Meggan Elder
Member Services Lead
Chatsworth,GA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
2025
2025
years of professional experience
24
24
years of post-secondary education
2
2
Certifications
Work History
Member Services Lead
North Georgia Electric Membership Corporation
4 2024 - Current
- Training new hires when needed
- Providing continuous feedback to my team
- Monitoring office morale and leading by example without favoritism
- Managing phones and drive through traffic and redirecting workload as needed
- Resolving escalations and member concerns in the office, drive through, or over the phone
- Traveling to other offices as needed
- Ensuring employees are on time and the office opens and closes as scheduled
- Help prepare weekly/monthly schedules
- Reviewing and approving adjustments
- Monitor calls of 7 Member Service Representatives to ensure quality and compliance with company standards – I also provide detailed feedback monthly
- Make informed decisions independently and collaboratively within a team environment
- Handle transferred calls from member service representatives from irate customers ensuring prompt resolution
- Audit cashiers’ drawers once a month
- Responding to emergency situations: During storms or other major events that cause widespread outages, I assist in answering calls after hours, either from the office or remotely, to ensure our members receive the support they need
Member Services Specialist
North Georgia Electric Membership Corporation
08.2023 - 04.2024
Member Experience Specialist/Engineering Department
North Georgia Electric Membership Corporation
06.2019 - 08.2023
- Keep members informed about the process of their new construction orders
- Coordinate with 811 (the national ‘call before you dig’ service) to obtain underground utility locates, ensuring safe excavation by identifying and marking utility lines
- Reviews all jobs submitted by the design technicians and evaluates each job hold to determine the release of the job
- Dispatches orders to correct operations dept
- In the Flex system
- Monitors Flex system for orders returned from design tech or field personnel for appropriate action
- Assists in coordinating system staking appointments between members and design technicians
- Handles builder requests and questions through direct phone line established for builders and contractors
- Serves as an additional point of contact for city and county building inspectors offices and maintains records of approved inspections
- Releases orders if needed based on inspection criteria
- Effectively works with other departments to answer questions, solve problems, provide feedback, and handle issues as they arise
- Notify underground contractors of underground work orders
- Monitor work orders sent to underground contractors for completion and timeliness
Member Services: Call Center/Lead Cashier/Online
North Georgia Electric Membership Corporation
04.2011 - 06.2019
- Processed service orders and member applications with accuracy and attention to detail
- Educate members regarding their bill, methods of payment and other services
- Set up deferred contracts and prepay accounts
- Explain heat pump loan information and deposit policy
- Maintains confidentiality of all consumer information and documentation
- Serve as a Lead cashier: balance register, prepare summary sheets, verify change orders, and scan checks to our bank
- Accurately apply member payments to accounts, ensuring timely and correct transaction processing
Education
Associate of Applied Science - Business Management, Human Resources Management
Georgia Northwestern Technical College
05.2001 - Current
Dalton Dental Assisting School -
Dalton Dental Assisting School
07.2021 - 09.2021
Skills
- Leadership and team management providing feedback to our team members
- Scheduling and workforce management – creating schedules and managing workload
- Conflict resolution resolving escalations and member concerns
- Auditing and financial accuracy
- Call Monitoring and Quality Assurance
- Operational Oversight
- Operational Efficiency
- Delegating Workloads
Certification
Emerging Leaders Institute March 2025
Timeline
Member Services Specialist
North Georgia Electric Membership Corporation
08.2023 - 04.2024
Dalton Dental Assisting School -
Dalton Dental Assisting School
07.2021 - 09.2021
Member Experience Specialist/Engineering Department
North Georgia Electric Membership Corporation
06.2019 - 08.2023
Member Services: Call Center/Lead Cashier/Online
North Georgia Electric Membership Corporation
04.2011 - 06.2019
Associate of Applied Science - Business Management, Human Resources Management
Georgia Northwestern Technical College
05.2001 - Current
Emerging Leaders Institute March 2025
Georgia Northwestern Technical College, Supervisor Management Specialist Certificate, May 2020
Member Services Lead
North Georgia Electric Membership Corporation
4 2024 - Current
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