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.
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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. |
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. |
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.
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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. |
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. |