City Manager James Baker has named Phyllis Edwards as the new Manager of the Chesapeake Customer Contact Center, effective February 1, 2017. Edwards replaces the current Manager, Patricia Morrow, who is retiring.
Opened in 2005, the Customer Contact Center, provides a single point of access for residents, businesses, and visitors to request services and obtain information about the City. The Center maintains both a telephone contact function (382-CITY) and an online service request component. On average, more than 175,000 customer contacts are handled annually.
“The Customer Contact Center has become a key element in Chesapeake’s effort to provide high quality service to our citizens,” said Dr. Wanda Barnard-Bailey, Deputy City Manager. “I am confident that with Ms. Edwards’ skills and her genuine desire to help our residents navigate the sometimes challenging world of City government, the Contact Center is poised for continued excellence.”
Edwards currently serves as an Administrative Assistant in the Chesapeake City Manager’s Office, where she maintains City Manager and City Council customer service requests, among other duties. She serves as Chair of the City’s Customer Service Marketing Team, and as a member of the Customer Service Initiative Team. Edwards has been with the City for more than 15 years, and formerly worked for both the City of Norfolk and Norfolk Botanical Gardens.