LaTonjia Herman
Charlotte,NC
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Scheduling Supervisor
Piedmont Natural Gas/Duke-Energy
Charlotte, NC
05.2016 - Current
- Effectively maintained appropriate staffing levels to assure adequate coverage
- Review and approve timesheets bi-weekly for staff
- Review, approve, and create expense reports as needed
- Maintained accurate employee disciplinary documentation
- Maintained appropriate base knowledge of company policies and procedures in NC, SC and TN
- On Call for staff 24/7
- Demonstrated ability to manage emergency situations in a calm and effective manner
- Proficiency with Microsoft Office Suite applications
- Monitor SSA and FCS technician for order progress and status
- Monitor scheduled orders to ensure customer commitment orders are met
- Monitor and re-optimize workloads when the operational environment changes
- SME for SSA New Hire Manual, completed updates and manual revisions to keep material current
- Assist and support field personnel by addressing and providing solutions to problems
- Assist and support other department supervisors and managers as needed
- Analyze Power BI data for accurate records to comply with Company and utility regulatory requirements.
Training & Development Facilitator
Piedmont Natural Gas
Charlotte, NC
10.2012 - 05.2016
- Extensively trained new and existing employees at the request of the Customer Service Management Team
- Prepare instruction site and ensure all necessary materials, equipment, resources and classroom preparations are in place to adequately support the learning environment
- Analyzed course materials and learner information to ensure alignment with departmental and company goals and objectives
- Collaborate with additional subject matter experts from varies departments and instructional designers in the development and revision of learning materials and delivery methodologies
- Keep learners engaged and allow maximum opportunities for the retention of the learning material
- Identify the developmental needs of learners and coaches to improve knowledge and/or skills
- Evaluate the performance of learners and recommend improvements or corrective action
- Setup WebEx learning seminars for vendor trainers and other employees as needed
- Created job aid materials as needed to assist in retention
- Analyze supervisor coaching reports to further develop contracted and permanent employees
- Provide essential individual coaching and education as needed to help improve and further develop Customer Service Associates knowledge
- Further developed contracted and permanent employees by offering constructive feedback via Quality Monitoring.
Interim Customer Care Specialist
Piedmont Natural Gas
Charlotte, NC
10.2010 - 10.2012
- Managed customer calls effectively and efficiently in a complex, fast-paced call center environment
- Maintained appropriate base knowledge of company policies and procedures in NC, SC and TN
- Provided a positive customer experience to foster an environment of trust for our customers
- Addressed and resolved customer complaints empathetically and professionally
- Created new customer accounts, verified new customers' personal data, processed customer payments and established payment arrangements as needed
- Highly successful in upselling and offer customers' additional Value- Add Services such as warranties, electronic billing options and auto bank draft options
- Assisted customer service agents with challenging customer issues, billing issues and angry customers
- Strong ability to make decisions that created a win/win situation for Piedmont and the customer
- Demonstrated strong leadership abilities and served as an extension of the Management Team
- Accurately documented, researched and resolved customer service issues with minimal hands on from management.
Education
Business Administration/Lib Arts -
Elmira Academy High School
AOS Degree Business Management -
Bryant & Stratton Business College
BSA Business Administration Human Resource Management -
Columbia Southern University
MAS Business Administration Organizational Leadership -
Columbia Southern University
Skills
- MS Outlook/Word/Excel/PowerPoint
- Staff Management
- Policy Enforcement
- Complex Problem-Solving
- Strategic Planning
- Process Improvement
- Processes and Procedures
- Training and Mentoring
- Process Monitoring and Improvement
- Goal-Oriented
Certificates Training
- Piedmont Natural Gas Certified Facilitator (2013)
- Lean Six Sigma Yellow Belt Certified (2018)
- P.O.S.T. Supervisor Training (2018)
- FEMA Emergency Management 100.b (2023)
- FEMA Emergency Management 200.b (ICS) (2023)
Certification
- Lean Six Sigma Yellow Belt - 2018
Accomplishments
- Columbia Southern University -2022 Deans List
Timeline
Service Scheduling Supervisor
Piedmont Natural Gas/Duke-Energy
05.2016 - Current
Training & Development Facilitator
Piedmont Natural Gas
10.2012 - 05.2016
Interim Customer Care Specialist
Piedmont Natural Gas
10.2010 - 10.2012
Business Administration/Lib Arts -
Elmira Academy High School
AOS Degree Business Management -
Bryant & Stratton Business College
BSA Business Administration Human Resource Management -
Columbia Southern University
MAS Business Administration Organizational Leadership -
Columbia Southern University
- Lean Six Sigma Yellow Belt - 2018
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