I have over 30 years of direct customer service experience, before becoming a University of Arizona employee I spent almost 20 years helping manage a family business (Texaco gas stations with C-Stores). That work has continued for the past 13 plus years I have worked for Parking and Transportation Services, the last 10 (until the pandemic eliminated my position) as a Cashiering Service Manager.
Committed, reliable and hardworking with vast experience processing transactions, maintaining and repairing equipment and assisting customers. Dedicated to resolving issues and answering customer questions.
Professional and friendly with a history of keeping work and customer areas clean, neat and professionally arranged.
Great leadership skills.
I am determined to lead by example and promote high levels of customer service and engagement with the campus community and general public.
My current position requires me to be familiar with the operation, daily checks and repair of all garage equipment when needed. I also inspect and audit all credit card stations for any sign of tampering and report and record all findings.
I print a daily sales report, gather all paperwork and deposits, reconcile and enter the data on a daily log.
I continually inspect garages during my shift and create work orders and/or service request to the appropriate department to promptly take care of any issues that may arise.
I talk to customers and answer any questions they may have and offer advise and directions, I strive to always do my very best to ensure their visit to the University of Arizona is a pleasant one and the information I provide is up to date, easy to understand and they are well informed and educated about the way our many areas of our department and the university in general work.
One of my main goals every day is to provide the best customer service possible to all students, staff and visitors to the University of Arizona.
I worked closely with and supervised most full time staff and all student CRS staff members.
I scheduled all students in accordance with their class schedule and in a manner that was beneficial to them, but also to our department. I continuously monitored their hours to make sure they adhered to their 25 hours per week allowed as well as monitored full staff members hours so no unapproved overtime was recorded.
I also approved all their time off requests, ensuring sufficient staff was available to work before any approvals were given.
I communicated with our staff on a daily basis, privately and during our weekly meetings to understand their needs, answer their questions or concerns and to make sure they always had the tools and materials necessary to perform their job duties.
I was in charge of conducting interviews with other staff members when hiring new CRS employees, as well of the preparation and completion of the hiring process once a member was identified as a good fit for our area, providing HR with all documents needed. I was also often asked to participate and be a member of other hiring committees.
I helped lead our weekly staff meetings to provide important information, answer staff members questions, clarify situations if needed and make sure all proper procedures were being followed.
I was the manager responsible for the data entering and updating of our CRS area Shiftboard staff members, assuring profiles were up to date, schedules were created and uploaded, days off were properly entered and also making sure all staff members were familiar with and able to use Shiftboard for all scheduling needs.
When necessary, I met with staff members to discuss and successfully resolve any conflicts that arose.
I performed daily opening and closing distribution and return of materials, banks and also front line desks assignment to all students.
I reviewed daily all end of day closeout reports from staff, closely inspecting it and making sure no mistakes were made. If mistakes were made, I made sure they were resolved the same day to avoid further issues the following business day. In addition, I created a spread sheet to record all individual errors by staff members and offered advise if an error trend was identified.
During our busy summer sales period I worked in conjunction with web sales and front line staff members to make sure all permit cancellations sent to us via e-mail were properly recorded and cancelled, keeping a file with all requests in case of any future disputes, also making sure all our auto perm reports were properly noted as soon as a request was received.
I received, inspected, audited and organized all permits inventory, including all inventory issued to staff members.
I allocated and distributed sets of all permits available to all staff members at the beginning of every permit year and throughout the year as needed.
COMPLIANCE AND GARAGE SAFE AUDITS:
I scheduled and performed monthly garage safe audits, recording and reporting all findings, including discrepancies. If a discrepancy was found, I provided a report to the Garages Program Coordinator for further investigation. I scheduled all garage safe audits working closely with the Garage Program Coordinator taking into consideration our own reconciling of special events and also staff availability to assist our CRS area during the time it took to go out and perform audits.
I performed surprise staff permit audits and recorded all individual findings, all permits audits during my time there were 100% in compliance and no permits were found to me missing or unaccounted for. Due to our strict inventory control process, all surprise permit audits performed by our Financial and Policy Compliance Officer were also 100% accurate.
I held a promissory note of $20,000.00 used for special events and CRS full time and student banks. I performed monthly staff bank audits and special event monies.
I also audited all credit card machines used by front line staff and dispatch on a quarterly schedule (per Bursar's Office) assuring all equipment was in working order and no signs of damage or suspicious activity was detected, including tampering of the unit. I also took the same steps with all POS machines used for special events. Once audits were completed, a spreadsheet with all inspection points and results was taken to our business office and I also kept a copy for our records.
I was also in charge of all CRS new hires and all staff members being in compliance with all training required by The University of Arizona, our HR department and Bursar's Office, keeping copies of all staff certificates of completion and also providing our HR office with copies for their records.
Due to my organizational skills, attention to detail and record keeping, all audits performed by The University of Arizona Internal Audit Senior Auditor, as well as our Campus Banking Services Coordinator Financial Services Office-Bursar's were 100% accurate the entire time I was in charge of it. I always maintained a very good relationship with all parties involved, contacting them when questions arose or advise was needed, and I communicated often to assure we maintained our positive compliance rating and were up to date on all related matters.
I was involved in all aspects of special events, from receiving the original event request, making sure all information was accurate, including dates, number of fee collector banks and locations, request was assigned promptly for completion and making sure all events were prepared rapidly and free of errors. I also made sure staff was available for the issuing and if required, collection of events, including weekend events.
This past year we transitioned from using cellular credit card machines to Point Of Sale (POS) machines, a transition that was long in the works and much needed and welcomed. The transition to POS machines brought a very different set of challenges, I met them head on and continued to improve our reconciliation process of events and in turn reduced the amount of errors found during my reviewing of completed events.
Once an event was counted, all data entry completed and an event deposit was made, I thoroughly reviewed all event paperwork, looking for any possible errors, especially if a shortage or overage was reported. If an error was found, I corrected, noted and made a new copy of event revenue log (always keeping the original). If an shortage/overage was found but couldn't be explained, I worked closely with our Special Event Coordinator to find a resolution and then send the event paperwork to our Financial and Policy Compliance Officer for final reporting.
I performed cashier duties rotating shifts at all 7 PTS garages, taking payments and reconciling end of day sales.
I provided excellent and well informed customer service.
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