Marisa May
Buffalo
Summary
Dedicated and proud City of Buffalo employee with a strong commitment to public service and community engagement. As a Knowledge Base Coordinator, I have worked to enhance communication, efficiency, and accessibility within the City’s 311 system by developing and maintaining accurate, user-friendly information resources. I take pride in supporting residents, empowering City staff, and ensuring that every interaction with Buffalo’s 311 reflects the highest standard of service and care.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Knowledge Base Coordinator
City Of Buffalo
03.2025 - Current
- Oversee the development, organization, and maintenance of the City’s knowledge base, ensuring that 311 operators and departmental representatives have access to accurate and up-to-date information.
- Collaborate with subject matter experts, departmental liaisons, and MIS staff to review, refine, and publish content that supports efficient inquiry resolution, and high-quality customer service.
- Develop and structure web-based tools, FAQs, and reference materials to enhance system usability, and ensure content is searchable, comprehensive, and aligned with the City of Buffalo's service standards.
- Monitor feedback from 311 operators, residents, and partner departments to identify knowledge gaps, and implement process improvements that streamline communication and service delivery.
- Coordinate and conduct periodic audits, content updates, and staff training to ensure accuracy, consistency, and effective knowledge base utilization across departments.
- Prepare reports and quality assurance analyses to support performance measurement and strategic planning within the 311 Call Center and City operations.
- Work closely with the Buffalo Police Department to train Community Police Officers (CPOs) on the effective use of the 311 system for reporting and tracking neighborhood concerns.
- Attend community meetings and public outreach events to provide information about Buffalo’s 311 system, promote resident engagement, and encourage the use of City service resources.
- Assist in directing neighborhood cleanup and quality-of-life calls to the appropriate city departments, ensuring timely response and coordination across agencies.
- Troubleshoot and resolve issues within the City’s Salesforce-based 311 system to ensure optimal functionality for all call center operators, as well as for residents accessing services through Buffalo’s online and mobile platforms.
- Attend weekly Clean Sweeps throughout the spring to fall seasons as a department liaison for the community to gain information about Buffalo 311.
Kindergarten Teacher
Notre Dame Academy
07.2023 - 03.2025
- Implementing innovative teaching methods, storing student data, analyzing progress, monitoring performance, parent/guardian communication, and report preparation.
- Developed engaging lesson plans to promote early childhood literacy and numeracy skills.
- Facilitated a safe, supportive classroom environment to encourage social and emotional development.
- Mentored new teachers on best practices in classroom management and curriculum delivery techniques.
First Grade Teacher
Notre Dame Academy
07.2022 - 06.2023
- Implementing innovative teaching methods, storing student data, analyzing progress, monitoring performance, parent/guardian communication, and report preparation.
- Developed engaging lesson plans to foster student interest and participation in foundational subjects.
- Integrated technology into the curriculum to enhance learning experiences and improve student engagement.
- Organized classroom activities that promoted social skills, teamwork, and community involvement among students.
- Mentored new teachers by sharing best practices for classroom management and instructional techniques.
Market Manager
South Buffalo Farmer's Market
06.2019 - 09.2024
- Oversee weekly operations of the South Buffalo Farmer's Market. Focus on collecting data to increase vendor satisfaction.
- Work on social media graphics to post on various platforms to inform the public.
- Trained staff on operational best practices, improving efficiency in daily market activities.
- Led community outreach efforts to promote the market, increasing awareness and attendance through targeted campaigns.
- Managed vendor relationships, fostering collaboration to enhance product offerings and market diversity.
Lead Hostess
Charlie's Boatyard
07.2017 - 10.2021
- Managed a team of front-of-house customer service employees, ensuring all customers were seated promptly and efficiently.
- Trained and mentored new host staff, enhancing service quality and team performance.
- Managed customer inquiries, resolving issues promptly to maintain high service standards.
- Managed guest waitlists effectively, minimizing wait times while still accommodating walk-in customers whenever possible.
- Upheld cleanliness standards throughout the front-of-house area, contributing to the overall ambience of the establishment.
Common Council Office Intern
Buffalo City Hall
06.2018 - 09.2018
- Answered phone calls, filed 311 complaints, and communicated through email to other departments.
- Coordinated community outreach events to enhance public engagement and participation.
- Supported data entry and management of departmental records using municipal software systems (Lagan).
- Participated in constituent outreach efforts, effectively addressing concerns and gathering valuable feedback for policy initiatives.
- Attended meetings with local block clubs on behalf of the office, representing the interests of constituents effectively.
Education
Bachelor of Science - Urban Studies and Sociology
Canisius University
Buffalo, NY05.2022
Skills
- System Development
- Interdepartmental Coordination
- Data Collection and Analysis
- Microsoft Word
- Microsoft Power Point
- Microsoft Excel
- Customer Service
- Managing Records
- Salesforce customization
- Salesforce analytics
- Report building
- Service cloud management
- Systems administration
Certification
Orton-Gillingham Literacy Certificate (04/2024 - Present)
Timeline
Knowledge Base Coordinator
City Of Buffalo
03.2025 - Current
Kindergarten Teacher
Notre Dame Academy
07.2023 - 03.2025
First Grade Teacher
Notre Dame Academy
07.2022 - 06.2023
Market Manager
South Buffalo Farmer's Market
06.2019 - 09.2024
Common Council Office Intern
Buffalo City Hall
06.2018 - 09.2018
Lead Hostess
Charlie's Boatyard
07.2017 - 10.2021
Bachelor of Science - Urban Studies and Sociology
Canisius University