Navigating and Adjusting Customer Services Together with the Consumer

Description

This workshop will provide you some tips on how the consumer and the customer service staff can make some adjustments in behaviors to get through the challenges during and after Covid-19. Let’s explore and discuss how agency consumers have changed and what you think consumers are expecting. Are agencies communicating the change to consumers? How should CAA staff respond? Can we provide excellent customer services during these challenges and unprecedented times?

A recording of the workshop will be available to all registrants following the workshop. To obtain the password and view the recording, email Jeannette Jarrett.

Speaker Bios

Marilyn Montes is the Chief Operating Officer (COO) for Mahoning Youngstown Community Action Partnership (MYCAP) based in Youngstown. She has worked for MYCAP over 30 years, and other urban and rural Community Action Agencies and the Youngstown housing authority over the last 13 years. Montes has a BA in Business Management, and is a certified Human Resource Professional with experience managing and maintaining compliances in all human resource disciplines, and over 15 years in business management and leadership roles. Montes attained a certification as a Non-Profit Accounting Professional (CNAP), she is an Internal Consultant (IC) for the Ohio Association for Community Action Agencies, and established Montes HR Generalist Consulting Services in 2014. Montes provides direct consulting services to the organization’s Board of Directors to hire their top management positions such as the CEO/ED CFO, HR and/or COO. Montes grew up in Youngstown after coming to Ohio from Puerto Rico at the age of three. She has two adult children and is now enjoying her three grandchildren.