Seven City contact centre employees receive industry recognition

Manitoba Excellence in Customer Contact Achievement Awards were handed out Nov. 9, 2019.

November 18, 2019

(from left) Antonio Fernandes, Tia Sparling, and Mario Gigliotti from the 311 Contact Centre receive their awards.

(from left) Antonio Fernandes, Tia Sparling, and Mario Gigliotti from the 311 Contact Centre receive their awards.

They are who you interact with when you contact 311, have a concern about your utility bill, or want to book a Winnipeg Transit Plus trip. While the issues City of Winnipeg contact centre employees help with range significantly, they all work to ensure a friendly, helpful, and knowledgeable experience for residents.

That dedication to their work has led to seven City of Winnipeg contact centre employees being recognized by the Manitoba Customer Contact Association (MCCA).

Monica Noakes (left) and Lawrence Castro (centre) from the Water and Waste Department’s Utility Billing Centre receive their awards.
Monica Noakes (left) and Lawrence Castro (centre) from the Water and Waste Department’s Utility Billing Centre receive their awards.

The Association’s Manitoba Excellence in Customer Contact Achievement Awards were handed out on Nov. 9, 2019 to the following City employees:

Leader of the Year Awards:

  • Antonio Fernandes, 311 Contact Centre
  • Monica Noakes, Water and Waste Department’s Utility Billing Centre
  • Harman Khaira, Winnipeg Transit Plus

Representative of the Year Awards:

  • Mario Gigliotti, 311 Contact Centre
  • Tia Sparling, 311 Contact Centre
  • Lawrence Castro, Water and Waste Department’s Utility Billing Centre
  • Joanna Do, Winnipeg Transit Plus

“Residents turn to our contact centres when they want to learn more about the services that impact them,” said Felicia Wiltshire, Director of Customer Service and Communications.

In 2019, 311 Contact Centre employees answered 666,565 calls, 93,107 emails, and had 12,969 social media interactions. The Utility Billing Centre fields customer inquiries about their water, sewer, and waste diversion bill. Winnipeg Transit Plus customer service representatives assist in booking Winnipeg Transit Plus trips for residents.

This was the 20th anniversary of the awards. MCCA is an industry association comprised of companies and organizations associated with the customer contact service sector.


Celebrating City Employees