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Citizens as Customers

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Citizens as Customers

Class Description

Californians increasingly expect the same level of customer service from their government as they receive in their dealings with in other parts of their lives.  Even though we know that we serve the public, we know we can do better in delivering customer service.  In this panel, we hear from three executives whose organizations have made customer service a central part of their culture.

Instructor(s)

Janet Sohal

Janet Sohal has been in nursing for over 30 years. Her clinical experiences range from ICU to step down units.  Ms. Sohal joined the nationally acclaimed patient centered care program – Planetree in 1989 and in 1994, moved into a staff developer role at Santa Clara Medical Center in San Jose, California. She joined Kaiser Sacramento as a Clinical Educator and became  the Director of Performance Improvement in 2009.  Ms. Sohal became the Care Experience Leader and just recently took on the role as the Director of Leadership Development and Learning. Ms. Sohal has a BSN from the University of Phoenix and a MSN from Dominquez Hills State University in Southern California.

Tracy Carlson

Tracy Carlson is the Director of Customer Operations at the Sacramento Municipal Utility District, where she brings nearly 20 years’ experience in contact center management and customer care. She oversees a budget of $50 million and greater than 250 employees. Ms. Carlson has been recognized several times for her ability to lead a large workforce through substantial changes.

Carol Williams

Carol D. Williams is the Franchise Tax Board’s chief of the Accounts Receivable Management Division.  Ms. Williams started her career with FTB in 1992, as a tax auditor. Since that time she has held a variety of positions in the Audit, Filing, and Accounts Receivable Management Divisions. Ms. Williams has led and managed large projects including the Court-Ordered Debt Statewide Expansion project and the department's very successful Tax Amnesty project.  Ms. Williams earned her Bachelor of Science degree in business administration with a concentration in accounting from San Francisco State University.
Updated 5/20/2015
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