1. San José City Hall 200 East Santa Clara Street San José, CA 95113 Customer Service (408) 535-3500 http://www.sanjoseca.gov
April 25, 2016
Re: David Gandy
Dear Hiring Manager,
As the Customer Contact Center Manager for the City of San Jose, I highly recommend
David Gandy for any customer service position. David worked as a Senior Office
Specialist in the call center for almost 8 months. This was a time of transition for the
Customer Contact Center, moving to a new billing system. He showed great
professionalism as an extremely experienced customer service representative. During
the time he worked for me, I not only observed his excellent job performance, but I
received positive feedback from fellow colleagues and customers.
The Customer Contact Center for the City of San Jose handles a variety of calls. As the
“face” of the City, calls range from utility billing and service to departmental requests for
service. Customer demands can be difficult, but David’s experience and patience helped
to diffuse the most adversarial of situations. He rarely escalated any calls to
management. The billing inquiries required not only learning complex municipal
codes, but also explaining how code applies regarding delinquent accounts and property
liens. David’s integrity towards his work is unquestionable, evident from his capacity to
empathize with customers and his aptitude to convey the proper account information.
David was well liked and got along well with fellow staff and management. His ability to
learn quickly not only helped the Customer Contact Center through a tough billing
system transition, but it surpassed expectations.
His professional excellence coupled with his good interpersonal skills makes the perfect
blend for any position focused on providing the best service. Please feel free to call me
anytime.
Sincerely,
Desiree Jafferies
Customer Contact Center Manager
City of San Jose
(408) 535-3559