Dallas 311

311 Customer Service Center Management

Chance, Derrick

Derrick Chance, a veteran of the United States Air Force, began his career with the City of Dallas in 1998 serving as an Accounting Clerk in the Department of Taxation and Revenue.  During his tenure with the City of Dallas, Chance has been responsible for budget development and administration, procurements, contract and regulatory compliance, interagency coordination, public education campaigns, and human capital management.  Chance has overseen several high-profile projects for the City of Dallas, like “Project Exodus” assisting displaced victims of Hurricane Katrina, Street Services’ ISO Quality, Safety, and Environmental certifications, and Snow and Ice Response Team (SIR) service delivery.  Chance also has experience with the creation of customer satisfaction evaluation programs during his tenure in the Department of Convention and Event Services.  Chance joined 311 in March 2019 and is responsible for Quality Assurance, Internal Controls, Health and Safety Management, Community Outreach and Education, and 311’s Employee Advisory Council (EAC).  Derrick, a native of Dallas, serves on the Board of Director’s for Dallas Children’s Charities, and volunteers with the Dallas Police Department Junior Academy. 

Edwards, Alicia 

Alicia Edwards began her career with the City of Dallas in 2006 as a Senior Budget Analyst in the Office of Budget.  Since that time, she has served in a number of roles and departments, and worked on many different projects throughout the City.  Alicia has served as the Change Management Team Lead and Reporting Lead for the citywide implementation of Workday HCM, the City’s new Human Resource and Human Capital Management software.  Additionally, Ms. Edwards has recent extensive experience with overseeing operating and capital budgets, as well as grant administration for Equipment and Building Services, Convention and Event Services, and the Office of Fair Housing. Alicia holds a Bachelor’s degree in Business Administration and a Master of Science in Management.  

Edwards, Delvin  

Delvin Edwards, a call center veteran, has 15+ years of experience in a number of different roles within the contact center industry.  Mr. Edwards has worked in/overseen large call centers for companies like Charter Communications (Spectrum), Citigroup (Citibank credit cards), and has also overseen dispatch operations for roadside assistance services for Drive America.  Delvin has previously served as: Vice President of Contact Center Operations, Quality Analytics Manager, Compliance Manager, Contact Center Manager, and began his contact center career as a Customer Service Agent - taking calls in a call center. Edwards holds a Bachelors of Business Administration from Wiley College and currently lives in Red Oak.  

Gray, Sheila

Sheila Gray began her career with the City of Dallas in February of 2016.  Sheila serves as Manager II responsible for the Configuration Team.  Sheila and her team are working on improving system functionality and improving self-service options for citizens.  Prior to joining the City of Dallas Sheila spent over 13 years with a Fortune 200 company, and has experience in call center leadership, customer service, sales, and operations.  She has an MBA with a concentration in Management.  Sheila was raised in North East Texas and enjoys spending time with her family, friends, and her 2 dogs and 1 cat.

Johnson, John

John Johnson joined the City of Dallas in 2008 and has been the Director of 311 Customer Service since December 2018.  In this role, he is responsible for all aspects of the 311 Customer Service Department.  John is tasked with overseeing the Department’s 121 employees, providing leadership and direction for 311’s management team, call center, central dispatch and the City’s community outreach efforts via City Hall On-the-Go.  John is also responsible for ensuring 311 operates with maximum efficiency while offering 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.  He has overseen many high-profile projects for the City including “Conversations about Race,” and City Lights, and served as a project team member for Downtown Dallas’ 360 Plan.  John holds a Bachelor of Science in Business Administration and a Master of Science in Management and has previously overseen client services, capital planning and construction, and service delivery within both the private and public sectors.  A native of east Texas, and Little Forest Hills resident, John enjoys cycling White Rock Lake and the Santa Fe and Katy trails and traveling.

Moran, Vasana

Vasana Moran began her career with the City of Dallas in 2005 and has been the Workforce and Training Manager of the Dallas 311 Call Center since June 2018.  In her current role, Moran is responsible for the recruitment and onboarding for 311 Call Center staff, training curriculum development and administration, as well as all agent scheduling, adherence, and productivity monitoring.  Moran previously served the City of Dallas as a Coordinator and has extensive call center industry experience within the private sector.  Moran, a native of Guyana, South America, enjoys spending her free time with her family, reading, and working on home improvement projects.