Customer Experience Manager Suddenlink Communications
Johnna Turner joined the telecommunications industry in 2001 as an Internet Sales Representative for Cox Communications. In 2006 her system became part of Cebridge Connections, later named Suddenlink, and Johnna accepted the position of Process Improvement Manager for the Tyler Customer Care Center.
As Customer Experience Manager for Suddenlink, a position she began in 2008, Johnna continues the duties she began as Process Improvement Manager. However the scope of those responsibilities has expanded to encompass Suddenlink’s entire enterprise, including the company’s six customer care centers.
Johnna’s responsibilities include identifying customer satisfaction trends, advocating on behalf of customers during implementation of projects and initiatives, and improving call handling procedures. As a liaison with corporate customer care, Johnna resolves complaints on behalf of the senior management team and acts as project manager on behalf of the SVP of customer care for cross-center initiatives.
Johnna is also responsible for facilitating communications among the various care centers and for the design and maintenance of Suddenlink’s customer-facing knowledge-base tool, help.suddenlink.com.
Johnna holds a bachelor’s degree in psychology and an A.A.S. in paralegal studies.