CARLA BROWN has been employed by the
City of Akron continuously since November 1997. She began working in the Combined Safety
Communications Center (911) as a Safety Communications Trainee and promoted to Safety
Communications Technician I in August 1998. In 2004 she applied for the newly created
Customer Service Request Agent position and was appointed in June of that year. Carla has
been part of the 311 Call Center since it opened.As a Customer Service Request Agent, CARLA
deals with the public over the phone on a daily basis. She provides general information
and answers questions regarding various city services, activities and special events. She
also enters requests for non-emergency City services into the automated Customer Service
Request (CSR) system, providing internal support for almost all departments in the Public
Service and Public Works Divisions as well as the Health Department.
On February 14, 2007, although heavy snow closed City offices, the Call Center was open
and received over 4,000 calls. CARLA was brought to work in a four-wheel drive.
When her ride home was available, she refused, choosing to remain to answer calls. Before
leaving, she had processed 600 calls.
CARLA has 4 children; Crystal (25), Dominic (13), Devon (11) and David (9); and
2 grandchildren, Cassidy and Christian. Her hobby is cooking and for relaxation she enjoys
music and dancing.
CARLA is always pleasant and cheerful and remains steadfast regardless of the
call load or demeanor of the caller.
