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City Communications Office

City of Kansas City, Mo.

www.kcmo.org

CONTACT: City Communications 816-513-1349

FOR IMMEDIATE RELEASE: Dec. 7, 2010

City appoints 3-1-1 Call Center Manager

City of Kansas City, Mo., Acting City Manager Troy Schulte has announced the appointment of Lynnette Lemon to the position of 3-1-1 Call Center Manager. Lemon has more than 15 years of call center experience for public and private sector organizations, most recently serving as the customer service supervisor for the District of Columbia Water and Sewer Authority.

“The depth of experience and proven success that Ms. Lemon brings to our organization is considerable,” Schulte said. “We are confident that she will improve upon a valuable service that so many of our residents utilize.”

During her tenure as District of Columbia Water and Sewer Authority customer service supervisor, Lemon effectively managed the 24-hour Emergency Command Center, the Customer Care Call Center and the walk-in business office. Her accomplishments included process improvements that led to a 60 percent reduction in the abandoned call rate and a reduction in the overtime budget of 30 percent. Lemon also contributed to the reduction of the Emergency Command Center’s emergency response time from a three hour-plus average to 45 minutes.

Lemon holds a B.S. in Business Management from the University of Maryland University College and is a 2011 candidate for a M.S. in Technology Management, also from the University of Maryland University College.

Lemon assumed responsibility as the call center manager on Monday, Dec. 6.

Media inquiries about this appointment should be directed to Dennis Gagnon, public information officer, at 816-513-2659.

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