KATHERINE ABBOTT

• Act as first point of contact for visitors and customers to Minneapolis Service Center
• Represent City on behalf of 12 different departments/divisions
• Interact directly with the public, providing general information, answering questions and gathering facts and pertinent information regarding various City Services, problems and complaints, also may include providing directions to County and State services
• Interpret policies/procedures and handle requests for technical information on functions and procedures of any of the 12 department/divisions as well as the City as a whole
• Assist customers with filling out required paperwork on behalf of City departments
• Examine and interpret various bills, orders, citations, and letters to provide customer with guidance for their situation and understanding on how to proceed
• Review permit and license applications for all departments
• Ensure completeness and accuracy and that any additional required documents are provided
• Verify credentials and licenses of professionals and contractors and maintain information in the Enterprise Land Management System
• Research and determine charges/fees and/or penalties for services requested or received
• Accept payments in all tender types for a variety of transactions in several different software systems
• Full understanding of all cash handling procedures and requirements to process payments within the City
• Check the City's drop box on a daily basis and process all documents and payments received
• Route any necessary documents to appropriate department
• Direct customers to department staff when appropriate
• Enter obtained information into pertinent database(s)
• Follow-up with customer and/or departments as required
• Prepare documentation of policy and procedure relevant to Minneapolis Service Center standards
• Track, manage and order all supplies for the Service Center
• Manage appointments and all department queues via Qmatic software
• Ability to cancel, reschedule, or adjust an appointment at the request of a customer
• Provide guidance and assistance to department staff on Service Center counter set up, requirements, technology
• Provide any received documentation to departments via scan and mail in a timely manner.

• Prioritize all radio communication with the Downtown Improvement District Ambassador program, Street Outreach teams, Private security partners and Business owners
• Use (4) two-way radios to make announcements to Security and Street Outreach groups
• Answer Hotline for non-emergency public and client requests
• Train and coach new Dispatchers and train new Ambassadors on radios
• Conduct video Footage review of the safezone cameras for incidents upon request
• Respond to Whatsapp instant messages for service requests
• Distribute BOLO alerts on behalf of the Minneapolis Police Department to extract additional suspect information and submit requests for camera footage from property owners of incidents under investigation.

1. Perform monitoring duties in the Security Operations Center for the City’s building security systems, including access control, security alarms, security cameras, building emergency systems, and radio dispatch systems.
2. Receive calls for assistance and incident reports from employees throughout the City, triage reports, and dispatch security to respond or call 911 to dispatch police accordingly.
3. Initiate the PSB’s emergency notification system to alert employees and guests of an active shooter, severe weather event, or similar incident affecting facilities.
4. Issue photo access cards for employees, MBC staff, city leaders, and contractors and activate and deactivate access levels on cardholders' badges.
5. Participate as a Building Emergency Control team member during actual emergencies and exercise training drills.
6. Assist the Homeless Response Team in identifying homeless encampments throughout the city and work with CPED to regularly check city-owned lots and homes throughout the city via a mobile patrol unit.
7. Perform nightly building inspections at City properties and worksites and respond to off-site situations via mobile patrol unit.
8. Assist MBC security staff when needed, such as in the event of large City Council meetings and protests. In addition, we monitor cameras at City Hall and dispatch for MBC security personnel
9. Regularly monitor and patrol underutilized areas with issues such as the Public Service Center, Minneapolis Animal Care and Control, and Roof Depot. In addition, we ensure that the security contractor, Securitas, performs their duties as laid out in their contract and reports any discrepancies to our supervisor.
10. Provide customer service-related support for visiting employees and guests of the building
11. Administer an incident management database program for receiving, tracking, and managing safety, security, and emergency incident reports.
12. Perform routine building security patrols and respond to emergencies, disturbances, and regular service calls.
13. Facilitate after-hours access for parents/guardians visiting the Youth Connection Center, standby for department meetings involving the public after-hours, and provide access for deliveries to the building and dock area for outside agencies.
14. Accept, log, store, and disperse lost and found items per City ordinance; act as a contact for all lost and found requests from employees and guests.

Left for a Job promotion, I still work for the city.

• Answer phones, input data entry and help all customers, visitors and employees
• On the Security side, respond to medical calls, escort terminated employees off the property and fill out incident reports when required
• This is a high-level customer service position that requires efficient professionalism.

• Cash handling, counting the employees tills and the safe, inventory for the facility and scheduling were typical day to day job duties
• Oversaw and gave work direction to 10 employees per shift.
• Count Inventory, for supply's in our store wasted and re-order
• stocking & and ordering new stock for customers over the phone.

• Oversaw and gave work direction to 12+ employees per shift
• Cash handling and bank runs were a few of the major parts of this job
• Presented all new promotional items to the staff.
• Going to 6 different stores to help out for employee shortage.
• Handled customer complaints over the phone and in person.
• count inventory and order supply's requested