Gianna Clark has more than 25 years of leadership experience building top performing teams, achieving excellence and delivering Customer WOW.
As an industry recognized transformation leader and former executive, Gianna is passionate about helping companies deliver exceptional service. In her role as Vice President Customer Service at Dominion Energy, a FORTUNE 500 Company, she developed and implemented her signature Customer WOW initiative, designed a strategy and deployment model for new technology and programs, commissioned a new knowledge sharing platform, established a new service delivery model and enhanced training and development programs. Her contributions resulted in a significant increase in eBusiness, 55% reduction in customer complaints, a 15% reduction in cost of service and a significant increase in J.D. Power customer service satisfaction score.
Gianna Clark created Customer W.O.W. more than a decade ago. What’s Needed, On Time, With Value is the foundation of providing service excellence. She has facilitated W.O.W. workshops for various organizations who have wanted to journey to the W.O.W. Side and has developed a systematic approach to helping organizations achieve W.O.W. Gianna has more than 30 years experience in the service and energy business encompassing a steady progression of increasing accomplishments and responsibilities. Her accomplishments in leading customer service organizations and continuous improvement programs including Six Sigma, has proven her ability to achieve and sustain long term organizational and process changes that result in significant value. Her primary strengths are leadership, service excellence, process analysis, strategy, change management, communication, and interpersonal skills. Gianna is a Six Sigma certified Master Black Belt. In 2015, she established Everyday Excellence LLC to assist businesses with transforming their company to achieve excellence.
More About Gianna
Gianna is an experienced executive with proven ability to develop strategy and achieve operational excellence. She is a former executive at Dominion Energy, one of the nation’s largest energy companies with more than 25 years of experience encompassing a steady progression of responsibility and a broad range of technical and business processes and systems.
Her experience includes a unique mix of operational excellence program deployment, training and leadership development, customer service, supply chain management, business office transactions, human resources program development, regulatory oversight, security, eBusiness, communications and marketing. Her primary strengths include strategy, leadership development, communication, process improvement, innovation, change management, interpersonal skills and service excellence. She is a certified Six Sigma Master Black Belt, certified PROSCI change practitioner and nationally recognized transformation leader.
Gianna’s career accomplishments demonstrate her ability to develop successful strategy, align team objectives with corporate goals, maintain focus on performance measures, and lead organizations to achieve operational excellence. Examples of accomplishments include the successful deployment of enterprise-wide continuous improvement process at Dominion Energy that over 10 years, improved thousands of processes and brought more than $10 billion to the bottom line. Gianna was recognized as national Deployment Leader of the Year by International Quality and Productivity Center for her accomplishments.
In her role as Vice President Customer Service she developed and implemented her signature Customer WOW initiative. She designed a strategy and deployment model for new technology and programs to create a customer eBusiness platform including web, mobile and email. She commissioned a new knowledge sharing platform, established new service model and enhanced training and development programs to focus on service quality and delivery which resulted in a significant increase in eBusiness, 55% reduction in customer complaints, a 15% reduction in cost of service and a significant increase in J.D. Power customer service satisfaction score.
As executive sponsor for diversity she championed the development and implementation of the Dominion Career Center, led the development of a Career Center Website and Learning Library and introduced “Respect” as the cornerstone of diversity. In addition, she led the development of the Professional Excellence Life Cycle Model (Plan – Recruit – Develop – Engage); instituted the Now, Next and Never-ending approach for employee development and sponsored the development of the 3-step mentoring program
Other significant roles and experience include serving as Nuclear Business Unit (NBU) Chief Negotiator with the International Brotherhood of Electrical Workers (IBEW), NBU North American Electric Reliability Corporation (NERC) Compliance Officer, NBU Cyber Security Executive Sponsor, and Nuclear Emergency Chief Technical Spokesperson.
Gianna served as Vice-President of Reynolds Community College Foundation Board, President of the Hanover Education Foundation, member of the J.D. Power Utility Executive Advisory Board, Richmond Business Council and iSixSigma Magazine Advisory Board. She is a published author, speaker and blogger.
eMail Gianna @ Gianna@CustomerWOW.com