Rhonda N Johnson Email & Phone Number

Greater Atlanta Area

· Lead team of resolution specialists as subject matter experts to resolve escalated issues to improve the customer experience and overall satisfaction with Gas South· Trained newly hired resolution specialists address escalated issues, identifying customer dissatisfaction and providing solutions· Supported customer care coaches by coaching, advising and mentor customer care agents in their absence or during periods of being short staffed· Conducted monthly resolution read out meetings to address customer service agent performance, identify trends focused on improved individual and team performances, to empower agents and make recommendations · Developed guidelines for research requests designed to reduce the number of requests submitted by customer care agents to provide an amazing customer service experience with one call resolution· Managed AGL tracker to address AGL issues which drive help drive change and improve policies for gas services· Collaborated with senior management of Gas South and AGL to identify AGL system issues and offer recommendations · Achieved multiple MVP and Fuel for Good awards

Greater Atlanta Area

· Utilized customer service training to provide an amazing customer service experience to existing and potential new customers· Identified customer trends and recommended solutions to address customer dissatisfaction with Gas South to improve overall customer service experience· Facilitated classroom and side-by-side training for new hires and those needing refresher training· Collaborated with team members and coaches to design and implement acquisition project to streamline acquisition process to increase customer enrollment and acquisition sales· High achieving in acquisitions sales and customer commendations