At ATL311, every call is a chance to help, and our agents consistently rise to the occasion. Over the past few weeks, several team members have received heartfelt praise from residents who felt seen, heard, and supported.
One caller had been dealing with a yard trimmings issue for over a month, with her case repeatedly closed without clear communication. That changed when she connected with agent Tally, who took time to explain the difference between bulk pick-up and missed yard trimmings. Her professionalism and empathy left a lasting impression.
Another one of our leaders, Abigail, also played a key role in ensuring the issue was escalated properly, earning thanks for her behind-the-scenes support.
Another caller, overwhelmed by caregiving responsibilities, expressed deep gratitude for the patience and compassion shown by our agent, Danesha. “Her energy, attention to detail, and kindness were exactly what I needed,” the caller said. “Whenever I call, I hope I get her.”
Supportive Services agent, Allison, was also recognized for her continued excellence and commitment to service.
In another interaction, a resident described Sheena as “the most professional, pleasant, and knowledgeable representative” they had ever spoken to, calling her a credit to her team and the City.
Caller feedback from the evening time praised Christopher for exemplary service and appreciated ATL311’s extended hours.
Keavin was commended for going the extra mile to help resolve a complex issue with another agency, while a fellow customer service professional called Keavin’s support “exceptional.”
To all our agents: thank you for making a real difference—every call, every time.
