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Work Background
Lyons ShareCASE STUDY: Revenue Boosted 8% For 3 Consecutive Years with Winning Customer Service Strategy
Sep. 2024In Kansas City, Roosevelt Lyons, the division manager for one of the municipal governmentโs largest operating departments, faced the challenge of transforming a division struggling to meet its $12 million budget and notorious for poor customer service. Competing with the private sector, improving service quality to hundreds of daily customers was crucial. Roosevelt identified a lack of customer service standards. His personal experience highlighted this; he once stood at a facility's front desk for over eight minutes without acknowledgment. Staff professionalism was lacking, with unkempt uniforms and casual interactions. Recognizing the need for change, Roosevelt set a vision at the fall staff retreat: to emulate the exceptional service of Chick-fil-A. He worked with managers and supervisors to create customer service expectations suited to their environment, involving staff in the process. With new technology, uniforms, and training, Roosevelt knew breaking old habits required accountability. He introduced a secret shopper program to anonymously assess staff performance, revealing a low aggregate score of 69% across ten facilities. The findings created urgency among staff. Roosevelt noted, "The secret shopper program, along with 'Happy-or-Not' kiosks, became central to our improvement efforts. By the end of 2019, our Q4 scores reached 89.3%. During my tenure, we experienced average revenue growth of 8% for three consecutive years." Roosevelt fostered continuous improvement through individual coaching conversations and incentives. This combination of accountability, support, and clear vision transformed the divisionโs customer service culture, achieving impressive results. For further information, please contact Roosevelt Lyons at roosevelt@lyonsshare.org.
Lyons ShareOwner
Sep. 2024Kansas City, Missouri, United StatesI started Lyons Share to empower leaders to create healthier workplaces by providing relationship focused coaching and development experiences, because everyone deserves a healthy workplace.
The University of KansasCourse Instructor
Jun. 2023Kansas City Metropolitan AreaKU Public Management Center is the professional development arm of the KU School of Public Affairs and Administration.
Quality Schools CoalitionVice President of Advocacy
Dec. 2022 - Sep. 2024Kansas City, Missouri, United States
KIPP KANSAS CITYChief Operating Officer
Jan. 2022 - Oct. 2022Kansas City, Missouri, United States
Kansas City, MO Parks and RecreationInterim Director
Jul. 2021 - Nov. 2021Kansas City, Missouri, United States
KCMO Parks & RecreationDeputy Director Of Operations
Jan. 2019 - Jul. 2021Kansas City, Missouri Area
City of Kansas City, Mo. - Kansas City Parks and RecreationSuperintendent of Recreation
Jan. 2016 - Jan. 2019Kansas City, Mo.Community Services Division Manager
Manage 12 Community Centers
100+ FTEs
Over $8 million budget
City of Kansas City, MO Parks and RecreationManager of Community Services
Mar. 2014 - Jan. 2019Kansas City, Missouri AreaManages the South Community Service District which includes four community centers (Brush Creek, Southeast, Hillcrest, Marlborough) and two cultural centers Bruce R. Watkins Cultural Center, Lakeside Nature Center). Plans in detail within budget and facility limitations special activity programs for community events, aquatic programs and community centers. ๏ง Studies personnel, equipment, and material needs for various programs; prepares requisitions for personnel, equipment, and material needs. Plans and supervises the work of subordinates responsible for programming and facility management. This subordinate staff is responsible for all operations of the community centers, aquatic facilities, outreach programs, and community partnerships
๏ง Prepares annual budget and monitors both expenses and revenues in all areas of assignment. Analyzes data on a regular basis and makes adjustment to programming accordingly. ๏ง Prepares and presents information, proposed policies, and contracts to the Board of Parks and Recreation Commissioners or City Council as appropriate.
City of Kansas City, Mo - Office of the MayorSenior Advisor - Civic and Community Engagement
Jan. 2012 - Jul. 2021Kansas City, Missouri Area๏ง Develop and implement the office budget in order to produce effective and efficient youth development programs
๏ง Manage the Cityโs internship program
๏ง Develop and implement the Mayorโs Office summer youth recreational programs
๏ง Manage the Mayorโs Office special summer paid internship program
๏ง Develop and implement the Mayorโs youth development program for youth interested in public service careers
๏ง Attend community meetings, boards and commissions, and neighborhood meetings on behalf of the mayorโ office
๏ง Presentations to civic leaders, neighborhood leaders, and city council members on behalf of the mayorโs office
๏ง Plan and manage the Cityโs annual end of summer celebration which had over 5,000 attendees this year
Office of Mayor Sly JamesSpecial Assistant - Community Affairs
May. 2011 - Jan. 2012
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