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Helen Murray is president and chief operating officer for Indiana Michigan Power (I&M), serving approximately 580,000 I&M customers in Michigan and Indiana. She has authority for distribution operations and a wide range of customer and regulatory relationships.
Murray has been serving with I&M’s parent company, American Electric Power (AEP), as vice president-customer operations, responsible for centralized customer interface, including oversight of AEP’s call centers, billing, collections, and customer service support as well as responsibility for the distribution and customer operations information technology systems designed to support AEP’s regional utility divisions. Her group also directs the National Account Managers, the centralized meter labs and the system-wide implementation of projects such as automated meter reading (AMR).
She joined Indiana Michigan Power in 1977 as a programmer in Fort Wayne, Ind. After promotions to positions of increasing responsibility in programming, Murray was promoted to administrative assistant for the South Bend, Ind., division manager in 1992. Murray was named St. Joseph/Benton Harbor, (Mich.) district manager in 1994 with responsibility for distribution, customer services and community affairs for 52,000 customers.
Murray transferred to AEP Service Corporation in 1996 to take over management of the implementation of a centralized customer information system. She joined the Customer Operations group in 2000 as director-business systems support and held positions of increasing responsibility in Customer Operations since that time. Murray was named director-billing and credit operations in January 2004. | 