KARA L. PORTER
Stone Mountain
Summary
Dynamic leader at Georgia Power, a subsidiary of Southern Company, known for enhancing team performance and customer satisfaction through targeted training and strategic leadership. Achievements include implementing initiatives that significantly improved service delivery while fostering high levels of employee engagement. Proficient in the Microsoft Office Suite, with strong skills in conflict resolution and multitasking in fast-paced environments. Career objectives focus on leveraging leadership experience to drive operational excellence and team development.
Overview
17
17
years of professional experience
Work History
Team Lead I
Georgia Power Southern Company
McDonough
11.2024 - Current
- Collaborate with Supervisors to identify skill gaps and provide training, feedback, and coaching to improve team behaviors related to customer service policies, standards, procedures, and processes
- Regularly review team analytics to identify trends, goal indicators, and performance metrics, and use these insights to assist Supervisors in developing improvement plans to close knowledge gaps
- Ensure consultants deliver value to customers daily by guiding them on proper handling techniques for first contact resolution of all incoming residential calls
- Assist with team meetings by facilitating discussions, providing updates and conducting training sessions as needed
- Provide work direction to team members in the absence of the Supervisor
- Undertake special projects as assigned by the Supervisor or Manager, such as creating monthly sales campaigns, delivering weekly contest results, and supporting digital initiatives.
Service Consultant III
Georgia Power Southern Company
McDonough
01.2015 - 11.2024
- Supervise and mentor a team of customer service representatives, ensuring consistent delivery of high-quality service and reinforcing job knowledge through comprehensive training programs
- Conduct thorough training sessions for new hires, equipping them with product knowledge, call handling techniques, and customer service best practices
- Analyze escalated customer concerns, identify root causes, and propose tailored solutions to resolve billing inquiries and payment-related issues efficiently
- Demonstrate superior customer service skills, maintaining composure, empathy, and a solution-oriented approach to achieve high customer satisfaction ratings
- Leverage strong decision-making abilities to make prudent choices that align with organizational goals and customer needs
Sales Associate / Team Lead
AT&T
Conyers
01.2008 - 04.2014
- Consulted with customers to understand their unique requirements and recommended optimal telecommunications products and services to meet their needs
- Employed persuasive sales techniques to build rapport, enhance the customer experience, and foster long-term relationships
- Served as a subject matter expert, addressing billing inquiries, explaining product features and services, and educating customers on company policies
- Negotiated billing adjustments and utilized effective problem-solving skills to resolve customer concerns, ensuring high levels of customer satisfaction
- Provided guidance and leadership to the sales team, fostering a collaborative and high-performing environment
Education
Master of Management -
University of Phoenix
12.2023
Bachelor of Science - Business
University of Phoenix
12.2020
General Management Certificate -
University of Phoenix
12.2020
Skills
- Microsoft Office Suite
- Google Drive
- Spreadsheets
- Presentations
- PBX
- CSS System
- OCC
- Knowledge Base
- Online Bill Calculations
- Customer Service
- Leadership
- Problem-Solving
- Organizational Skills
- Fast-Paced Environment
- Multitasking
- Employee engagement
- Relationship building
Certifications And Memberships
- Member, The National Society of Collegiate Scholars, University of Phoenix
- Member, The National Society of Leadership and Success, University of Phoenix
Timeline
Team Lead I
Georgia Power Southern Company
11.2024 - Current
Service Consultant III
Georgia Power Southern Company
01.2015 - 11.2024
Sales Associate / Team Lead
AT&T
01.2008 - 04.2014
Master of Management -
University of Phoenix
Bachelor of Science - Business
University of Phoenix
General Management Certificate -
University of Phoenix
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