JACQUELYN DONALD
Atlanta,GA
Summary
Dedicated and results-driven professional with over 5 years of experience in the natural gas industry, seeking a Supervisor position at Southern Company. Committed to upholding Southern Company's core values of Safety First, Intentional Inclusion, Acting with Integrity, and Superior Performance. Proven track record of leading teams to achieve operational excellence, enhancing productivity, and ensuring compliance with safety and quality standards. Adept at fostering a collaborative work environment and implementing process improvements to drive efficiency and performance. Eager to leverage strong leadership skills and industry knowledge to contribute to the success and growth of Southern Company while embodying its values.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Scheduler I
Southern Company Gas
05.2023 - Current
- Subject matter expert of regulatory requirements to effectively manage workload and resources for 24 service centers, not limited to System Operations for AGL and CGC
- Promotes teamwork amongst departments and influences the long-term relationship with Resource Management and Field Operations
- Accountable to effectively lead and oversee the execution of Compliance work for below ground and system operations for all LDCs
- Expertise in departmental processes and technology platforms, drive process improvements, and reduces inefficiencies and improves quality
- Compile, analyze, and interpret multiple sources of data and interdependencies to identify trends prior to scheduling work as needed
- Facilitate weekly planning sessions with service centers to develop collaborative work plans
- Monitor field resource activity and make appropriate adjustments to subsequent work plans to meet company objectives and to ensure all work assignments are made in a timely manner
- Monitor and communicate strategically on work deemed 'high priority'
- Collaborate with field area supported to ensure alignment of all parties in an effort to maximize results
- Identify and execute processes that enhance stakeholder performance
Centralized Back Office Assistant
Southern Company Gas
05.2021 - 05.2023
- Conducts thorough investigations and data gathering related to damage billing for processing and invoicing
- Supports various efforts related to data gathering
- Maintains billing information spreadsheets and databases for LDCs
- Proven organizational skills, detailed oriented and be a team player
- Provides comprehensive reception and phone coverage while maintaining a high level of professionalism
- Attends to a variety of administrative details such as reporting and forecasting of work queues
- Identifies, develops, implements and interprets departmental process improvements
- Ability to handle multiple tasks and work on several projects concurrently to exceed regulatory compliance
- Experience with invoicing and reports any complaints or unusual circumstances that may arise promptly
- Assists with other projects and department activities as needed.
Customer Service Representative II
Southern Company Gas
08.2019 - 05.2021
- Address miscellaneous customer service concerns and general information calls via the phone, email or internet
- Effectively transfer misdirected customer requests to an appropriate department
- Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
- Prepare field orders (e.g., turn-ons, turn-offs, transfers, meter sets and removals); updates and maintains customer account information
- Determine documentation requirements; review and maintain hard copies when necessary
- Provide information related to outside assistance and other options
- Respond to service policy, rate questions, and billing inquiries
- Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks
- Coordinate work requests with appropriate departments and service centers; informs customers of actions taken
- Perform accounting functions related to orders, adjustments, and corrections
- Report service disruptions (vendor, process, systems
- Adhere to established policy, procedure and quality standards within service standards or metrics for work performed
- Track related work activity for business process reporting & workload management.
Education
High School Diploma -
Cross Creek High School
Augusta, GA05.2010
Skills
- Strong Work Ethic
- Time & Schedule Management
- Attention to Detail
- Effective Communication
- Conflict Resolution
- Leadership & Team Management
- Process Improvement
- Safety & Quality Compliance
- Employee Development
- Data Entry
- Teamwork and Collaboration
- Microsoft Office Suite Proficient
Professional Affiliations
- Leader Preparation Program (LPP) - Member
- Inspire - Member
- HOLA - Fuel Ambassador
- RM South Local Front Office Committee - Co-Chair & Safety Liaison
- Women's Energy Network - Member
- GAS Enterprise Mentoring Program - Mentee
Certification
EMERGE Leadership Program, 07/2023 - 08/2023
Awards
Southern Company Execellence Award (SEA), 11/2023
Projects & Volunteer Experience
- RM South Career and Wellness Expo 2023 - Project Lead
- American Heart Association Heart Walk - Coach
- More Than Pink Susan P. Komen Fundraiser - RM South Ambassador
- HOLA South Speed Networking Event 2023 - Project Coordinator
- Hurricane Helene Emergency Response Relief 2024 - MIMO
Timeline
Scheduler I
Southern Company Gas
05.2023 - Current
Centralized Back Office Assistant
Southern Company Gas
05.2021 - 05.2023
Customer Service Representative II
Southern Company Gas
08.2019 - 05.2021
High School Diploma -
Cross Creek High School
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