Penni McLean-Conner is Vice President of customer care and energy efficiency for NSTAR. From an energy efficiency perspective, she is responsible for delivering a cost-effective portfolio of electric and gas programs to 1.4 million customers. On the customer care side of the business, she is responsible for customer inquiries, billing, metering, credit and collections and energy services. Penni has over 20 years in the utility business and is author of the book Customer Service: Utility Style. Her newest book, Energy Efficiency: Principles and Practices was published in early 2009. She holds a BS in industrial engineering from North Carolina State University and is a registered professional engineer. She serves on many boards, including the Northeast Energy Efficiency Partnership (NEEP), Consortium of Energy Efficiency (CEE), and the New England Clean Energy Council, among others.