Katiria Garcia-Santos and Javier Santos-Maduro have been helping Dominion Energy South Carolina customers for over a decade. The brother-sister duo from Puerto Rico started as bilingual customer service representatives. As they have grown in their careers, their focus remains the same: helping English- and Spanish-speaking customers receive the highest quality customer service.
This is especially meaningful work for Katiria and Javier, who were transitioning from jobs at a local restaurant while still overcoming language barriers.
"I didn't know any English when we got here 20 years ago," Katiria said. "I only got the high school experience as I was learning English. It was a rough transition but a great one. I was able to get all I needed and continue to grow and learn more."
Katiria was the first to join the company, working in the customer contact center in Cayce. After helping customers over the phone for six years, she moved to the business offices, where she did everything from accepting bill payments to answering questions.
When Javier was hired at Dominion Energy two years later, he spent seven years helping customers over the phone before taking a position on the customer assistance team, where he worked face-to-face with customers in need to manage their energy bills through various payment options and other services. Now in his 10th year with Dominion Energy, Javier supports projects through technology and innovation, including ongoing enhancements to interactive voice response, the company’s state-of-the-art automated call answering system.
"I work as a tester to ensure everything matches –making sure it sounds good and flows well for English- and Spanish-speaking customers,” he said. “We test snippets and voice files, confirming that features we're offering are clear and concise."
Javier attributes his growth in the company to his willingness to take on new projects and responsibilities outside of his normal duties.
"It comes down to me being available and being willing,” he said. “Everybody is willing to do everyday work, but not everyone is willing to go beyond that.”
Katiria was selected to help with the quality monitoring program to coach customer service representatives for effectiveness in handling Spanish calls. This includes listening to calls and viewing representatives’ screens to ensure customers consistently have a good experience when doing business with Dominion Energy.
"I love helping people in general -- in my role, in life and in everything that I do," Katiria said. "That is something I have and have always had. Anything I can be part of that helps someone else."
Dominion Energy is committed to cultivating a work environment where all employees have the opportunity to demonstrate their different talents and perspectives and are empowered to realize their true potential. To learn more about Dominion Energy’s commitment to diversity, equity and inclusion, visit dei.dominionenergy.com
About 7 million customers in 15 states energize their homes and businesses with electricity or natural gas from Dominion Energy (NYSE: D), headquartered in Richmond, Va. The company is committed to safely providing reliable, affordable and sustainable energy and to achieving Net Zero emissions by 2050. Please visit DominionEnergy.com to learn more.
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