Tonia Johnson Email and Phone Number
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Accomplished Manager of Operations Planning and Analysis with extensive experience in overseeing Training and Quality teams, focused on strategic initiatives to elevate First Call Resolution (FCR) and Customer Satisfaction (CSAT) metrics. Demonstrated expertise in analyzing operational processes, identifying inefficiencies, and implementing solutions that enhance productivity, reduce costs, and improve service quality. Adept at leading cross-functional teams, fostering a culture of continuous improvement, and driving significant improvements in customer experience. Passionate about leveraging data-driven insights to make informed decisions and achieve operational excellence.
Pepco Holdings
View- Website:
- pepcoholdings.com
- Employees:
- 1866
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Manager Der InterconnectionPepco HoldingsPenns Grove, Nj, Us
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Manager, Customer Strategy Plan, GovExelon May 2024 - PresentChicago, Il, Us -
Manager, Operations Planning And AnaylsisPepco Holdings Mar 2022 - Aug 2024Washington, Dc, Us
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Sr. Supervisor And Project ManagementPepco Holdings Apr 2003 - Sep 2019Washington, Dc, Us-Responsible for leading process improvement and enhancement effort within Customer Care across PHI; Atlantic City Electric, Delmarva Power, and Pepco. -Working collaboratively to prioritize enhancements based on business impact and work effort. -Oversees technology strategies and performance to ensure results are achieved. - Instrumental in driving service level guarantees related to BPEMs to increase customer satisfaction with setting expectations for completion.-Provide direction to ensure enhancements are communicated to appropriate business areas. -Support call center operations with managing lost time tracking and creating PHI Absenteeism process. -Support Call Center Manager with managing discipline process and provide manager support to call center supervisors.
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Operations Manager (Acting)Pepco Holdings Sep 2014 - Jul 2016Washington, Dc, Us-Responsible for approximately 130 management and bargaining unit employees within the Carney’s Point Call Center; as well as providing support to the Salisbury Call Center and walk-in locations. -Create an environment of high performance for all levels of employees by executing tactical and strategical plans. -Oversee technology to ensure results were achieved. -Coordinate work between multiple teams, functions and/or departments. -Develop and implement quality standards. -Recommend business and process improvements. -Conduct and complete performance appraisals.-Coach and develop exempt employees to deliver goals and objective by providing feedback, recognition and executing discipline. -Ensure compliance with federal, state, local laws, and PSC/BPU requirements. -Responsible for budget results. -Responsible for maintaining and executing corporate and departmental emergency response and contingency plans. .
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Sr. SupervisorPepco Holdings Apr 2003 - Apr 2003Washington, Dc, Us- Managing day to day Call Center Operations.- Support Call Center Manager in decision making and day to day operations as needed. - Supervisor Liaison supporting Sr Supervisor team with employee issues, company policies and/or procedures, etc. - Assist and partner with Operation Managers with duties that are focused on call center best practices and new initiatives to support call center strategies while managing activities for two call centers to build morale and strengthen the culture and relationships within.- Supervise up to 12 Bargaining Unit employees. - Provide coaching and guidance in order to drive performance.
Tonia Johnson Skills
Tonia Johnson Education Details
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Wilmington UniversityNon-Profit/Public/Organizational Management -
University Of PhoenixGeneral
Frequently Asked Questions about Tonia Johnson
What company does Tonia Johnson work for?
Tonia Johnson works for Pepco Holdings
What is Tonia Johnson's role at the current company?
Tonia Johnson's current role is Manager DER Interconnection.
What is Tonia Johnson's email address?
Tonia Johnson's email address is to****@****tiv.com
What schools did Tonia Johnson attend?
Tonia Johnson attended Wilmington University, University Of Phoenix.
What skills is Tonia Johnson known for?
Tonia Johnson has skills like Microsoft Office, Customer Service, Microsoft Excel, Leadership, Microsoft Word, Microsoft Powerpoint, Public Speaking, Social Media, Business Process Improvement, Management, Sap Products, Operations Management.
Who are Tonia Johnson's colleagues?
Tonia Johnson's colleagues are Linda Griffith, William Atcherson, Eric Staats, Benedict Oselmo, Leonard De Zeeuw, Earl Gorham, Paige Arnold.
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