Leah Mayotte Email & Phone Number

Aurora, Colorado, United States

Plan and coordinate the execution of the long-term initiatives for creating a city-wide centralized customer service center through the implementation of a new Customer Relationship Management system and the construction of a new Customer Service Hub space.Present and discuss project insights with city management, including project recommendations, data analysis and trends, identifying resource needs, and vendor/marketplace evaluations. Collaborate with all city departments by leading project progress meetings to determine and compile a comprehensive breakdown of workflows, functions, and services to better understand the city’s needs. Utilize existing work studies to guide priorities. Write and deliver memos regarding project planning and progress.Build and format various reports to accurately track staff productivity in a call center environment. Implemented new queuing software to track the in-person customer journey and provide insight as to how processes can be improved.Lead the Access Aurora team towards the City’s customer service goals. Communicate with the team to get clarity on what support and resources they need to be successful. Lead and assigned trainings to team members to improve the way they interact with technology and the tools available to them. Work with my direct report to establish areas for professional improvement, strategize ways to advance the progress of the team’s skills and contributions, establish Access Aurora as a reputable resource to the city, and work together to improve the customer experience for the community.

Boulder, Co

I help to guide the customer experience for the Boulder Community when visiting our general improvement districts through the implementation of new products, services, and programs. I have been the general project manager for the Access Management and Parking Strategy's: Revitalizing Access in Boulder project. I've assisted the project team in coordinating cross-department efforts for various communications to council, boards/commissions and the public. I've drafted memos pertaining to suggested strategies, ordinance changes, and implementation updates. Additionally, I have created and made great strides on an implementation timeline for items going into place the beginning of 2021. I have well rounded knowledge on all aspects of this project and what the city's vision is going forward.I also have the privilege of supervising and supporting the department's customer service team. As a team, we manage routine customer service operations, support current product and service offerings, and assist with the development and evolution of our products and services to support the changing needs of the community. Additionally, I administer an ~$800,000 customer service budget annually.I have extensive experience with written, oral and face-to-face interaction with customers, vendors, and city staff to ensure smooth business operation.I provide the customer service team and department as a whole with general IT support by managing our back end databases and systems for permitting, payment processing, for our customer online portal, department website information, general graphic design support, and digital signage. I also work within our city's current Customer Relationship Management platform (GoGov) to respond to and/or assign tickets to the appropriate parties.

Boulder, Co

Worked closely with interest holders to find a PARCS solution that would improve the customer and tenant experience, maximize revenue and allow for better data capture and operational transparency. Worked with my team to draft an RFP with the help of a hired consultant. Participated in presentations from interested vendors and chose a provider for the hardware and software for the project.Responsible for putting together a break-down of costs and projected ROIs, getting estimates from all necessary contractors, directing site walks to review each teams' scope of work, scheduling meetings with contractors, interest holders, and tenants, coordinating the install schedule, managing shipments, allocating and submitting project invoices, facilitating training to guard staff and tenants, distributing correspondence regarding scheduling, potential closures and updates, completing software onboarding process, learning new admin software, completing final review/inspection of the install.The system is installed and functioning well which has allowed for a greatly improved customer experience in all three parking garages for commercial tenants and residents alike.

Boulder, Co

Managing the day-to-day and long-term functions of building security for several properties in downtown Boulder. Coordinate and manage a team of security guards in maintaining a safe and controlled work environment for our customers. This also includes the management of our backend security software and programming building access for customers that require it. An integral piece of this work was maintaining good working relationships with our customers to ensure that their concerns were addressed in a timely matter.In charge of the organization and functionality of three privately-owned parking garages. This includes providing parking permits, setting up accounts, determining rates, troubleshooting IT issues, and coordinating contract work. Managed privately owned and city owned permits for upwards of 70 office and residential tenants in the downtown area.These tasks require extensive day-to-day written, oral and face-to-face communication with tenants, owners, vendors, and management. Month-ended quarterly reports and analysis are also completed to ensure transparency and understanding.

United States

Executive assistant to the president of a commercial real estate and property and asset management company. This role requires coordinating schedules and setting up meetings and events, organizing records, taking meeting minutes at board meetings, auditing tenant account information, maintaining Energy Star certification and staying up-to-date on Boulder’s energy code as well as other administrative and office management tasks. I took on responsibilities that allowed Mr. Eklund more ease in completing priority items in his daily life, while also contributing to the company as a whole.

Boulder, Co

In charge of updating Sleep Easily's social media accounts, managing sales, communicating with customers and business prospects/partners, and making payments/updating the account register.

Boulder, Co

Regular use of a Linux/Windows workstation to provide customer support as well as carry out technical problem solving. Acquired a recognized ability to learn new and complex areas effectively such as basic Linux administration and scripting. Was consistently given and successfully met the demands of additional responsibilities. Took on developing material and regularly trained large groups of international users on end user/manager tool functionality. Provided solutions and access for incoming support tickets in a timely manner to assist our customer and their employees. Acquired excellent organizational skills and the ability to multi-task in an interruption prone environment. Maintained and processed thousands of data/account records and assistance requests using varied tools including Excel, Linux directory structures and scripts, and required legacy enterprise applications.

Table Mesa, Boulder, Co

I work in a fast paced environment to allow for the smooth operation of the shop by restocking, brewing, assisting customers, and helping other employees with their work as well. My job is based in customer service and allowing for patrons to have the best experience possible.

Boulder, Co

Tasked with staffing the museum’s front desk to greet and assist patrons as well as accept payment for admission.Thoroughly enjoyed answering customer questions about the exhibits and having engaging discussions with them and how they felt about the pieces. Assisted all office staff with registration and scheduling. Also helped to coordinate special events at the museum from setting up, tearing down, and checking in guests. Would photograph events as needed.

Broadway And 30Th Locations

I worked with computers and a system for selling season passes, daily entrance fees, etc. Involved the handling of money and working with people.

Python3

Bachelor Of Arts (Ba), Studio Arts And Art History

Emphasis in Digital Media and Modern Art

High School Diploma, Music, Sciences, Art, History