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Customer Service Team Is Standing By To Help Wellington Residents In Need By Callie Sharkey

In 2018, Wellington’s Customer Service Department handled 43,000 phone calls and assisted 33,000 visitors. The team of 13 people is dedicated to serving the community and takes the relationship between local government and its residents very seriously. “Instead of each department, we have one centralized location where we can provide the best customer service to the residents of Wellington,” Customer Service Manager Mindi Lockhart said. “Everyone is trained so that residents are getting consistent information and not being bounced around. Resolution is our goal.” The department covers more than

the front line of service windows, it also handles the village’s call center and the main front desk at the Wellington Municipal Complex. Operators are available Monday through Friday, from 8 a.m. to 5 p.m., and there’s a plan in place for emergency calls outside of normal business hours. Lockhart’s teammate Elizabeth Arocho is also a customer service manager.

She finds working during the worst of times — specifically during a major storm — a vital responsibility for the department. “During storms, we have folks here on lockdown. That means they are here before the storm starts, during the storm and after the storm. We don’t leave. We make sure the public has the ability for direct contact with a live person,”

Wellington Customer Service Department employees (L-R) Richard Wagner, Jashly Botex, Tony Musarra, James Knight, Wayne Turpin, Mindi Lockhart, Elizabeth Arocho, Susan Turturici, Nancy Glasgow, Priscilla Ocasio, Barbara Myers and Christina Fugarese.

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august 2019 | wellington the magazine

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