Anticipating a surge of calls as students began returning to classrooms in September, Customer Care and Operations Senior Manager Delorian Moore began preparing her team of customer service representatives over the summer.
To prepare for the potential increase, she first guided the team through COVID-19 online safety trainings. Next, she advocated for a department goal of accountability and growth.
As students returned for in-person instruction in September, campus maintenance and custodial calls increased, putting the Business Operations Customer Care team at the center of the effort to keep students and staff safe.
Business Operations Customer Care Team Leader Johnetta
Branch has a new three-step routine when she arrives at her office — put on her
face mask, sanitize her hands, and have her temperature checked.
The district may be closed, she said, but there are still
employee and parent questions to be answered, payrolls to be processed,
maintenance requests to be filed, purchases to track, and fire and burglar
alarms to monitor.
“Fifty-six of us used to come in every day, but many are
parents and with schools and daycares closed, they aren’t able to come in,”
Branch said. “So now it’s five people working at one time to accomplish the
same tasks. I’m here to do whatever needs to be done.”