Toni Robinson is an unsung hero in and out of the workplace. Robinson has worked at Alabama Power for 13 years and is an Information Systems analyst in the Customer Service Center.

Throughout the day, Robinson takes on different roles engaging with customers, the community and co-workers. Robinson enhances the customer experience by managing social media initiatives, representative training, speech analytics and the Customer Care Self-Service website.

Robinson typically hosts Property Manager Portal training classes as well as on-site visits for Energy Assistance Portal users, but due to the COVID-19 pandemic, these training sessions are being held remotely.

To stay connected with her customers, Robinson communicates through social media, email and phone calls.

Toni Robinson is an unsung hero at Alabama Power from Alabama NewsCenter on Vimeo.

Wesley Higgins, Robinson’s supervisor, described her as a “social media queen,” saying she “follows everything on social media, understands it and knows about the trends and what’s happening,” which helps her team respond to customers appropriately.

In 2016, Robinson received a Facebook message from Alabama Power customer Dana Harris, asking if she could buy a shirt for her son, Spencer (15), who Harris called the company’s “biggest fan.”

As a 9-year-old, Spencer, who has a mild form of Asperger’s syndrome, developed a fascination with Alabama Power while participating in Gone Fishin’, Not Just Wishin’.

Robinson put together a team and gathered a bag of Alabama Power logo items to deliver to Spencer. She arranged for Local Operations Lineman Dwight Yates to drive up to Spencer’s home in a bucket truck and show how he uses tools on the job.

“Being able to serve someone in a way that’s different than any service they’ve received before and seeing the difference you make is highly rewarding,” said Robinson. “Making a difference in someone’s life is extremely gratifying and is the reason why I love customer service.”

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Toni Robinson has worked at Alabama Power for 13 years and is an Information Systems analyst in the Customer Service Center. (contributed)

In 2016 Robinson connected Alabama Power’s ‘biggest fan,’ Spencer Harris, with company employees. (Nik Layman/Alabama NewsCenter)

Outside of work, Robinson enjoys spending time with her family and mentoring youths. (contributed)

In her spare time Robinson talks with students about the dangers of social media and how to have a clean online presence. (contributed)

Outside of work, Robinson enjoys spending time with her family and mentoring youths. Robinson hosts engagements where she explains the dangers of social media and how to have a clean online presence.

Each year, Robinson volunteers at Alabama Power’s Youth Leadership Conference to speak about the negative effects social media can have if not used responsibly.

Looking back over her experiences, Robinson said it is important to “believe in yourself, build your network and leverage your relationships.”

Robinson believes that customer service is more than just a job. “Be kind and smile. It’s good for the soul, it’s a mood-changer. Kindness and a smile are the ultimate positive boomerangs.”