Dallas 311


Departmental Leadership 


Chance

Derrick Chance began his career with the City of Dallas in 1998.  In his current role as the Quality Assurance and Community Outreach Manager, Derrick is responsible for quality assurance, community outreach and education, and internal controls for 311 Customer Service for the City of Dallas.  Derrick, a veteran of the United States Air Force has overseen a number of high-profile initiatives and projects for the City of Dallas, notably during Hurricane Katrina where he served as a member of the City of Dallas “Project Exodus” initiative, various certifications for the Department of Street Services, service delivery of the Snow and Ice Response Team (SIR) during inclement weather, as well as the creation of a customer satisfaction evaluation program for convention center clients and attendees.  Derrick serves on the Board of Directors for both Dallas Children’s Charities and the Dallas Junior Police Academy.  Derrick holds an Associate’s Degree in Management.  Derrick is a Dallas native and currently resides in Desoto, Texas.                     

Edwards, A

Alicia Edwards began her career with the City of Dallas in 2006.  In her current role as the Reporting and Finance Manager, Alicia is responsible for her team, who together, oversee all aspects of service request performance reporting for the Mayor and City Council, City Manager’s Office, and Dallas’ residents, as well as the development and administration of the  Department’s annual budget.  Alicia started her career with the City as a Senior Budget Analyst in the Office of Budget, and since that time has served in Fair Housing, Convention and Event Services, and was a previous member of the citywide Workday Human Capital Management System implementation project.  Alicia has extensive experience overseeing General Fund, Capital, and Grant Fund budgets for the City of Dallas.  Alicia holds a Bachelor of Science in Business Administration and a Master of Science in Management.  Alicia enjoys spending her free time with her family and friends.                   

Edwards, D

Delvin Edwards began his career with the City of Dallas in 2019.  In his current role as the Call Center Operations Manager, Delvin is responsible for a team of nine Supervisors, who together, oversee the day-to-day operations of 311 Customer Service’s call and dispatch centers for the City of Dallas.  Delvin has 17+ years in the contact center industry and has served in a number of different positions and roles, in both the public and private sectors, during his career. Delvin is proud to say that he started his career on the phones as a Customer Service Agent.  Delvin  holds a Bachelor of Business Administration with a specialization in Marketing.  Mr. Edwards is a proud Dallas native who currently resides in Red Oak, Texas.

Gray

Sheila Gray began her career with the City of Dallas in 2016.  In her current role as the Configuration Team Manager, Sheila is responsible for a team of Configuration Coordinators, who together, manage the creation and configuration of all 250+ service requests in use, user training, as well as the functionality of the City’s online service request portal and the OurDallas mobile application.  Sheila and her team are continually working on improving and updating system functionality and improving self-service options for citizens. Prior to joining the City of Dallas, Sheila spent over 13 years working for a Fortune 200 organization where she was responsible for call center leadership, achieving sales goals, improving customer service, and solid waste collection operations.  Sheila holds a Master of Business Administration with a specialization in Management and a Bachelor of Science in Business.  Sheila was raised in North East Texas and enjoys spending her free time with her family, friends, and pets.

Johnson

John Johnson began his career with the City of Dallas in 2008.  In his current role as Director, John is responsible for all aspects of the 311 Customer Service Department for the City of Dallas. John is tasked with overseeing the Department’s 120+ employees, providing leadership and direction for 311’s management team, call and central dispatch centers, and community outreach efforts.  John is responsible for ensuring 311 operates with maximum efficiency while providing every customer the highest level of service possible.  Prior to this role, John held positions in the City Manager’s Office and Department of Convention and Event Services, and has previously overseen client services, capital planning and construction, and service delivery within both the public and private sectors. John has overseen many high-profile projects for the City, including mega shelter operations during Hurricane Harvey, Conversations about Race community forums, and served as a project team member for Downtown Dallas Inc.’s Downtown 360 Plan. John holds a Bachelor of Science in Business Administration and a Master of Science in Management.  A native of east Texas, and Dallas resident, John enjoys spending his free time working on home improvement projects, cycling, and traveling.                      

Moran

Vasana Moran began her career with the City of Dallas in 2005.  In her current role as the Workforce and Training Manager, Vasana is responsible for the recruitment and onboarding of all call center staff, training curriculum development and administration, as well as agent scheduling, adherence, and productivity monitoring.  Vasana is also responsible for all aspects of human capital management for the call and dispatch center staff for 311 Customer Service for the City of Dallas.  Vasana has extensive experience in the contact center industry, serving in a number of different roles and positions, in both the public and private sectors during her career.  Vasana, a native of Guyana, South America, enjoys spending her free time with her family, reading, and working on home improvement projects.         

Taylor

Gwen Taylor began her career with the City of Dallas in 1992.  In her current role as Executive Assistant, Gwen provides direct administrative and operational support to the Director and assists with a number of other departmental functions.  Gwen is also responsible for handling position requisitions, human resources processing, administering purchase card reconciliations, assisting residents with complex/escalated service requests, and coordinating all travel for the department.  Prior to her current role, Gwen has previously served in the Departments of Tax and Revenue, Budget Office, and the Office of Cultural Affairs. Gwen holds a Bachelor of Arts in Public Administration from Dallas Baptist University.  Born in Waco, Texas, home of the Baylor Bears, Gwen enjoys spending her free time having family/friend gatherings, decorating, and working on home improvement projects.