Manager: Business Offices, Kentucky Utilities Company
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Photo by Mick Jeffries
Jan Coleman’s career at Kentucky Utilities Company began by chance. A frontline customer service position was available, and the father of one of Coleman’s good friends was the hiring manager. He suggested she apply for the job.
In just a few short years, Coleman progressed from basic customer service and bill payment to the position of senior customer service representative. Today, Coleman is responsible for managing the activities of the 26 LG&E, KU and ODP statewide business offices, as well as the third-party payment vendor contract; she also leads the franchise effort for LG&E/KU. Much of her work involves relationship building with mayors, attending city council meetings and communication with the Kentucky Public Service Commission.
Coleman feels her success was a direct result of hard work and a willingness to address customer dissatisfaction head-on.
“I don’t typically look at customer dissatisfaction as something negative,” Coleman said. “I try to look at dissatisfaction as a challenge to determine how I can satisfy that customer. Some issues can be more easily resolved than others ... My formula is to try and be creative to find, if not a resolution, then a compromise.”
A living testimony to compromise, Coleman had to make some tough choices as her career advanced. One of these included continuing her education.
“I began working for Kentucky Utilities Company soon after obtaining my associate’s degree,” said Coleman. “I planned to work for a little while and then go to Murray State.”
Life had other plans — including Coleman’s advancing career and the birth of her daughter, Olivia. In the year 2000, after Olivia had graduated from high school, Coleman enrolled in an accelerated bachelor’s degree program. She attended school one night a week for four hours.
“As an adult, it really is a lot of fun to go to school,” Coleman said. “I really enjoyed the learning process. I met lots of new people and it was just an enrichment for me, even at work. All the pieces fit, more than they did before.”
Over the years, Coleman has also learned that life is not meant for “woulda, coulda, shoulda.” This is something she and her husband, Craig, believe wholeheartedly. That’s why, when a recent career opportunity came up that would geographically separate the two, they decided to take it.
“When I transferred to Elizabethtown to accept the position of area retail operations manager, I moved from my hometown of Eddyville,” Coleman explained. “Because of my husband’s job responsibilities in western Kentucky, he was unable to move to Elizabethtown with me.”
Today, Coleman and Craig live separately Monday through Friday and exchange weekends in Eddyville and Elizabethtown. Geographically, this arrangement gives them a greater ability to enjoy both Louisville and Lexington, while still allowing them to be involved in their local communities.
Ultimately, Coleman’s commitment to her family, her community and her job are right on par with her commitment to her customers. When looking back on her career, Coleman believes her biggest accomplishment has been the positive relationships she still maintains with customers across the state.
“Being able to assist a struggling or dissatisfied customer by offering options or resolution is incredibly rewarding,” Coleman said. “All customers deserve to be treated professionally and respectfully. By treating my customers the way that I wish to be treated, [I make sure] they feel valued and appreciated.”