Marilyn Anderson

• Oversees asset maintenance and service for Silicon Ranch using Operations Center monitoring
• Implements comprehensive plans for operational takeover of utility-scale solar facilities
• Developed a logging system for efficient utilities management
• Collaborates with Performance Engineers, Asset Management, and Senior Managers to resolve system-identified issues.
• Utilize CMMS system and spreadsheets to coordinate support for outstanding problems.
• Requests dispatch of detected issues to appropriate parties via email, phone, and teams.
• Developed and implemented center policies, procedures, and standards of performance.
• Created training programs for new employees on center policies and procedures.
• Assisted with the recruitment process by interviewing prospective candidates.
• Prepared detailed reports outlining operational trends, successes and challenges.
• Supervised the day-to-day activities of the center staff including coaching, mentoring and evaluating performance.
• Analyzed and monitored key performance metrics to ensure quality assurance standards were met.
• Conducted regular team meetings to provide guidance, training, and feedback on performance.

• Assessed emergency and non-emergency aid requirements with precise event selection
• Practices proper telephone techniques, and makes notifications where appropriate
• Updates and documents event type based on additional information obtained

Monitors equipment for consistent cleanliness and safety standards

• Managed high volumes of incoming calls while providing excellent customer service.
• Utilized problem solving skills to address customer issues quickly and efficiently.
• Assisted with training new Call Takers on proper procedures for handling customer inquiries and data analysis

• Supervise daily actions of Customer Support team for smooth remote operations
• Led instructional sessions for staff on latest service updates
• Managed hiring and termination processes to maintain adequate staffing levels.
• Worked with diverse teams implementing customer success strategies
• Coached team members on best practices for delivering exceptional customer experiences.
• Provided salary adjustment recommendations aligned with performance reviews and developed plans to match staffing levels with anticipated demand.
• Ensured team performance met KPIs and SLAs consistently
• Facilitate the flow of important communication within the team
• Utilized CRM tools to track customer interactions and report on progress toward goals.
• Facilitated teamwork with peers and leadership to enhance Customer Support operations

Drove customer escalations to resolution by engaging directly with clients.

• Directed efficient operation of the 911 call center with a team of 60 employees
• Managed distribution of $4.3M in resources
• Promoted public awareness of the mission through outreach, advocacy, and online presence.
• Optimized resource allocation to maintain seamless 24/7 operations
• Oversaw data management as part of a consolidated process involving multiple safety agencies
• Managed the organization's financial resources and operations to maximize efficiency and effectiveness.
• Directed procurement-related activities for special initiatives
• Enhanced operational efficiency through innovative strategies and planning
• Delivered reports to committees comprised of six mayors and top police and fire executives
• Communicated with significant stakeholders regarding vital topics, delivering strategic direction for the Emergency Communications Center
• Recruited, trained, mentored, evaluated, coached, and managed staff members to ensure success in achieving their goals.

• Managed 911 center operations with staffing of 50 employees.
• Answered 80% of calls within 2 minutes as per NENA standards
• Reduced department liability by over 35% by managing staff proficiency through training.
• Decreased employee complaints and grievances by 40%.
• Enhanced morale through direct negotiations with the bargaining unit on workplace policies affecting workers
• Raised staff proficiency by 35% via specialized training and seminars
• Lowered overtime costs by 3% through schedule optimization
• Handled round-the-clock center coverage with strategic planning
• Spearheaded the separation of Public Safety Communications Center from Police Department control
• Formulated RFP documents to streamline sourcing processes
• Worked with Vice-President of Public Safety and Airports Authority Budget Office on ECC operations budget review
• Handled practical aspects of workforce management concerning union matters

• Efficiently managed more than 150,000 annual calls for emergency services in Alexandria
• Directed and supervised team of 15 employees in daily operations.
• Enhanced location accuracy for prompt service dispatch within 2 minutes based on NENA standards and reduced our call response time by 35%.
• Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
• Advanced through promotion in 2004 and received top recognition in 2007.
• Coordinated and supervised activities and operations of Public Safety Communications Officers (PSCOs) assigned to the Department of Emergency Communications (DEC)
• Informed Director and Department Heads of various aspects of DEC operations
• Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.