Customer Service Distribution Operations

KETSIA ST.FLEUR

**** ********* *** *******, ** **035

404-***-**** *******@*********.***

PROFESSIONAL SUMMARY

Dynamic and accomplished professional with over two decades of experience in the energy industry, specializing in customer service and distribution operations. Proven expertise in coordinating and optimizing the delivery of electricity to diverse customer segments, ensuring reliability, and resolving complex issues. Adept at leveraging strong interpersonal skills to provide exceptional customer service, collaborating with cross-functional teams, and implementing strategic initiatives to enhance operational efficiency. Committed to delivering results in a fast-paced and challenging environment. Seeking a Customer Service position to contribute extensive industry knowledge, leadership, and problem-solving abilities to foster customer satisfaction and organizational success.

CORE COMPETENCIES

Customer Relationship Management (CRM) Communication and Interpersonal Skills Problem Solving Critical

Thinking Data Analysis Performance Metrics Collaboration Team Coordination Regulatory Compliance Project

Management Conflict Resolution Decision Making Time Management Attention to Detail Active Listening

Empathy Adaptability Leadership Training and Development Technical Proficiency Process Improvement

Multitasking Billing Systems Account Management Documentation Root Cause Analysis Emergency Response Crisis Management Computer Software (MS Office)

PROFESSIONAL HISTORY

Board of Equalization Department August 19, 2024-October 31, 2024

Fulton County Government

Serve homeowners who are appealing their property taxes either in person boards or virtually through fair, effective and efficient tax administration in support of state and local government.

Gathered documents and evidence from the tax assessors and tax representative/appellant for board hearings.

Mail out decision letters through certified mail to the taxpayer regarding the status of the hearing.

Folder prep evidence and property assessments for daily hearings either by using DocuSign template or printing out documents for in person board hearings scheduled for that day.

Conducted virtually hearings with the hearing officer, tax appraiser and/or tax representative

Conducted in person boards with board members present daily making sure all documents were presented

Ensured parcel data from the taxpayer was entered correctly

Communicated daily with tax appraisers and hearing officer about rules and laws changes if applicable.

Customer Service Department June 20, 2024-August 19, 2024

Fulton County Government

Responsible for representing the clerk’s office in a professional and courteous manner when customers call in.

Managed customer service questions and concerns by directing them to the appropriate departments.

Understand, listen and communicated about their needs.

Ensured customer inquires were answered whether by telephone or email.

Created work orders to other departments when needed.

Maintained all training certifications.

Distribution Department August 9, 1999- December 31, 2023

Present Georgia Power Company

•Coordinates and oversees the distribution of electricity to residential, commercial, and industrial customers across designated service areas, ensuring reliable and efficient delivery of power.

•Monitors and maintains distribution infrastructure, including power lines, substations, transformers, and other equipment, to prevent outages, minimize downtime, and optimize system performance.

•Conducts regular inspections and assessments of distribution assets, identifying potential hazards, defects, or issues, and implementing corrective actions to ensure compliance with safety and regulatory standards.

•Responds to power outages, emergencies, and service disruptions, coordinating restoration efforts and deploying resources to restore power and minimize customer impact within established service level agreements.

•Collaborates with internal departments, including engineering, operations, and maintenance teams, to plan and execute distribution projects, upgrades, and maintenance activities by budget and timeline constraints.

•Analyzes distribution system performance data, outage reports, and customer feedback to identify trends, root causes, and areas for improvement, and develop strategies to enhance reliability, resilience, and customer satisfaction.

COMMUNITY SERVICE

Served as an American Heart Walk Captain

2014 - Present

Atlanta 2-Day Walk for Breast Cancer

2014 - Present

The Empty Stocking Fund

Hosea Feed the Homeless

2010 - Present

The Tour Championship

Congressman David Scott 13th Annual Health Fair (Volunteer)

2000 - Present

EDUCATION

Georgia State University (Atlanta, GA) Bachelor’s of Arts (Accounting, BBA 2005)

Georgia Perimeter College (Clarkston, Ga) Associates (Business Administration, 2003) University of Phoenix (Atlanta, GA) MBA

REFERENCES

Available upon request.

Contact this candidate