Employee Spotlight: Tiffanie Mason

Published on August 20, 2026

For Tiffanie Mason, customer service is about more than answering a phone call. It is about making sure residents can get the information and assistance they need without feeling like they are being passed from one person to another.

As Customer Service Supervisor for the Department of Transportation, Tiffanie leads and supports the department's customer service team while working with supervisors across the department to help ensure information is accurate, processes run smoothly, and residents receive consistent service.

Following the City's organizational realignment, the Department of Transportation brought together Streets, Stormwater, and Traffic Engineering. Tiffanie saw an opportunity to expand the customer service team's knowledge across those areas.

She helped develop a cross-training approach that allows customer service staff to assist with questions across the department rather than simply transferring residents to another area.

"We are a one-stop shop," Tiffanie said. "We are all working together so when the phone rings, we are able to take care of them without making them feel like they are getting the runaround."

On a typical day, Tiffanie and the customer service team may receive around 30 calls or requests from residents. During rainy or stormy weather, that number can increase to 60 or 70 as residents report flooding, drainage concerns and other issues.

Customer service is often the first interaction a resident has with the Department of Transportation, but there is a lot of work happening behind the scenes to support that service.

In addition to assisting residents, Tiffanie works with other supervisors to ensure daily paperwork is accurate and information is entered correctly into the department's data tracking systems. She also monitors reports and performance metrics to help the department meet its goals.

Before becoming Customer Service Supervisor, Tiffanie spent much of her time with the City as a Fiscal Support Specialist. In that role, she developed extensive knowledge of the department’s financial transactions and operations. Today, she brings that same attention to detail to the many behind-the-scenes responsibilities that support the department’s customer service operations.

One of the accomplishments Tiffanie is most proud of is helping establish the department's cross-training approach.

The idea came from seeing an opportunity to improve the way customer service staff handled calls. Rather than transferring a resident when a question falls outside one employee's area, staff can draw on their broader knowledge of the department to help find an answer.

Tiffanie brought the idea to the department's director, who encouraged her to move forward with it.

For Tiffanie, the change represents the City's One City approach in practice: finding better ways to serve residents and make the most of the expertise within the department.

Tiffanie's commitment to customer service extends beyond her work with the City.

Before moving to Wilmington, she was a volunteer firefighter and EMT with Oakboro Fire and Rescue. The experience gave her an even stronger appreciation for helping others and serving her community.

"I've always been service-oriented and loved to give back to the community," she said.

That same mindset continues to guide her work today, whether she is helping a resident, supporting a coworker or looking for a way to improve a process.

Tiffanie enjoys taking on challenges and looking beyond the immediate problem to find solutions that can benefit both employees and residents.

Tiffanie also encourages residents to use the City's new How Can We Help page to report non-emergency issues or request City services.

The page provides one convenient place to report concerns such as potholes, street or sidewalk issues, flooding and drainage problems, damaged signs, traffic signal issues and other neighborhood concerns.

Requests submitted through the page are received by the customer service team and routed to the appropriate supervisors.

Above all, Tiffanie wants residents to feel heard, respected and valued when they interact with the City.

"We may not always know the answer to a resident's question right away, but our commitment is to take ownership, find the right answer, and get back to them as quickly as possible," she said.

For anyone considering a career with the City, Tiffanie recommends approaching the work with a service mindset.

"Realize that the taxpayer is paying your salary. You're here to take care of them and their needs," she said.

She also encourages employees to be flexible and willing to take on new responsibilities when needed.

"One City, we are going to work together and pull together to make it work."

As the Department of Transportation continues to establish new processes following the organizational realignment, Tiffanie is proud of what the department's customer service staff have accomplished.

"We've worked hard," she said, giving a shoutout to everyone who has helped bring the department together.

For Tiffanie, the work is ultimately about service. She wants to help residents get answers, address their concerns, and make their interactions with the City as positive as possible.

Thank you to Tiffanie for six years of service and for helping build a more responsive customer service experience for Wilmington residents.