Valencia Thomas

• Work with external and internal customers to process service orders such as emergency outages and billing inquiries.
• Explain different rate options Georgia Power offers to customers.
• Make payment arrangements to prevent service disconnections and help customers bring their accounts current.
• Document customer accounts with up-to-date information.
• Diffuse escalated calls with positive problem-solving techniques.

Customer Solutions - Pipeline

• Assisted customers through the online portal e-gain, placing service orders, and sending out correspondence.
• Helped customers navigate the Georgia Power website and troubleshoot issues.

Chat Pipeline

• Assisted customers using the online customer care website.
• Handled inquiries regarding service orders.
• Educated and assisted customers with self-service options.
• Managed simultaneous interactions up to 3 at a time.

Facility and Resource Support Development

• Sent work orders for building maintenance and coordinated with maintenance technicians.
• Managed Facility and Resource Support email box and coordinated conference room reservations for the Customer Care Center.
• Scheduled team meetings and made revisions as needed.
• Performed timekeeping entry and auditing in AWFO and Oracle to audit employee time, make adjustments, update work plans, and verify benefit balances.
• Managed calendar for the Customer Care Center.
• Participated in Facilities hybrid in-office support.
• Ordered supplies for the building.
• Coordinated with vendors on deliveries, pick-ups, and cleaning of building and perimeter.
• Coordinated with security on vendor and employee pick-ups and drop-offs.
• Maintained onsite supplies for employees and new hires.
• Coordinated with the training department on new hire needs and supplies.
• Managed mail sorting, distribution, and sending.
• Operated PBX, answering and transferring calls.
• Handled security concerns and updated the master list daily, managing up to 150 daily entries.
• Processed invoices and expense statements.
• Responded to facility needs, including routine maintenance, scheduled repairs, and ordering supplies daily.
• Interacted with prospects by asking open-ended questions to better understand their needs and requirements.
• Consistently met and exceeded department expectations for productivity and accuracy levels.
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