Born and raised in Pittsburgh, Quality Assurance Analyst Krysten Davis has become one of the most valuable assets to Duquesne Light Co.

Davis prides herself on providing the utmost customer service to all company clients while remaining true to her values. Her unique background began as a cosmetology student.

“I’ve always had a talent for creating beautiful works of art with my hands and enjoyed the challenge,” Davis said. “Having the influence to help people look good and feel good was the most rewarding part for me. Caring about people has helped me evolve into the next chapter of my life working in customer care.”

We caught up with Davis to learn more about her and how her commitment to quality customer service reflects the inherent culture throughout Duquesne Light Co.

Tell us about your family and hobbies.

I was born and raised in Pittsburgh. I recently married this year and now have a beautiful blended family together—my daughter, Camille, who is 13; Jayden, 15; Jayce, 10; and Jayde, 8. When the weather is warm, I love to be outdoors, taking walks in the park, attending outdoor cultural events downtown and in city parks, and entertaining at home with my friends and family.

What do you love most about being a Quality Assurance Analyst?

I started working for Duquesne Light in 2014 as a Customer Service representative. When I got hired, I knew that this was a company that I wanted to retire. So many knowledgeable people in the company inspired me. It was my goal to learn everything they knew and be sitting in their position one day. Understanding the system, process, and procedures were challenging, but conversing with people was easy.

Some of the most challenging conversations were the most rewarding ones. Connecting with a customer during difficult times and suggesting options that can provide a bit of relief or being more conscious about conserving energy is a good feeling at the end of a call!

When Duquesne Light Co. started the Quality Assurance program in 2018, I knew I would be a good fit for the role of helping people help others.

Walk us through a day in the life of a Quality Assurance Analyst.

My day starts with a tall cup of coffee to increase my focus. Then, I review daily communication about what is happening during that day in the contact center. I work through completing call monitors for about 100 employees in Customer Care, offering coaching tips to improve performance and increase the customer’s experience. I listen for call trends that indicate potential issues with a service or a process that needs attention and implementation solutions. Most importantly, I’m listening to the community’s voice and what they need and expect from us.

What accomplishment are you most proud of and why?

There isn’t one accomplishment that I feel outweighs the others. I feel good anytime I’ve pushed outside my comfort zone to be better than I was yesterday. It can be small things, like trying a new recipe or finishing a 3-mile walk with a new record time. Even this interview has pushed me outside my comfort zone because I consider myself a very private person. Knowing this will be issued to the public is a bit unsettling! But I also understand that this is something that my parents would be proud of. I can already see my father trying to buy up every copy so he can share it with everyone!

Who has been the most substantial influence in your life?

My mother is the kindest, most patient, and most caring individual I know. In our old neighborhood, close friends called her mom, and our home also felt like home to them!

If you could travel back 10 years and tell yourself just one thing, what would it be?

Trust yourself and be confident with your choices. Life can be very challenging, and the older you get, the more complex your choices become. I’ve often dilly-dallied or wasted time with indecision because the unknown of the future made me uncomfortable. I’m learning that every decision may be an opportunity or a lesson for personal growth and development.

Share a pivotal moment in your career and how that affected you.

I ran into an old friend who worked for Duquesne Light Co. at the time. She thought I would be a good fit with the company, so she encouraged me to apply, and I did! I was so nervous when I took the test for the position. I felt failure wash over me when I walked out of the room. But I got the interview! Starting my career at Duquesne Light Co. has helped me learn about the utility business while developing my customer care skills. There are a lot of opportunities to advance your career and serve the community with this company compared to other places I’ve worked. I’m just very thankful to be a part of it all.

Where do you see yourself in 5 years?

Honestly, I’m not sure. I love what I do now…I can see myself transitioning into a training role or management of a team. I would still be able to do what I enjoy doing now, which is trying to help people.

What message would you like to share with Duquesne Light Co. customers?

Not only are we customers (myself included), we are friends, family, neighbors, service workers, and familiar faces that we see and interact with daily in our community. Small acts of kindness pay off in significant ways!

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