Mayor Kasim Reed announced his appointment of Rocky Atkins as Executive Director of Customer Service. In this role, Atkins will lead customer service operations for ATL311, and will focus on further streamlining customer service delivery through the City’s full-service, non-emergency customer service line. Atkins brings more than 20 years of experience in operations and customer care leadership to the role.

“We are proud to welcome Rocky Atkins to the City of Atlanta where he will lead our ATL311 operations,” said Mayor Reed. “When we launched this initiative in 2014, I charged my team with delivering a customer service center which would foster a culture of accountability and responsiveness every day. I am confident that Mr. Atkins will take us to the next level of customer service delivery, and I look forward to what we will accomplish under his leadership.”

Atkins previously served as Director of Customer Service for Three Mobile, one of the largest mobile service providers in Europe. At Three Mobile, Atkins was responsible for managing over 5,000 employees and leading a business-wide transformation of customer service that drove substantial improvements in operational efficiency and customer experience, and led to industry recognition for the best service in the IT/telecoms sector. Atkins also previously worked for AT&T where he led customer service delivery for their outsourcing business across Europe, Asia and North America.

“It is an honor to serve as the City’s new Executive Director of Customer Service,” said Rocky Atkins. “With a 311 operation that is already well-established, Atlanta is a national leader in the delivery of services to citizens, and with a talented team focused on continuous improvement there is a tremendous opportunity to take it to the next level. I’m ready to roll up my sleeves and get to work with this very capable organization.”

A native of Atlanta, Atkins is a graduate of Georgia State University.