Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Joi Gilliam-Norris

Mount Clare,WV

Summary

Accomplished supervisor and professional with significant expertise in team leadership and operational management. Proven track record in conflict resolution and change management. Skilled in software programs utilized by current employer, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication with a focus on mentoring and development to foster a productive work environment.

Overview

33
33
years of professional experience

Work History

Supervisor - Gas Operations/Dispatch

Hope Gas
12.2021 - Current
  • Facilitated re-training Dispatchers regarding correct service order types to send to field technicians
  • Led multiple interview teams to hire several dispatchers
  • Assisted Compliance with onboarding Miss Utility Ticket process
  • Assisted Pipeline Compliance with onboarding Damage to Facilities process
  • Facilitated departmental relocation to Headquarters office
  • Assisted IT with training & onboarding SAP, FSM
  • Completed negotiations with Union Executives to implement 12-hour scheduling
  • Managed daily schedules for Dispatch
  • Approved timesheets
  • Managed monthly Flex card spending for department
  • Managed Available Duty Calendar for Managers and Supervisors
  • Managed Arcos system, including training for new supervisors
  • Facilitated employee random drug testing protocols
  • Led team meetings to discuss insights for process improvements
  • Distributed Safety materials


Team Lead - Customer Support Services

Dominion Energy West Virginia
04.2010 - 12.2021
  • Liaison for CSS , other DEWV business units, vendors, WV PSC , and DEO business units
  • Created and managed DEWV Business Support desk
  • Reported monthly statistics regarding call center defects, call and correspondence volume
  • Provided supervision for team of 12 agents, as needed
  • Provided back up supervision for Dispatch department, as needed
  • Processed customer complaints, completed research for resolution, & provided appropriated responses to the PSC, BBB. DEWV executive staff, and media relations
  • Responded to and resolved escalated customer complaints
  • Prepared customer communication & created outage calls


Customer Relations Specialist

East Ohio Gas
02.1992 - 04.2010
  • Worked in high-volume call center, maintaining professionalism and exceptional quality of support.
  • Coordinated cross-departmental communication to streamline issue resolution processes.
  • Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
  • "Triage" Lead for the team responsible for addressing escalated complaints
  • Managed PUCO Hotline
  • Facilitated training for New Construction team

Credit Lobby Clerk

Dominion East Ohio
06.1995 - 06.1999
  • Temporary supervisor for staff of 5, when needed
  • Processed walk-in service order requests and agency documentation (PIPP & Heap applications)
  • Processed financial transactions accurately, balanced drawer, prepared bank deposits
  • Resolved customer complaints

Education

Ph.D. - Theology

Shalom Bible College And Seminary
Des Moines, IA
08-2026

Master of Science - Christian Ministries/Ethics

Mid America Christian University
Oklahoma City, OK
04-2017

Bachelor of Science - Christian Ministries

Mid America Christian University
Oklahoma City, OK
05-2015

Associate of Science - Pastoral Studies

Rhema Bible College
Broken Arrow, OK
05-1987

Skills

  • Training and mentoring
  • Staff management
  • Staff discipline
  • Public speaking
  • Issue research
  • Decision-making
  • Conflict resolution
  • Software experience (FSM, SAP, Arcos, Cognos, MicroSoft Suite programs)
  • Verbal and written communication
  • Change management
  • Active listening
  • Customer service

Accomplishments

  • Six Sigma Black Belt - 2009 (worked four projects and assisted six candidates to achieve belts)
  • Prosci Change Management Program - 2009
  • Leadership Harrison - 2015
  • McKinsey & Company Management Accelerator, Black Leadership Academy - 2023
  • Pryor Learning - Continual online and in-person leadership and communication development since 2014

Timeline

Supervisor - Gas Operations/Dispatch

Hope Gas
12.2021 - Current

Team Lead - Customer Support Services

Dominion Energy West Virginia
04.2010 - 12.2021

Credit Lobby Clerk

Dominion East Ohio
06.1995 - 06.1999

Customer Relations Specialist

East Ohio Gas
02.1992 - 04.2010

Ph.D. - Theology

Shalom Bible College And Seminary

Master of Science - Christian Ministries/Ethics

Mid America Christian University

Bachelor of Science - Christian Ministries

Mid America Christian University

Associate of Science - Pastoral Studies

Rhema Bible College

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