Dallas 311


Departmental Leadership 

Misty resx100.jpgMisty Dacres began her career with the City of Dallas in 2007.  In her current role as the Workforce and Training Manager, Misty is responsible for new staff recruitment and development, scheduling, and training.  Her team is responsible for ensuring employees successfully complete classroom and on the job training, as well as updating training materials and curriculum. Misty has spent most of her career with the City of Dallas in the 311 Department serving in various roles, but also spent several years as a Supervisor with Dallas Water Utilities in the Billing and Revenue Division.  Misty grew up in Northeast Texas and, in her free time, enjoys baking, crafting, music, and traveling.

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 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.

Moran

Vasana Moran began her career with the City of Dallas in 2005.  In her current role as the Call Center Operations Manager, Vasana is responsible for a team of Supervisors who oversee the day-to-day operations of 311 Customer Service's call and dispatch centers. 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.         

Amanda Whatley began her career with the City of Dallas in 2011. In her current role as the Quality Assurance and Outreach Manager, Amanda is responsible for Quality Assurance, Internal Controls, Health and Safety Management, and Community Outreach. Her team ensures quality standards are introduced and managed, safety regulations and protocols are implemented, and outreach is promoted through our City Hall on the Go program which provides in-person assistance throughout the communities of Dallas. Amanda has spent much of her career with the City of Dallas in the 311 Department serving various roles, but has previously worked with Dallas Water Utilities in the Billing and Revenue Division. Amanda grew up in Cedar Hill, Texas and, in her free time, enjoys spending time with family, different outdoor activities, and traveling.