As Director of Denver 311, I am responsible not only for our day-to-day operations but also for facilitating interactions between Denver 311 and City agencies, City Council and the Mayor’s Office. One of the great benefits of Denver 311 is the ability to provide specific reporting data that helps define opportunities for efficiencies and cost savings.
I have been with the City and County of Denver for 6 years but am not new to the call center industry. With 40 years of call center experience, I bring a tremendous amount of expertise to the City and to Denver 311. Though the smallest of the 6 centers I’ve built from the ground up, Denver 311 is by far the most complex due to the nature and range of the citizen inquiries.
My educational background includes a MA-Management in Human Relations and Organization Development, a BA in Political Science/History, and Certification in Professional Management. I am also a member of the Association of Government Call Centers and a charter and board member of the National 311 Synergy Group.