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v City of Sunny Isles Beach RFP 18-04-02 Disaster Debris Management and Disposal Services 41111 questions, concerns or complaints related to clean-up: 1-877-STORMI2. The number is prominently displayed on all Ceres equipment working the clean-up area. Ceres monitors call and e-mail volume, and establishes additional toll free numbers and enlists additional staff whenever greater capacity is required to ensure maximum community responsiveness. Call center staff keep a log of incoming calls and e-mails, recording the address of the reported incident, resident's name, reported complaint, date and time of reported incident, and the truck number (if applicable). This group compiles incoming resident communications and organizes them into date/time of receipt and response priorities. Ceres sorts through messages to identify time-sensitive incidents such as broken water lines that need immediate attention. Each incident is investigated, and ultimately we locate the responsible crew if fault is found. Reports from this database will be accessible daily or weekly and can be disbursed to Sunny Isles Beach officials accordingly. Client Satisfaction-Oriented Ceres is in business to serve governmental agencies. We recognize that providing customer satisfaction is critical to our success. Our satisfied customers and the commendation letters and evaluations quoted below speak for themselves. [Ceres]showed extreme reliability and dedication in the midst of chaos... Ceres Environmental has my highest recommendation. James A. (Jimmie) Stephens, County Commissioner, Jefferson County, Alabama I would like to officially express my gratitude and admiration for your leadership and expediency of action in providing the Corps of Engineers with logistical and operational support. I feel confident that with leaders like you the Corps of Engineers and the State of Louisiana will have little difficulty in continuing to succeed in the recovery mission. Wesley Todd, Mission Manager, U.S. Army Corps of Engineers The City of Palm Beach Gardens recommends Ceres Environmental as a responsive Contractor .® David Reyes, Operations Director, City of Palm Beach Gardens ...1 would like to thank Ceres and all of its personnel for the services that you provided during this most trying of times. I thought that you and your staff handled yourselves in a most professional manner and it was a pleasure working with you. Don Brandon, P.E, County Engineer, Chambers County, Texas Perhaps the finest contractor we've worked with. • This quote was taken from the official Navy project performance evaluation of Ceres. Department of the Navy, Naval Facilities Engineering Command, El Centro CA. While many out of state contractors used this opportunity to take advantage of the situation, your organization rose above the rest with superior customer service... James A. Randolph, Asst. to the Town Manager, Town of Windsor, VA This letter is to strongly recommend Ceres Environmental Services, Inc., as a government contractor. William T. Hopkins, Director of Planning, Engineering and Public Works, Town of Smithfield, VA Ceres has given us exemplary service. They have been responsive to the needs that are unique to our County, they have advised us of FEMA regulations, they have made suggestions to save the County money and most importantly they conducted their business in a professional manner....!have been most impressed by their thoroughness and flexibility. Donald M. Long, Director of Public Works, County of Isle of Wight, VA 1 would like to thank Ceres for the excellent job .... Ceres did an excellent job in the coordination and the removal of tree damage that occurred.... I would highly recommend them for any future cleanup because of the proficiency and timely manner in which they operated. Tim Stevens, Superintendent of State Highways, Kentucky State Highway Department ill �� ii Tab 5 Qualifications and Requirements Section 1 Capabilities and Experience ENVIRONMENTAL Page 5.1-7