Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency. Possess a diverse background in management dedicated to providing excellent customer service and making operational and procedural improvements. Skilled in talent recruiting, asset protection, financial management and customer relations with solid experience managing all levels of multiple projects including budgeting and administration.
Created a tracking system for telecommunication billing expenses to alleviate duplicate billing expenses. Spearheaded an award-winning outreach program, which educated Los Angeles residents about various special events (i.e Marathons, sporting events, demonstrations, festivals, etc) parking violations, abandon vehicles, temporary tow signs, and special enforcement. Increased cost-effectiveness by 35% through compliance enforcement and implementation of a rigorous quality control system. Reduced capitol spending as the leader of a multi-functional project team. Created successful emergency response during the 1996 Civil Unrest.
Recognized publicly by City Council and stakeholders for providing excellent customer service both orally and in writing to LAPD, LAFD, EOC, and other government agencies during unusual occurrences i.e...power outages, fires, crime scenes, and Northridge Earthquake.
Oversee Department's Payroll system through Position Control Clerks and Main Timekeepers; manage payroll training, and ensure consistency amongst Position Control Clerk; mediate the application of policies and procedures; review and roll out grievance responses, letter of intent/agreement, ordinances, implementations or other memos of authority to assigned staff for any necessary action; interpret Civil Service Rules, Administrative Codes, and Board Resolutions; and perform spot audits at the point of intake.
Assist with budget preparation, contract administration; prepare statistical reports, review confidential documents, administer position management system; prepare internal division, and monthly reports; manage clerical employees engaged in daily operational duties; perform worker safety tours to ensure compliance with department safety program, and other duties as assigned.
As the manager of the departments 24x7 Voice Operation Center charged with overall management and modernization of telecommunication staff and equipment. Provide full range of managerial responsibilities for subordinate supervisors and staff. Develop and administer unit budget; implement new policies and procedures; evaluate staff to ensure quality customer service; direct and oversee broad scope of customer issues directly or through subordinate staff; oversee activities related to telephone programming; responsible for 2.5 million dollar budget; analyze and negotiate bids/contracts for various systems and telecommunications equipment; project management; prepare statistical data and reports; represent management in grievance and disciplinary processes, attend various conferences and seminars; set goals and objectives for the division; meet regularly with supervisory staff in planning for future developments; handle telephone billing account management and payment authorization; investigate complaints; evaluate employees work performance; train personnel, selection and appointment of employees; prepare training/procedural manuals; conduct staff, safety, and JLMC meetings; perform Equal Employment Opportunity and other related responsibilities.
Interact with staff in the Mayor's and Council's offices as well as the Department's General Manager's staff to resolve complex and sensitive issues involving customers; plan, organize, direct, staff in a demanding 24x7 call center engaged in routing calls to field personnel via 2-way radio; handle via land line and in-person inquires regarding parking tickets, impounded vehicles, and individual wants and warrants; JLMC member; conduct regular staff meetings; compose routine correspondence, such as Council complaints regarding parking complaints; prepare deployment/vacation schedules; develop training/procedural manuals; timekeeping; prepare quarterly reports on sick, vacation, and overtime usage; track incoming and outgoing documents; monitor Dictaphone recording equipment and transcribe complaints; maintain filing systems of service requests, and recording tapes; records retention; conduct training classes on effective communication skills & emergency activations; interview prospective employees; complete background checks; update/maintain databases of emergency contact information and 900mhz radios, deploy field personnel to locations for traffic control during emergencies; and serve as Communication/Enforcement liaison.
Answer incoming calls from citizens requesting service, monitor two-way radio, data entry, retrieve vehicle status information from California Law Enforcement System, prepare daily activity logs and vehicle impound reports, monitor TeleTrac tracking system for field personnel, coordinate activities with various departments such as the Police, Fire, CHP, regarding unusual occurrences, traffic accidents, fires, natural disasters, etc., contact tow companies to impound illegally parked vehicles, and various clerical duties as assigned.
MS Word, Excel, Outlook, PowerPoint, MS Project, Visio, EIS (Employee Information System), HRMS (Human Resource Management System), PeopleSoft, IBIS, DSS, WorkTech, On-Demand, Rumba, Extensity, TIMS (Ticket Information System)
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