Doris Yon Email & Phone Number

Atlanta, Georgia, United States

Leads the customer analytics function and activity for Southern Company Gas and its supporting local distribution companies. Responsible for delivering strategies and solutions for the development of policies, procedures, and actions required for operational improvement and executive-level decision making in response to Voice of the Customer (VOC) data. Leads the charge to educate, engage, and influence movement toward a customer centric culture, including the enterprise-wide Customer Experience Councils and Southern Company Gas' customer satisfaction efforts.

Atlanta, Georgia, United States

Managed the Voice of the Customer (VOC) strategy and supports the development of policies and procedures for VOC supporting functions for Southern Company Gas and its operating companies. Supported enterprise strategy to increase customer engagement and meet the Company's customer satisfaction objectives and goals.

Greater Atlanta Area

Responsible for developing and managing the Voice of Customer strategy for Southern Company Gas and its operating companies. Also leads customer journey-mapping efforts to identify process improvement opportunities and create a better customer experience.

Atlanta

Develops the sales strategy and account retention for Chartwell's various levels of memberships. Responsibilities include managing Chartwell's account management team, forming and executing sales campaigns, and enhancing present member relationships.

As the utilities account manager, I am responsible for new utilities sales of Chartwell's Research Services (Customer Care, Customer Programs and Smart Grid) and Research Councils.

Lead research analyst in charge of the Customer Care Series at Chartwell, a company that specializes in facilitating knowledge exchange in the utility industry. Responsible for writing blogs and monthly reports on topics such as call center metrics, bill presentment and payment, web-based services, first-contact resolution, and customer service. Generate monthly webinar topics and content tracks for company-sponsored conferences.

Served as the University of Connecticut women's basketball beat writer in one of the most competitive markets in the country. Covered UConn's 2003-04 national championship season. Wrote game stories, advances, follow-ups, features/trend pieces, columns and weekly notebooks during basketball season. Served as the main writer in covering the Pilot Pen Tennis tournament, the final major tournament leading up to the U.S. Open.

Covered University of Florida athletics for a sports section that was voted as one of the top-10 daily sections in the country for three consecutive years. Primary beats were the UF women's basketball, softball and Olympic sports teams. Covered the national championship seasons of the 1998 and 2003 UF women's tennis team and the 1998 UF soccer team. Wrote game stories, advances, follow-ups, features/trend pieces and weekly notebooks. Assisted in planning the annual college basketball special section. Worked on the desk as a copy editor.