Angela L. Thomas
Conyers,GA
Summary
A dependable teacher and coach for over 20 years for The Quality Assurance Team for Georgia Power Company. To continue learning and growing employees to Champion the customers that are internal and external. To encourage and educate consultants to be the best that they can be in an ever changing, fast-paced business world. To provide positive and exceptional feedback to grow the consultant to continue to provide outstanding world class service. To build and cultivate relationships throughout the company. Role model of Our Values and Safety Excellence.
Overview
2025
2025
years of professional experience
Work History
Residential Customer Care III
Georgia Power Company
01.2024 - Current
- Responsible for answering inquiries over the phone; billing, online access, adjustments, general info
- Process service requests
- Collect customer feedback
- Resolve issues and handling customers complaints
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Quality Assurance Specialist
Georgia Power Company
01.2003 - 12.2023
- Responsible in evaluating, monitoring, coaching the consultants to the behaviors to serve and champion the customers
- Sending feedback and encouragement to build and grow the consultants
- One on one coaching or side by side training
- Using speech analytics with evaluations and trends
- Lead the chats for the online services
- Met and assisted with the write up of the chat guidelines
- Trained the other Quality team on the chat aspect
- Lead and assisted with Quality Calibrations weekly and monthly
- Assisted with Leadership Calibration (In person and Virtual)
- Assisted with introducing the new form to all team members
- Q and A’s
- Assisted with EGain, WFM’s and billing adjustments, chat, spreadsheets for trends, call records, evaluation records for quality as well as supervisor’s
- Assisted with return mail, CRT, CENS and Business customers
- Screened interview applicants
- Assisted on Interview panels
- Assisted with the brainstorm, plan, dissect, collaborate and the writing of the new Quality evaluation form
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
Collections Specialist
Georgia Power Company
01.1999 - 01.2003
High School Teacher and Coach
Tabernacle Christian School
Education
Doctor of Theology -
Pensacola Christian College
Pensacola, Florida05.1990
Skills
- A career of accident-free safety record with the company
- Strong oral and written communication skills
- Strong relationship builder with internal and external customer's
- Strong analytical and critical thinking
- Active listening skills and decision making
- Understanding the business to be able to continue coaching and leading others to champion the customers
- A team player that promotes team synergy
- An encourager and positive motivator
- Dependable and faithful employee for 25 years
- Multitasker
- Volunteers in the community with back packs for students, blue jeans for homeless, Red Cross blood drives, showbox drive by partnering with Georgia Power as well as the local church
- Data Entry, Microsoft PP, Excel, Word
- Solutions focused
- Strong Planning, organizing and prioritization skills
- Develop and maintain strong relationships in each department
Leadership Experience
- Safety Champion
- New Hire Mentoring
- Quality Soft Skills Pipeline
- Club of Hearts
- Community volunteer
Timeline
Residential Customer Care III
Georgia Power Company
01.2024 - Current
Quality Assurance Specialist
Georgia Power Company
01.2003 - 12.2023
Collections Specialist
Georgia Power Company
01.1999 - 01.2003
High School Teacher and Coach
Tabernacle Christian School
Doctor of Theology -
Pensacola Christian College
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