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.
