Communications Operator Call Center

Linda S. Gillespie

**** ***** ****** **. *** Angeles, CA 90065

*****.*********@******.*** 323-***-****

Objective: To utilize my Administrative and Personnel Analyst skills to provide leadership to an organization. Summary of Qualifications:

A civil service professional with over 20 years’ experience. Job proficiencies include: analysis and research, excellent leadership, project management, and organizational abilities, and outstanding interpersonal, verbal and written communication and customer service skills. Team player with a passion to meet the organization’s goals and objectives. Work Experience

City of Los Angeles

LA Sanitation April 2018 – Present

Management Analyst

Collect, investigate and analyze supporting data and prepare narrative and statistical reports and recommendations on work programs, cost estimates, revenue estimates, capital projects, facilities, salary and benefit adjustments, and requests for personnel, equipment and expense items, and appropriations in connection with the preparation, review and administration of a department budget. Serve as Budget and Personnel Coordinator for a division or over 100 individuals. Other duties include preparing operating manuals, designing department forms, attend meetings, hearings and conferences to present and gather information and prepare reports on actions taken. Maintain equipment inventory, investigate and prepare recommended strategies, reports, correspondence and advise for department and employees regarding a variety of personnel related matters including discipline, appointments and other selection related procedures, appeals of various departmental and City-wide personnel processes, position classification, employee rights, service ratings, and recruitment programs for a wide variety of positions and to meet special item needs, assembles, instructs and serve on interview boards for various selection processes and exit interviews, investigate, analyze and prepare correspondence on pertinent issues related to personnel matters including preparing routine periodic requests and reports, supervise other administrative and clerical personnel to support the administrative activities of a department. City of Los Angeles

Department of Water and Power May 2016 – April 2018 Senior Administrative Clerk – Audit Clerk

Process invoices against purchase authorities and contracts, personal service contracts. Perform complex calculations and verifies accuracy and propriety of invoices; interprets Department rules and policies with vendors, governmental agencies, Department management/employees in response to inquiries and resolving problems. Assists in payments, enters contracts into Department’s mainframe system; processes, reviews and approves internal transfers, processes lease payments; processes check stop payments and replacements; acts as clerical backup relief for Account Payable systems as necessary; assists in performing special projects and assignments on an as-needed basis’ researches invoices/payments on Department’s mainframe system; performs related duties as required. Information Technology Agency July 2014 – May 2016 Senior Communications Operator II

Plan, direct, coordinate, supervise, and evaluate the work of the Communication Information Representative IIIs who are responsible for operating City-wide radio and centralized telephone exchange in a fast paced environment processing heavy call volume while maintaining high customer satisfaction standards. Prepare work schedules and time sheets. Handle emergencies via the City-wide radio; responsible for activating the Emergency Operations Center during natural disasters. Other duties include writing monthly reports, yearly evaluations, process disciplinary actions, and responsible for confidential information and responding to communications from Commissioners, Mayor’s Office and elected officials. Maintain the 3-1-1 knowledgebase and resources used by 3-1-1 to answer questions and provide information on City Services. Provide internal and arrange and conduct formal training from other City departments or outside sources. Investigate and resolve complaints. Also responsible for processing phone recording requests and providing tours to Mayoral, elected officials and City Officials. Develop performance policies and procedures; assist in determining equipment and personnel needs. During the Chief Communication Operator’s absence, oversee day to day operations of the 3-1-1 Call Center and other duties as assigned by the Chief Communication Operator or 3-1-1 Director to meet organizational needs. Recognized as ITA January 2016 Employee of the Month for contributions to the MyLA311 project. Information Technology Agency May 2002 – July 2014 Senior Communications Operator

Linda S. Gillespie

2714 Media Center Dr. Los Angeles, CA 90065

*****.*********@******.*** 323-***-****

Supervise, delegate, plan, and evaluate the work of 35 representatives of the City’s “3-1-1” 24x7 Call Center. Duties include: training and communicating changes in policy and procedure, conducting oral presentations to administrative and elected officials, creating and maintaining staffing schedules and records, and administrative responsibility for the Los Angeles Citywide Services Directory, a proprietary database, used to direct callers inquiring about programs and services. Attend community events to increase awareness of

3-1-1 services. I’ve received departmental commendations for my strong knowledge of 3-1-1 Call Center functions, willingness and capability of learning and taking on additional responsibilities and challenges and hard work in completing my assignments with excellence, assistance in creating more efficient systems, including: the graffiti service requests and monthly evaluation reports. Information Technology Agency April 1992–May 2002

Communications Operator

Operate Citywide radio and telephone system to receive calls, transmit information and route calls to the proper department; relay information, complaints or emergency calls via telephone or dispatch patrol units and document lost property or recovered property. Use a computer based system to provide information regarding City services; process customer applications for various requests and provide information regarding City policies, procedures, ordinances, rules and regulations; review and process customer requests for services; interprets the nature of the request, identifies appropriate source to refer callers to for immediate resolution of their complaints or inquires, attempt to resolve customer complaints and may respond to questions from outside agencies, City elected officials and other governmental officials. Received numerous commendations for excellent customer service, which resulted in a promotion to Senior Communications Operator.

Education

California State University, Dominguez Hills (Carson, CA) Summer, 2009 Major: Public Administration, Bachelor of Science Degree in Public Administration Volunteer Activities

Community Emergency Response Team (CERT) Volunteer, 2003-Present Internal Revenue Service- VITA Volunteer, 1999-Present Pi Alpha Alpha Secretary, CSUDH Chapter, 2010-Present Girl Scouts- Angeles Council, 1994-1999

Computer Experience

Smart Draw Certified (a charts and diagram software solution), Microsoft Word, Excel, PowerPoint, Access, Outlook, Google-Gmail, Filenet, EIS, eRSP, Los Angeles Department Building and Safety Applications (CEIS, PCIS), Maximo, Accounts Payable Voucher Reports, Accounts Payable Manual Voucher System, WorkTech,

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