When FirstEnergy launched its Educate to Elevate initiative in January 2020, Customer Service Associate Chagrene Duncan was one of the first employees to sign up for it. Less than two years later, she became the first to complete the program – graduating from The University of Akron with a bachelor’s degree in organizational supervision.

“I pushed myself to complete the program early, and everyone in my family pitched in to help me succeed,” said Chagrene, explaining that she took four classes per semester rather than the typical two per semester. “My kids got me ready for tests and my husband lent a hand with cooking and other household chores while still working his job. The kids loved having the opportunity to ask me questions when I’m usually the one quizzing them,” she added with a chuckle.

Like many employees, Chagrene has been working from home during the COVID-19 pandemic.

Chagrene also received a lot of support from her coworkers and the management team at the Fairlawn (Ohio) Contact Center. “Everyone was very accommodating and helpful, allowing me to structure my work schedule around my classes,” she said. “My supervisor was a true champion for my success, offering encouragement and cheering me on along the way. I couldn’t have completed the program without all the wonderful people at the Fairlawn Contact Center.”

According to Valerie Borders, supervisor, Customer Contact Center: “Chagrene is a real go-getter who doesn’t back away from a challenge. She conducts herself professionally at work and is always looking for ways to increase her knowledge and further her development as an employee.”

Chagrene has been working at the contact center for five years – six if you include her time as a contractor. “Chagrene deals with customers who are moving, relocating their electrical service, or having a problem that requires an in-person visit by an employee – all issues that require extensive knowledge about our procedures,” continued Valerie. “She does her best to never end a call unless she is sure that the customer understands what they need to do and are satisfied with the service they received.”

Prior to joining FirstEnergy, Chagrene already had a two-year associate degree in social services management from The University of Akron. One of the main reasons she decided to pursue a four-year degree through Educate to Elevate was the program’s deferred tuition plan. “I didn’t want to incur additional debt to further my education, so the deferred tuition plan – combined with the company’s tuition reimbursement – made the decision to enroll easy,” she said.

While Chagrene is the first to graduate from the Educate to Elevate program, there are currently more than 50 employees taking classes through our partner schools. Check out the sidebar for more information about the program.