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Stephen J. Avila is an accomplished executive with extensive experience in customer experience management and operational leadership. Currently serving as Vice President of Customer Care at FirstEnergy since June 2024, Stephen oversees critical functions related to customer accounts and self-service innovations. Prior to this role, Stephen held various leadership positions at Macy's from June 1998 to June 2024, including Global Head of Customer Experience, where strategic initiatives were implemented to enhance service delivery and optimize performance. Additional roles at Macy's encompassed Senior Vice President of Customer Experience, Vice President of Omnichannel Operations, and Vice President of Omnichannel Services, contributing to significant advancements in customer service strategies, technology integration, and operational efficiency. Stephen holds a Bachelor's degree in Business Administration and Management from the University of Arizona, earned between 1993 and 1998.