Behind the Tap Spotlight: Customer Account Specialist Jakeya Woodbury

Meet Customer Account Specialist Jakeya Woodbury. In her role, she handles a little bit of everything—responding to online inquiries, processing move-in and move-out requests, granting payment extensions, handling service terminations, and replying to customer emails. She also works closely with other departments to make sure customer concerns are fully addressed.

Beyond her daily tasks, Jakeya helps identify and correct account issues that can affect customer experience. Her attention to detail helps keep things running smoothly behind the scenes and supports better service across the board. “I love being able to assist people and bring clarity to situations that may be frustrating for customers,” she says. “It’s rewarding to know that I’m part of their solution.” Jakeya also enjoys the independence and trust that comes with her role, along with the chance to lead by example through her work ethic and commitment to great service.

One of the biggest challenges, she says, is balancing a high volume of requests while still giving each customer the time and care they deserve. Some issues can be more complex and involve coordination with other departments, so staying organized and responsive is key.

“My role goes beyond just answering questions—it’s about listening, empathizing, and guiding people through processes that may be unfamiliar or stressful,” she says.  “I also take pride in staying updated on internal systems and helping teammates adapt to changes.

Jakeya has been with CCWA for almost six years and celebrated her five-year anniversary this past October. She started as a Call Center Specialist after moving to Georgia from Louisiana and was recently promoted to her current role. She’s also part of our Innovation Team, where she helps bring fresh ideas and solutions to the table. Jakeya was also a first-time presenter at the Georgia Association of Water Professionals Fall 2024 Conference, where she spoke on Inclusive Communications in Customer Service. “Each step along the way has deepened my appreciation for the work we do and the community we serve,” she says.

Outside of work, Jakeya enjoys cooking for her family, crafting, and decorating for the holidays. She also loves music and is passionate about helping others feel confident and empowered. #waterprofessionals