Customer Operations Lead in Electric Utilities

ASHLEY JORDAN

*** *** ******, ***** ******, WV • 304-***-**** • ****************@*******.***

SUMMARY

Customer Operations Lead with 20+ years in the electric utility industry, specializing in remote customer service, escalated issue resolution, billing analysis, outage coordination, and workforce management. Expert in AMI systems, scheduling platforms, and highvolume call center operations. Known for accuracy, professionalism, and delivering exceptional customer experiences.

CORE SKILLS

Customer Support • Escalations • Billing & Usage Analysis • Workforce Management (NICE, Victr) • Outage Support • AMI/Limiter Reset • EScheduling • Commission Complaint Resolution • Subpoena Research • CRM Systems • Remote Work Tools • Quality Assurance • Agent Coaching

EXPERIENCE

Customer Operations Lead — American Electric Power 2017–July 2024

Lead escalated customer support, complaint resolution, and outage coordination.

Manage agent schedules, adherence, and payroll accuracy (NICE, Victr).

Conduct subpoena research and respond to commission complaints.

Support highvolume call periods and perform AMI/Limiter resets.

Customer Operations Specialist — American Electric Power 2010–2017

Audited work quality, assigned tasks, and maintained process documentation.

Researched payments, processed refunds, and supported hurricane callbacks.

Assisted agents with system issues and process questions.

CSA / Senior CSA — American Electric Power 2002–2010

Resolved complex billing and usage inquiries; handled escalated calls.

Supported electric choice, EScheduling, C&I customers, and PIPP agencies.

EDUCATION

Hurricane High School — Customer Service Certification — Garnett Career Center Coursework: HR & Computer Applications — Florida Metropolitan University

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