Stephanie Barton – Customer Engagement, Senior Manager
As a former Senior Project Manager for BCBS of NC, Stephanie brings to the SSC project management experience as well as an extensive customer service management background. She attended Mary Baldwin College where she studied Psychology. Stephanie has two sons that like to keep her busy, but in her spare time, she enjoys shopping, traveling, and sports.
Marianne is a Roanoke native, she worked at VWCC in the Financial Aid Office and VDOT prior to joining the SSC. She has one amazing son and enjoys the beach, hiking, camping, movies, volunteering in the community and church activities. Marianne really enjoys working in customer service and being able to help solve problems.
Alana began her career at the SSC as an intern in Customer Engagement. She has now happily joined the Customer Engagement Team permanently as an agent! She is committed to learning and helping others. Alana is a student at Virginia Western Community College and is working toward her academic goals. In her free time, she loves walking her two dogs Bocephus and Leroy.
As a Botetourt County native Whitney came to the SSC from Western Virginia Water Authority. She has over 10 years of customer service experience and an English degree from Hollins University. Whitney enjoys spending her free time with her hairless Chinese Crested, binge watching Netflix, and has an affinity for Chipotle.
Tonya graduated from DSLCC with an Associate’s in Business Management and then from Liberty with a Bachelor’s in Business Administration. She was born and raised in Rockbridge County where she still lives today with her husband, daughters, step son and a Blue Heeler that they consider their 4th child. Tonya brings over 20 years of customer service experience to the Customer Engagement Team.
Rebecca is a Roanoke Valley native. She came to the SSC from the Western Virginia Water Authority. Rebecca has over 7 years of customer service experience and enjoys helping people solve their problems. Rebecca has one awesome son and spends her free time reading, and watching Netflix.
Frank is a Southwest Virginia native. Prior to joining the SSC, he spent the last 15 years of his career in law enforcement. Frank keeps busy with his 5 children and Great Dane! His passion is for helping others and creating strong community bonds. Outside of work hours, you can find Frank volunteering, coaching softball or baseball, and spending time with his family.
Jason is a native of Roanoke. He has over 15 years of customer service experience from several companies in the online and retail sectors. He graduated from Roanoke College where he studied Political Science and International Relations. In his free time, Jason enjoys mountain biking, traveling and attending concerts.
Kasey is a Roanoke Valley native. She was an Advertising Coordinator prior to joining the SSC. She brings over 10 years of customer service experience to the Customer Engagement Team. Kasey enjoys spending her free time planning weddings and adventuring with her husband, daughter and son.
Michele Johnson – Content Manager
Michele brings 21 years of customer engagement and performance improvement experience to support the Shared Services Center. Beginning as a Call Center Representative in the banking industry, Michele’s career includes turns as a Business Analyst, Project Manager, and Script Consultant. In addition, she spent 11 years leading teams of call center representatives as well as training design, procedure development, and communications professionals. Michele’s favorite projects include developing a communication strategy that improved procedure and change implementation across multiple sites and service lines, saving $600,000 in annual operations cost through the use of “natural language” to streamline workflows, and creating emergency response communication templates to address events such as natural disasters, data security breaches, and government shut-downs. The same year that Cartoon Network launched, Michele graduated from Roanoke College where she earned her Bachelor’s in English with a Concentration in Written Communications.
Donna Smith – Part-time Technical Writer
Donna joined the SSC in October 2019. She brings to the Customer Engagement team a wealth of experience from various backgrounds. Donna was previously a Math teacher, Software Developer, Project Manager, and IT Manager with concentrations in Finance and HR systems. She enjoys staying busy with activities, but when she is not at the SSC or doing work for her Church or Homeowners Association, Donna enjoys retirement!
Jill Harbison – Customer Engagement Partner
Jill is a native of Roanoke who also lived for 10 years in Tidewater. She is a graduate of Radford University and has over 25 years of experience in communications, public relations, brand management, and marketing. She is also a certified LaMarsh Global Change Master. As a Customer Engagement Partner at the SSC, Jill works with our external customers and internal teams to help identify the root cause of issues and spearhead resolution and develop solutions as well as to gather voice of the customer feedback. Jill is a contributor to our Content Management project, which is documenting processes and procedures at the SSC to build consistency and a foundation for training and process improvements.