Today, Mayor Bynum announced Monica Hamilton will serve as the City’s new Customer Care Director. She will start work at the City of Tulsa on July 6, 2020.
“I’m thrilled Monica chose to join our team at the City and come back home to Tulsa to fill this critical role,” Mayor G.T. Bynum said. “With her vast experience in government and customer support alike, Monica was the best choice to lead our 311 Customer Care Department. Monica will be an invaluable member of our team and will bring strong leadership to the 311 Customer Care Center.”
Hamilton, who has worked for the City of Tulsa prior to moving to Texas, will be back in Tulsa to lead the Customer Care Department and 311 call center.
“I am very excited to return to Tulsa,” Hamilton said. “The Customer Care team is among the best in the industry and I am honored to have been selected to lead this dynamic group. I look forward to working with the team in the advancement of uses in technology and best practices and to ensure that our Tulsa citizens receive nothing less than world class customer service.”
After starting her career at the City of Tulsa as a Mayoral Aide, Hamilton moved her way up to the Director of the Mayor’s Office for Neighborhoods, then to the Director of the Mayor’s Action Center and Interim Director for the Customer Care Center. She left Tulsa for Texas in 2012 after serving as the Director of Constituent Services for the City of Tulsa.
In Fort Worth, Texas, Hamilton served as the Deputy Chief of Staff for the Mayor and City Council office, and then moved to the Executive General Manager for the City of Fort Worth.
Hamilton is widely recognized for her customer service skills and her ability to manage and motivate her colleagues and employees to meet high standards.
She’ll be taking over for recently retired Customer Care Director Michael Radoff, who was instrumental in developing and implementing the City’s award winning Tulsa311 Customer Service Network. In 2017, the City’s 311 network took the top Call Center honors at the Engage 311 Annual Conference in Fort Worth, Texas.
Hamilton will look to build upon the success 311 has seen over the last few years. 311 includes an IVR system with a Spanish line, an easy-to-use mobile app, and a web self-service portal and email. Since its inception in 2016, 311 has been able to lower the call abandonment rate, considerably raise service levels, and save money by eliminating third party vendor costs that provided Spanish-speaking assistance.
For more information on 311, visit: www.tulsa311.com.
The City’s website, www.cityoftulsa.org, has a tool to help with translation assistance for any page. Website visitors can click the drop-down menu on any page that says, “Select Language,” and choose from one of more than 100 different languages.