AUYAWN STEPNEY
Summary
Dedicated customer service professional with strong critical thinking and problem solving skills. Seeking a new opportunity to further develop my expertise while leveraging my customer-focused approach to drive solutions and enhance the customer experience.
Overview
19
19
years of professional experience
Work History
Technical Support
Oklahoma Gas & Electric
01.2021 - Current
- Research and resolve complex billing and credit issues through email correspondence
- Research and update payment distribution from Social Service Agencies
- Demonstrate expertise in customer program and retention
- Provide web support and guide customers through navigation challenges
- Troubleshoot electrical issues and effectively manage power outages
- Monitor call volume for optimal customer service delivery
- Process contracts for new service per customer web transaction
- Correspond directly with customers through social media
Lead Customer Service Advocate
OG&E Electric
03.2019 - 01.2021
- Resolved escalated customer issues and complaints in a timely and professional manner
- Streamlined the customer service process for increased efficiency and improved response times.
- Developed comprehensive training materials to enhance team knowledge and performance.
- Conducted training for new customer service and software programs
Customer Service Representative
Oklahoma Gas & Electric
01.2006 - 03.2019
- Facilitate credit and billing resolution for clients
- Conducts detailed bill breakdowns to ensure accuracy and transparency
- Proactively promotes customer programs and products to enhance an overall customer experience
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Northwest High School
Oklahoma City, OKCertificate Business Administration
Metro Tech Vocational School
Oklahoma City, OKSkills
- Client Support
- Effective Communication
- Strong Organizational Skills
- Administrative Proficiency
- Data Analysis
- Self-Motivated
- Willingness to Learn
- Team Leadership
- Professional Mentorship
- Proven Stress Management
- Analytical Decision Making
- SAP S/4HANA CLOUD
- Genesys
- Advanced Excel Proficiency
- 10-key by touch
- Microsoft Office
- Outlook
- Word
Timeline
Technical Support
Oklahoma Gas & Electric
01.2021 - Current
Lead Customer Service Advocate
OG&E Electric
03.2019 - 01.2021
Customer Service Representative
Oklahoma Gas & Electric
01.2006 - 03.2019
Northwest High School
Certificate Business Administration
Metro Tech Vocational School
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