Denay Cason
McDonough
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively, unsupervised, and quickly mastering new skills.
Overview
24
24
years of professional experience
Work History
Online Support Specialist
Georgia Power Company
McDonough
08.2007 - Current
- Manage customer inquiries through digital channels, providing real-time solutions, and maintaining high satisfaction rates.
- Assist up to two customers simultaneously through chat.
- Assist customers in resolving issues, troubleshooting problems, and understanding their Georgia Power account and usage.
- Provide technical support related to online account access, payment processing, and other products and programs offered.
- Complete service order requests that were placed online, including connects, disconnects, and transfers of service.
- Maintain accurate records of customer interactions in our Customer Service System and Service Cloud.
- Help customers navigate account features through the Georgia Power website and troubleshoot any issues with online account access.
- Assist property managers with service order requests through the Property Manager Portal.
- Assist property managers with creating and editing landlord agreements, and portal profiles.
- Worked the ACH report for returned payments processed online or through auto pay.
- Complete miscellaneous call center paperless and miscellaneous call center correspondence work items.
- Provide phone support for residential customer care.
- Available for phone assistance during storm duty.
Residential Sales & Service Consultant
Georgia Power Company
McDonough
06.2001 - 08.2007
- Responded to inbound calls from residential customers, addressing inquiries related to starting, stopping, or transferring power services, billing, and account management.
- Provided information to the customer regarding power outage updates and estimated repair times.
- Assisted residential customers with payment arrangements.
- Offered products and services, including different rate plans and billing options.
Education
High School Diploma -
Eagle's Landing High School
McDonough, GA06-1999
Skills
- Customer service
- Technical support
- Issue resolution
- Service order processing
- Account management
- Communication skills
- Problem solving
- Time management
- Attention to detail
- Conflict resolution
- Collaborative team player
- Customer communication and empathy
- Self motivation
- Online Support
- Billing and Payments
- Adaptability and flexibility
Knowledge & Abilities
- Extensive knowledge of CSS, eGain and PayGo
- Able to multitask while paying attention to detail
- Knowledge and skills of service orders, adjustments, WFM's, NESB's and billing and payment options
- Adaptive to rapid changes of the business
- Knowledge of Georgia Power's Rules and Regulations, standard policies and procedures
- Experienced in Georgia Power's rates and riders
- Exceptional verbal and written communication skills
- Excellent problem solving and decision-making skills.
- Great organizational skills
- Dependable with proven track record of attendance and time management
- High performer
- Works safely and efficiently
- Learns quickly
- Highly motivated
- Team player with excellent conflict resolution skills
Timeline
Online Support Specialist
Georgia Power Company
08.2007 - Current
Residential Sales & Service Consultant
Georgia Power Company
06.2001 - 08.2007
High School Diploma -
Eagle's Landing High School
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