John Zaganczyk was named vice president — customer service for WEC Energy Group in June 2015, and promoted to senior vice president — customer service in November 2018.
In this role, Zaganczyk has overall responsibility for customer care residential and business centers; meter-to-bill, including automated metering infrastructure (AMI) strategy and operations; credit and collections; customer experience and digital services; customer programs; customer research and satisfaction measurement; customer technology projects; and complaints and claims. In addition, he oversees customer business strategy effectiveness, integration and transformation for We Energies, Wisconsin Public Service, Peoples Gas, North Shore Gas, Minnesota Energy Resources, Michigan Gas Utilities and Upper Michigan Energy Resources.
Zaganczyk previously served for seven years as director — customer care centers at We Energies and was responsible for the company’s response to more than 4 million contacts made by customers every year via phone, interactive voice response, email, social media and other channels. He directed the performance of more than 300 employees at the company’s customer care centers in Milwaukee and Pewaukee. He also directed the company’s Customer Services legal claims group. He was appointed to his current role when WEC Energy Group was formed in June 2015.
Zaganczyk has held a number of positions of increasing responsibility since joining the company in 1983, including supervisor — GIS mapping, supervisor — utility coordination, manager — essential services coordination, and director — credit and collections.
Before joining We Energies, Zaganczyk was with Sears, Roebuck and Co. for five years in the central credit operation.
Zaganczyk earned a bachelor’s degree in business administration — marketing from the University of Wisconsin–Milwaukee.
Zaganczyk is a member of the board of directors and past board chairman for the Better Business Bureau of Wisconsin; board chairman for the Better Business Bureau of Wisconsin Foundation; member of the Association of Edison Illuminating Companies customer service executive committee; member of the American Gas Association and Edison Electric Institute customer service executive committee; member and treasurer of the Marketing Executive Conference; and member of the Wisconsin Utilities Association and Michigan Electric and Gas Association. He also serves as a company-appointed director and past president of the Employes’ Mutual Benefit Association, advisory board member of the University of Wisconsin-Madison E-Business Consortium, and member of The Commons advisory board of the Greater Milwaukee Committee. His community involvement includes serving on the board of directors and as vice president and marketing chair of the executive committee for the Friends of Boerner Botanical Gardens and as board chair for Southwestern Suburban Symphony.
© Wisconsin Public Service