Easton Utilities is pleased to announce the promotion of Paula Taylor to the Director of Customer Experience. In this role, Taylor will lead initiatives to enhance customer engagement and improve customer satisfaction for the numerous services the utility provides.
“I believe every interaction with our customers is important, and although we cannot guarantee every customer will agree or be satisfied with every decision made, we continually strive to deliver a Customer Experience that delights our customers and keeps them communicating with us,” said Taylor. “We stand by our core values of Integrity, Commitment and Excellence for each and every customer of Easton Utilities and Easton Velocity.”
With over 24 years of experience in customer service and collections for the utilities sector, Taylor has been instrumental in providing leadership to the Customer Service, Billing and Collection departments. She has implemented new initiatives and strategies to improve customer satisfaction and service excellence.
“Paula has consistently demonstrated a profound understanding of our customers’ needs and a passion for delivering exceptional service,” says John J. Horner, President and CEO of Easton Utilities. “Her firm yet compassionate demeanor makes her the ideal candidate for this role.”
Taylor joined Easton Utilities in 2014 as the Credit and Collections Specialist and was promoted to Supervisor of Billing and Collections in 2017. Her responsibilities included providing accurate billing information and collection procedures while complying with the Maryland Public Service Commission’s rules and regulations. Prior to joining Easton Utilities, Taylor was the Collection & Energy Assistance Administrator for Choptank Electric.
Taylor is passionate about working behind the scenes to support and empowers others in their professional growth. Seeing others thrive and achieve their goals and having the opportunity to play a role in their journey brings her great joy. Her faith is the motivator behind all she does, and the compassionate care Talbot Hospice provided to her father inspired her to volunteer for the organization. Taylor was an APG Media Woman to Watch in 2024 and is joining the Shore Leadership class of 2025. She is a native of Talbot County and currently resides in East New Market with her husband of 28 years.
Easton Utilities is a community-owned, not-for-profit utility and telecommunications company operating the Electric, Natural Gas, Water, Wastewater, Cable Television, and Internet services for the Town of Easton and portions of the surrounding area. Visit eastonutilities.com for more information.
