Steve Craig

About Steve Craig

I am a dynamic and results-oriented professional with extensive experience implementing…

Experience

1. Director of Constituent Services

   City of Somerville

   Aug 2009 — Present · Somerville, MA, US

   As the Director of Constituent Services for the City of Somerville, I have the privilege of leading New England\'s premiere 24/7/365 3-1-1 operations center. Whether it be in-person, telephone, mobile app, email, social media, or at city-sponsored events, we strive to make sure residents and visitors alike are able to make requests, obtain valuable information about their neighborhood or city-wide services, or anything else necessary to ensure a positive customer experience for the community.Our team of professional and courteous staff work to uphold the principles of our A.C.E. initiative (Accurate, Courteous & Easy) through a multi-channel approach to receive and report service requests into our Customer Relationship and Work Order Management system that routes the requests to the appropriate department for resolution while providing customers with real-time updates. This allows Constituent Services and affiliated departments to monitor the progress of individual requests and overall performance. We have in-house operators who speak English, Creole, Portuguese, and Spanish, as well as access to support for more than 180 languages with the help of our 3rd party service partner. Our goal is to make every interaction with the City as Accurate, Courteous, and Easy as possible.In addition to helping the City deliver more accurate and timely services to residents, we rely on the data we generate as part of our strategic planning and service design efforts to identify trends, assess how quickly they are being addressed, and decide how to best adjust strategies and allocate resources within departments and across the organization.One Call to City Hall.

Education

• Merrimack College

  B.S., Management and Marketing

  1997 — 2001

Skills

• Program Management
• Team Building
• Management
• Training
• Leadership
• Negotiation
• Data Analysis
• Customer Service
• Project Management
• Strategic Planning
• Crm
• Team Leadership
• Customer Relationship Management (Crm)
• Public Speaking
• Change Management
• Public Relations
• Strategy
• Microsoft Office
• Analysis
• Policy
• Social Media
• Budgets
• Government