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Leadership > Call Center General Management
Dawn Jester is general manager of the One Call Concepts Kansas center. Dawn’s extensive knowledge of one call operations has helped One Call Concepts win respect and trust in Kansas and with the national damage prevention community.
Dawn began her career in damage prevention in 1984 at the Diggers Hotline one call center in Milwaukee, Wisconsin. When One Call Concepts won the management contract for Kansas One Call in 1987, she transferred to Wichita, Kansas.
In addition to managing One Call Concepts’ Kansas contract, Dawn oversees One Call Concepts’ after-hours operation. Since 2004, the Wichita office has processed the after-hours calls for 13 states.
Tyler was hired as an operator in 2002 when OCC won the Missouri contract. He was promoted to System Administrator in 2004, and to Office Manager in 2006.
Tyler spawns both clever and creative ideas in an attempt to make the processes managed faster, less costly, and more reliable. Numerous efficiencies have been realized from the brainstorming efforts that Tyler has incited, and that’s what sets him apart from others. He has an uncanny eye for detail and process efficiency, yet he never loses sight of the big picture. His ideas for streamlining operations are countless and he has a way of sparking ingenuity in others that typically leads to quantifiable business value.
Tylers work ethic, integrity, and willingness to contribute make him a true asset to this organization and our customers.
Iowa, North Dakota, Overflow Call Center
Connie Schmidt started in the One Call industry in December 1984, as a Supervisor for Academy Computing, the vendor of the Tennessee One Call center. In November 1985, OCC was awarded the contract for the Tennessee call center, and Connie accepted the Office Manager’s Position and later became the General Manager for the call center. In December 1989, Connie relocated to Wisconsin and became the General Manager of the Diggers Hotline call center and assisted with the implementation of our cutting edge software PRISM.
After careful planning and preparation the Wisconsin support office went active in February 2005 under Connie’s guidance. The support staff consists of at-work agents and telecommuters who assist in processing customer calls, internet locate requests and voicing out emergency tickets for various OCC operated call centers throughout the United States. In addition to her new General Manager responsibilities for the support center, Connie is involved in our front line support for all our call centers. She has played a key role in the design and migration to Gprism, Itic, and Imap, OCC’s newest software.
In November 2010, Connie served as project lead for our Davenport, Iowa call center. Connie and her team achieved an on time cutover February 1, 2011, adding another successful transition to the OCC portfolio. Connie has now transitioned to assisting the local management staff and membership base with the day-to-day operations of our newest center.
Connie earned her undergraduate degree in June 2008, graduating with honors from the University of Phoenix with a major in Business Management. She earned her MBA in Business Management/Human Resources in December of 2012.
Connie earned her Senior Professional Human Resources (SPHR) certification in 2014, as well as, her SHRM Senior Certified Professional (SHRM-SCP) certification in June, 2015.
Daisia began her career with OCC in 2010 as an operator when OCC took over operations of the New Jersey One Call center. Within a year, she was promoted to Office Manager.
During her time as Office Manager, she helped manage the operations of OCC’s New Jersey One Call center and New York 811 center which services New York City and Long Island. In 2013 Daisia was promoted to General Manager of New Jersey One Call.
Oregon, Washington, Montana, Hawaii
Greg Snyder started out with OCC as an operator in 2004 in the Utility Notification Center. This center, which is based in Portland, Oregon, serves the states of Oregon, Washington, Montana, and Hawaii.
Greg was promoted to Supervisor in 2006 then spent five years in the Database Department. In 2013 he became the Office Manager for the center and moved to the General Manager’s position in 2014.
Doris Charlene Ellison
Charlene is the General Manager of the One Call Concepts Louisiana center in Baton Rouge.
Starting her career with OCC in May of 2003 as an Administrative Assistant, her passion for customer service quickly led to a promotion to Supervisor, then Management. Learning from her Pastor and several mentors, she realized that to be a good leader you must first be a good follower. She is striving to be a great example as a leader inside and outside the workplace, and to teach others the benefits of excellent work performance.