Baltimore, MD – The Maryland State Department of Assessments and Taxation (SDAT) today announced the formation of the Office of Customer Experience, which will continually evaluate how SDAT employees interact with customers and make internal recommendations for management and staff to streamline services, provide support, and ensure overall satisfaction.
“An informed workforce creates satisfied customers,” said SDAT Director Michael Higgs. “By gaining better insight to how we relate to the public, we can give our employees the tools they need to deliver the best customer service possible.”
Jaimonese Clark, who has served as Manager of SDAT’s Customer Service Contact Center for three years, has been promoted to Operations Manager of Customer Experience. Ms. Clark has 15 years of public and private sector experience in creating high performing team cultures that drive focus on transparency, reliability, and exceptional customer engagement.
“By developing and executing strategies that empower our managers to focus on people, performance, and progress, the Office of Customer Experience will ensure a workforce that listens its customers and focuses on their needs,” said Ms. Clark.
Efforts of the department include performing professional analysis of all programs’ public content, processes, and procedures; recommending improvements including the use of new technologies; management training; and performing follow-up reviews to ensure that all suggested improvements are functioning as expected and customers’ needs are being met.
