Lashon Proctor
Strategic and highly adaptable empathetic leader with 20+ years of experience in systems integration and customer advocacy.
- Role
- Senior Staff Customer Advocate at GE Vernova
- Location
- Smyrna, GA, US
- LinkedIn followers
- 500 followers
About Lashon Proctor
Experience managing relationships with all levels of utility organizations while…
Experience
Senior Staff Customer Advocate
Jul 2013 — Present · Atlanta, GA, US
Responsible for operational performance, customer communication and SLA compliance for eight SaaS projects with annual service revenue target of $5.8MM.• Analyzing complex utility datasets for billing reads, consumer portal interval data, and outage events for an install base of 100k+ meters. Leveraging Excel, VBA scripts and SQL queries to efficiently and proactively identify software bugs or systemic end-to-end system performance issues.• Collaborating cross functionally with sourcing, project management, engineering, 3rd party vendors, and utility customers to document, troubleshoot, root cause and develop action plans to resolve production issues. • Creating and presenting monthly SLA performance reports to utility directors, customer service, and billing teams. Maintaining customer support websites, hardware order workflows and ticket dashboard to provide visibility to upper level management. • Developing training curriculum and operational procedures to increase internal and external SaaS knowledge base, increase operational efficiency and promote customer adoption of SaaS solution. • Supporting commercial and project teams by providing web-based and onsite training of SaaS solutions and 3rd party vendor applications. Developing strategic partnerships with existing customer base for new product offerings to optimize the utility’s operational efficiency and long-term system performance while increasing SaaS revenue.
Education
Stanford University
MSEE
Georgia Institute of Technology
BSEE
Spelman College
Bachelor of Science - BS
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