I am a seasoned Customer Service Representative with 16 years of experience at the Office of Unified Communications. Throughout my career, I have excelled in inquiry response, data analysis, and social media support. As an Interim Supervisory CSR and 311 Operations Team Leader, I have demonstrated strong leadership abilities in team management, training, and inter-agency liaison work.
In my current role, I address customer inquiries by providing accurate information on licensing, non-licensing, and vehicle services. I analyze residents' requests, compile relevant data, and deliver tailored responses. Additionally, I support the City Services' social media team by engaging with customers online and resolving issues. I collaborate with team leads and management to enhance training programs and mentor new employees.
During my tenure as the City Services (311) Operations Team Leader, I oversaw call distribution operations and served as an intermediary between the public and government agencies. I managed task assignments for customer service teams, conducted performance evaluations, and delivered structured training to enhance operational efficiency.
As an Interim Supervisory Customer Service Representative, I managed a team of CSRs, ensuring adherence to guidelines and overseeing the resolution process for complaints. I also maintained essential operational materials and contributed to organizational efficiency and resource management.
