Nancy Alfaro - Director
Nancy Alfaro was born in San Francisco and lived in El Salvador for 9 years. She returned to California in 1981.
She was appointed by Mayor Gavin Newsom and City Administrator Edwin Lee as the Director of the City's 311 Customer Service Center on January 14, 2008. She has over 20 years of experience working for both the public and private sectors. In August 2006, she joined the 311 Customer Service Center's Team as its Deputy Director where she oversaw the Training, Budget, Marketing, Content, Website, and Quality Assurance functions and was involved in business process improvement analysis and recommendations for the newly created department, which launched on March 29, 2007.
Her introduction to city and county of San Francisco government began when she was hired as a management assistant in 1992. She has worked her way up the ranks since then. She was promoted as Assistant County Clerk-Recorder from 1994-1997 and was appointed to County Clerk/Director in July 1997, a position she held for nearly 9 years. During her time in city government, she has been asked by various Mayors to participate in several projects/task forces: a MUNI complaint backlog mediation project, Customer Service and Efficiency Task Force, and the Small Business Advisory Task Force. She also served as a member of the California County Clerk and Election Official's Legislative committee where she was a key participant in drafting the proposed language for changes in the Family law and Business and Profession codes. Under her leadership, although rejected by the courts, the San Francisco County Clerk issued same sex marriage licenses in California. There are also two successful programs/tools she created: 1) a volunteer Deputy Marriage Commissioner program, which is still running 13 years strong with over 23 volunteers of diverse culture and language capabilities, and 2) an online marriage license and ceremony reservation system, which eliminated the need for customers to make a second visit to the office and allowed management to most efficiently plan staffing needs. The tool is used by over 75% of its customers.
She has been nominated three times for the MFAC Managerial Excellence Award and was chosen as one of the "winners" for 2008. She was also selected as the recipient of 2009's "Outstanding Public Service Award" by San Francisco State University's (SFSU), School of Public Administration and was featured in the June 2009 issue of SFSU Public Administration Review (pdf).
Prior to public service, she served in the private sector working as an Operations Manager for an engineering firm. She also worked for four years as a Media Buyer and Marketing Manager for an advertising and marketing firm.
She has also been very active through her community, hosting the evenings for the engaged sessions for couples preparing for marriage through the church and serving for two years as the president of the school board for her children's school.
She holds a bachelor's degree from San Francisco State University in Business Administration.
She lives with her husband and two sons.
Kevin Dyer - Call Center Manager
Kevin Dyer was appointed to the position of Call Center Manager at the City's new 311 Customer Service Center on September 11, 2006. Kevin brings with him over 23 years of experience in the private sector, much of which is focused on customer service, including the last 7 years managing inbound call centers. In his role as Call Center Manager Kevin directly manages the center's customer service representatives and their supervisors, and oversees the training program.
Just prior to joining the City and County of San Francisco, Kevin was a Business Unit Manager for ACS Inc. where he supported three call center outsourcing programs in their near shore location in Juarez, Mexico. He was responsible for all facets of the operations including forecasting, staffing, scheduling, budgets, metrics reporting, and payroll. Kevin supported over 250 employees that provided customer sales, service and repair functions for a Fortune 500 company and two healthcare programs responsible for handling claims and providing benefits to service providers.
Kevin had his mind set on becoming a structural engineer while attending California State University at Chico but was side-lined by an offer to permanently join AT&T after a summer internship program. He started his 21 year career with AT&T as a communications technician responsible for maintaining private networks for large corporations. After promotions and serving in several management capacities he spent his last 5 years serving as a call center manager in Sacramento, California
When not working, Kevin enjoys the outdoors and volunteering for programs for children. He was a little league coach for five years and a backstage attendant for a local ballet company. Kevin is a native of Northern California. He lives with his wife and three children.