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20-Year PG&E Employee Has a Big Heart for Customers, Community

As a customer success manager, Adrienne supports her coworkers who work with large agricultural and industrial customers. When someone has a billing issue that’s been escalated by an account manager, Adrienne works to “resolve these concerns before they become bigger issues.”   

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Photo courtesy PG&E.
PHoto Courtesy PG&E.

By Tony Khing

Adrienne Shelton has a way of putting herself in others’ shoes.

As a PG&E employee recently marking 20 years with the company, she works to resolve billing issues with large customers. In her hometown of Oakland, she’s on the lookout for ways to make a difference, volunteering at her church, her kid’s school, and as she says, “just anywhere.”

If anyone’s looking for an example of being empathetic, look no further.

‘Our customers come first’

As a customer success manager, Adrienne supports her coworkers who work with large agricultural and industrial customers. When someone has a billing issue that’s been escalated by an account manager, Adrienne works to “resolve these concerns before they become bigger issues.”

Recently, PG&E changed the billing format for customers who are manually billed. In the past, they got two bills: one that summarized everything and one that was more detailed and broke down the various billing components. The new format has everything on one bill.

“Some of our customers create internal reports based on how we presented the information,” said Adrienne. “But now, they’re not seeing the detail as they had in the past. They’ve had problems reconciling their books. Change can be hard. They’re used to seeing things in a certain way.

“I put myself in their shoes,” she added. “I ask myself what would make me satisfied? I make sure our customers come first.”

Besides being empathetic, Adrienne consistently shows characteristics valued at PG&E: tenacity, curiosity, and ownership.

“Much of my role involves encouraging people to accomplish tasks and working with internal partners to implement changes,” said Adrienne. “For example, I might say, ‘This customer requires their information formatted in a certain way. Even if only a few customers need this, it’s essential for them to balance their numbers and keep their businesses running.’

“I reach out to anyone necessary to ensure we can implement the change, and I don’t accept ‘no’ easily,” she continued. “I’ll escalate the issue as far as possible until I determine it truly can’t be done.”

Adrienne enjoys solving problems. When a customer explains their needs, she views it as an opportunity rather than a challenge.

“That’s part of why I enjoy my job,” she explained. “Each day brings something different, and we get to work out how to find solutions.”

Making a difference in the community

Not only does Adrienne practice being empathetic at work, but she also brings that trait to her community in Oakland.

“My church has a feeding ministry that feeds the community twice a week,” said Adrienne. “I go as often as I can. For Thanksgiving, I took my kids and family and we served dinner to the homeless.”

Adrienne has also been a member of the company’s Black Employee Resource Group for 19 of her 20 years. This past year, one of her ERG responsibilities was supporting the scholarship program, which provides awards to college-bound students.

“The students are very appreciative when they get their scholarship checks and have someone follow up with them,” she said. “It’s important to make a difference in their lives.”

Perhaps Dr. Martin Luther King Jr. would be proud of Adrienne, who honors his legacy by making service a part of her life—not just for one day, but every day. On Jan. 19, Adrienne and her family will take the Celebration Train from San Jose to San Francisco and then participate in the annual march through the city to honor King’s birthday.

Her motivation is deeply personal. Her father grew up in segregated Arkansas, and his stories shaped her understanding of resilience, justice, and gratitude.

“It’s important for my kids to know their history and how fortunate we are to be in this time and place,” she said. “We’re so blessed to have many of the things we have. It’s important we don’t take any of that for granted.”

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Oakland Post: Week of March 4 – 10, 2026

The printed Weekly Edition of the Oakland Post: Week of March 4 – 10, 2026

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Oakland Post: Week of February 25 – March 3, 2026

The printed Weekly Edition of the Oakland Post: Week of – February 25 – March 3, 2026

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Chase Oakland Community Center Hosts Alley-Oop Accelerator Building Community and Opportunity for Bay Area Entrepreneurs

Over the past three years, the Alley-Oop Accelerator has helped more than 20 Bay Area businesses grow, connect, and gain meaningful exposure. The program combines hands-on training, mentorship, and community-building to help participants navigate the legal, financial, and marketing challenges of small business ownership.

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Bay Area entrepreneurs attend the Alley-Oop Accelerator, a small business incubation program at Chase Oakland Community Center. Photo by Carla Thomas.
Bay Area entrepreneurs attend the Alley-Oop Accelerator, a small business incubation program at Chase Oakland Community Center. Photo by Carla Thomas.

By Carla Thomas

The Golden State Warriors and Chase bank hosted the third annual Alley-Oop Accelerator this month, an empowering eight-week program designed to help Bay Area entrepreneurs bring their visions for business to life.

The initiative kicked off on Feb. 12 at Chase’s Oakland Community Center on Broadway Street, welcoming 15 small business owners who joined a growing network of local innovators working to strengthen the region’s entrepreneurial ecosystem.

Over the past three years, the Alley-Oop Accelerator has helped more than 20 Bay Area businesses grow, connect, and gain meaningful exposure. The program combines hands-on training, mentorship, and community-building to help participants navigate the legal, financial, and marketing challenges of small business ownership.

At its core, the accelerator is designed to create an ecosystem of collaboration, where local entrepreneurs can learn from one another while accessing the resources of a global financial institution.

“This is our third year in a row working with the Golden State Warriors on the Alley-Oop Accelerator,” said Jaime Garcia, executive director of Chase’s Coaching for Impact team for the West Division. “We’ve already had 20-plus businesses graduate from the program, and we have 15 enrolled this year. The biggest thing about the program is really the community that’s built amongst the business owners — plus the exposure they’re able to get through Chase and the Golden State Warriors.”

According to Garcia, several graduates have gone on to receive vendor contracts with the Warriors and have gained broader recognition through collaborations with JPMorgan Chase.

“A lot of what Chase is trying to do,” Garcia added, “is bring businesses together because what they’ve asked for is an ecosystem, a network where they can connect, grow, and thrive organically.”

This year’s Alley-Oop Accelerator reflects that vision through its comprehensive curriculum and emphasis on practical learning. Participants explore the full spectrum of business essentials including financial management, marketing strategy, and legal compliance, while also preparing for real-world experiences such as pop-up market events.

Each entrepreneur benefits from one-on-one mentoring sessions through Chase’s Coaching for Impact program, which provides complimentary, personalized business consulting.

Garcia described the impact this hands-on approach has had on local small business owners. He recalled one candlemaker, who, after participating in the program, was invited to provide candles as gifts at Chase events.

“We were able to help give that business exposure,” he explained. “But then our team also worked with them on how to access capital to buy inventory and manage operations once those orders started coming in. It’s about preparation. When a hiccup happens, are you ready to handle it?”

The Coaching for Impact initiative, which launched in 2020 in just four cities, has since expanded to 46 nationwide.

“Every business is different,” Garcia said. “That’s why personal coaching matters so much. It’s life-changing.”

Participants in the 2026 program will each receive a $2,500 stipend, funding that Garcia said can make an outsized difference. “It’s amazing what some people can do with just $2,500,” he noted. “It sounds small, but it goes a long way when you have a plan for how to use it.”

For Chase and the Warriors, the Alley-Oop Accelerator represents more than an educational initiative, it’s a pathway to empowerment and economic inclusion. The program continues to foster lasting relationships among the entrepreneurs who, as Garcia put it, “build each other up” through shared growth and opportunity.

“Starting a business is never easy, but with the right support, it becomes possible, and even exhilarating,” said Oscar Lopez, the senior business consultant for Chase in Oakland.

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