Frank Mangiardi
Brampton,ON
Summary
A highly motivated team player who combines enthusiasm with a strong work ethic, producing outstanding results while providing continuous customer service excellence. An experienced communicator, who thrives on dealing with a variety of people and challenges.
Overview
13
13
years of professional experience
Work History
Public Works Customer Service
Region Of Peel
04.2012 - Current
- Frontline contact for external customers regarding Water Efficiency, Environmental Education, Water Quality and other Public Works Programs and Services
- Frontline service on behalf of the Public Works Water/Wastewater/Roads Operational Yards, Public Works Facility Services, Environment Control, Capital Construction and Water Billing Collections
- The single-point of contact for the Town of Caledon Public Works and Regulatory Services
- Overnight (1:00am-7:00am), calls related to Health Services, Peel Living, Ontario Works and Transhelp are routed to Public Works Customer Service.
- Provides services to Internal customers and external clients for the receiving and communication of operational related problems
- Monitors various alarms, mailing out information, communicating with Police and Fire and completing a Central Dispatch function for the service requests documented by the Corporate Tier I Call Centre
- Answer four queued lines in addition to an internal line and a direct line for Police and Fire
- Monitor Alarms for Wastewater Flow Monitors, Long Term Care Elevators, and Real Property Asset Management and dispatch to the appropriate contact
- Monitor six shared email inboxes and answer or direct to the appropriate contact for resolution
- Central Dispatch function for the requests for service from one of the Operational Yards documented by Corporate Tier I Call Centre. And completes a quality check and then dispatches the information to the appropriate contact
- Operate Voice Communications System (VCOM),and provide back up service for the 11 Talk Groups Channels
- Arrange for purchase and service repairs for all regional radios on the VCOM system. And maintain the tracking system for all radios throughout the region. Arrange for all activation’s/deactivation’s with Peel Regional Police
- Schedule appointments (tours, presentations, workshops, consultations) into multiple calendars on behalf of Internal Clients
- Compile and distribute the On-Call schedule for all Public Works on-call persons every month
- Arrange Inspections for water services on Region side and with City Inspectors from Mississauga, Brampton and the Town of Caledon; and book private side pressure tests, flushing, chlorination and final turn on/off
- Read maps and develop familiarity with the basic road structures of the region.
- receives, assess and fans out emergency notifications received from the Overall Responsible Operator, Conservation Authorities and special weather alerts.
Team Leader / 311 After Hours Contact Centre
City Of Brampton
11.2010 - 11.2012
- Maintained operational records and service request in accordance with city guidelines to be used as legal documents
- Made recommendations to the Operations Supervisor, BA Analysts, Manager and Director via shift reports to improve frontline unionized employee operations
- Answered and facilitated emergency calls from Citizens, Region of Peel, Peel Regional Police, Brampton Fire Department and other emergency services within the city and Region of Peel
- Dispatched appropriate information to officers using two-way radio system for client resolution
- Assisted outside officers and foremen by providing administrative support by creating and updating service requeRecord and maintain customer inquiry tracking records in Hansen/Customer relationship management, Amanda, and TXM.st in accordance with city guidelines
- Performed hourly safety checks to all road staff via two way radio
- Delivered wide range of information and referrals on municipal and regional, provincial and federal programs and services, by researching and communicating results in a clear and understandable manner
- Registered burial permit administrator for the City of Brampton
- Worked closely with managers and analysts to ensure departmental success by providing feedback on systems, processes and general citizen feedback
- Calculated and completed payments for Park and Recreation, parking infractions and Theatre tickets in CLASS, as well as reconcile and balance cash daily through CLASS automated reporting
- Processed Provincial Offences Fines and Parking infractions in ICON (Integrated Court Offences Network)
- Validated final amounts including interest in CAMS (Court Administration Management system), prior to processing provincial offences and parking infractions
- Reconciled Provincial offences and Parking infraction reports from ICON and CLASS
- Interpreted By-law and procedures for residents, by applying or disqualifying situations and providing information on the next steps
- Educated internal and external clients of facility availability and rental information
- Proficient in MS Office and Class
- Primary point of contact, managing inquiries & difficult situations within the corporate customer service program, by researching and communicating results, clear and understandable
Education
Wastewater Collection Facility
OWWCO
Etobicoke, ONWater Treatment Subsystem
OWWCO
Etobicoke, ON01.2016
Wastewater Operator License
OWWCO
Etobicoke, ON01.2016
Drinking-Water Operator Certificate / OIT
OWWCO
Etobicoke, ON01.2016
Water Distribution/Distribution And Supply
OWWCO
Etobicoke, ON01.2016
Train The Trainer
Region of Peel
Brampton2013
Six Sigma Green Belt Trained
Six Sigma Canada
Toronto, ON2007
Bell Cable Repair Tech Certified
Bell Canada Tech.
Toronto, ON2006
Skills
- Exceptional interpersonal and customer service skills
- Creative and adaptable; learns new responsibilities quickly and takes initiative
- Tenacious and goal-oriented; anticipates and responds to customer needs
- Highly detail oriented; specializing in process and root cause analysis
- Strong judgment, tact and problem solving skills
Timeline
Public Works Customer Service
Region Of Peel
04.2012 - Current
Team Leader / 311 After Hours Contact Centre
City Of Brampton
11.2010 - 11.2012
Wastewater Collection Facility
OWWCO
Water Treatment Subsystem
OWWCO
Wastewater Operator License
OWWCO
Drinking-Water Operator Certificate / OIT
OWWCO
Water Distribution/Distribution And Supply
OWWCO
Train The Trainer
Region of Peel
Six Sigma Green Belt Trained
Six Sigma Canada
Bell Cable Repair Tech Certified
Bell Canada Tech.
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