children, and the people in their communities who depend on reliable electricity. It’s a simple way to connect the work inside the plant to the lives outside of it.  

“I also tell my team that when they pass through the turnstile at the plant, they’ve got to be ready,” said Daniel. “No matter where they’re from or what their background is, we’re all working toward the same goal — to keep the lights on.”

For customers, it’s easy to take electricity for granted. Most people expect to flip a switch, turn on the air conditioning, or plug in a vehicle and have it work instantly. What they don’t see is the coordination, expertise, and teamwork required to make those everyday moments possible.

“It takes all of us working together to keep power flowing,” Daniel said. 

As we celebrate Customer Experience Week, we’d like to thank our team for the passion, dedication, and commitment they bring every single day. Together, we’re creating better customer experiences and making a positive difference in the communities we serve.

If you missed the earlier stories in our Customer Experience Week series, be sure to check them out. Each one shines a light on another behind the scenes leader who makes these everyday moments possible.