Kristi Stanifer
Plainfield
Summary
Senior Consumer Affairs Specialist at Duke Energy Corporation with a proven track record in complaint resolution and customer satisfaction. Leveraging strong empathy and problem-solving skills, I effectively mediate complex issues, enhancing customer experiences and fostering team collaboration. Committed to continuous improvement and industry best practices, I drive positive outcomes in high-pressure environments.
Overview
12
12
years of professional experience
Work History
Senior Consumer Affairs Specialist
Duke Energy Corporation
12.2021 - Current
- Responsible for the effective communication, coordination, and resolution of complaints which have been escalated to the Regulatory Commission for Indiana, Kentucky and Ohio, Company Executives, State Presidents, Legal, Consumer Advocacy Organizations (i.e. BBB, Attorney General, etc.) as well as complaints received via other internal company sources
- Compose written complaint resolution documentation received from the Commission and other escalated channels in a timely, accurate and professional manner.
- Guide team members in handling escalated complaints, fostering a culture of quality and responsiveness
- Stay current on industry best practices through ongoing professional development opportunities, applying new learnings to improve overall customer experience.
- Enhance customer satisfaction by promptly addressing and resolving consumer inquiries and complaints.
- Identify and resolve consumer issues with thorough research and follow-through.
- Follow up with customers about resolved issues to maintain high standards of customer service.
- Trained new Consumer Affairs Specialists, ensuring a consistent level of service across the team.
- Leverages strong communication skills to effectively mediate between consumers and internal departments.
- Investigate and resolve customer inquiries and complaints quickly.
- Attend formal PUCO Settlement Conferences and/or PUCO Hearings at the PUCO in Columbus, OH, Duke Energy attorney(s), and customer(s).
- Attend Customer Listening Sessions with Stan Pinegar and Government & Community Relations Managers in desired counties throughout Indiana.
- Attend Rate Hearings.
Consumer Affairs Specialist
Duke Energy Corporation
04.2016 - 12.2021
- Responsible for the effective communication, coordination, and resolution of complaints which have been escalated to the Regulatory Commission for Indiana, Kentucky and Ohio, Company Executives, State Presidents, Legal, Consumer Advocacy Organizations (i.e. BBB, Attorney General, etc.) as well as complaints received via customer satisfaction surveys and other internal company sources.
- Compose written complaint resolution documentation received from the Commission and other escalated channels in a timely, accurate and professional manner.
- Contact customers via phone regarding their complaint and resolve the issue(s) and/or concern(s) by still complying with business needs and standards
- Respond to customers via Social Media through Duke Energy's platform.
Customer Care/Energy Protection Specialist
Duke Energy Corporation
06.2013 - 04.2016
- Responsible for gathering customer information to start, stop and transfer service orders.
- Able to adjust and make corrections on accounts while providing complete explanations to settle misunderstandings.
- Notified appropriate personnel of electrical emergencies and outages.
- In charge of researching, investigating and resolving customer inquiries and situations (i.e. meter tampering, equipment problems, rate issues, human error, initiate appropriate field work requests, calculate charges for Energy Protection accounts, etc.)
- Assisted as the New Hire Training Assistant in 2015 for 8 weeks.
- Trained new Energy Protection Specialists when they were hired on as Developmental Specialists.
Education
No Degree -
Ivy Tech Community College
Indianapolis, INHigh School Diploma -
Plainfield High School
Plainfield, IN, 4616806-2011
Skills
- Strong empathy
- Complaint handling
- Industry awareness
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Understanding customer needs
- Adaptability and flexibility
- Professionalism
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
Senior Consumer Affairs Specialist
Duke Energy Corporation
12.2021 - Current
Consumer Affairs Specialist
Duke Energy Corporation
04.2016 - 12.2021
Customer Care/Energy Protection Specialist
Duke Energy Corporation
06.2013 - 04.2016
No Degree -
Ivy Tech Community College
High School Diploma -
Plainfield High School
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