Joyce Marshall Email & Phone Number

Riverdale, Ga

Supervised two teams of highly-skilled representatives whose performance results influence business decisions at a local, operational and executive level which included:Team of Quality Raters responsible for assessing individual agent performance through monitoring, providing feedback, customizing performance improvement based on individual need. Established baseline data for agent performance trending; also collaborated and partnered with leadership team and training department to partner in performance improvement plans as well as identifying training opportunities.Team of Customer Relations Representatives (VOC) to resolve and mediate escalated customer complaints received through channels such as Office of Consumer Affairs, PSC, Company Executives, Media. Also executed plan for proactively reaching out to customers providing negative NPS scores in an attempt to prevent escalation and retain customer.

Riverdale, Ga

Supervised agents in a high volume, fast paced, multi-tasking environment. Worked collaboratively with Account Executives, contractors and customers to resolve issues on commercial and residential projects that affected customers ability to obtain natural gas as their energy source.

Supervised day-to-day operational planning, scheduling and monitoring of agent performance results in multiple regions and call center sites serving over 2 million customers.Implemented processes and tactics that resulted in: Decrease in compliance complaints relative to shift bid process to zero Workforce Planning processes documented/updated and stored on SharePoint site Reduced need to re-run manual scorecards for adherence bu utilizing existing technology Increased efficiencies relative to forecasting and time management for supervisory team Positive results in first call resolution metricCreated, developed and executed improved shift bid process for call center employees

• Organized, staffed and managed 18 person team of diverse Customer Service Representatives and Supervisor supporting over 200 national sales professionals and 15,000 customers, representing over $80M in annual revenue.• Implemented processes and tactics that resulted in:- 30% save rate on accounts calling to cancel- 96% employee retention since January 2008- 18% increase in employee productivity (2008 vs 2009) during a system migration- An “A” rating from the Better Business Bureau • Received the Leadership Award in 2008 by Vice President of Inside Sales and Service for continuous improvements in key metrics of abandonment rate, answer speed, and customer satisfaction.• Conceptualized, developed, and executed effective account retention process by analyzing sales & Customer Service reports.• Conducted internal and external research to develop comprehensive Customer Service training package. Facilitated training on soft skills, systems, and processes.• Enhanced customer/company communications via creation of self-serve menu options, after hours self-help, and FAQ page on internet site.

Re-structured inside sales team supporting the entire Southeast region including North and South Carolina, Florida, Georgia and Kentucky.• Implemented processes and tactics that resulted in:- 7% increase in overall sales contracts that were initiated by inside sales team- 12% increase in pre-construction sales conversion rate- Overall increase in customer satisfaction and customer/company relationships- Increased accessibility for customers via live chat• Partnered with local Realtors to create and implement an outreach program designed to increase incentives for Realtors, resulting in increased traffic to John Wieland neighborhoods.• Coached sales employees utilizing one-on-one coaching sessions• Collaborated with Wieland Financial to identify qualified clients for financing home purchase.• Facilitated on-site meetings with local real estate agents to increase awareness and educate agents on future neighborhoods as well as existing properties available for purchase.

• Managed investigations, analysis and resolution of claims involving complex and/or extremely sensitive situations.• Managed resolution objective of 72 hours.• Managed handling of escalated complaints from inside and outside counsel, senior executives, as well as Office of Consumer Affairs, Attorney General, Better Business Bureau and other consumer advocacy groups.• Assisted Major Account Representatives with complaints and issues involving complex billing.• Negotiated alternative advertising programs in order to save customers resulting in a 19% retention rate.• Compiled weekly status report of outstanding claims, retention results and other key metrics