ANGELA Y. FIGUEROA
North Bergen,NJ
Summary
Dedicated and compassionate Supervisor Professional with over 10 years of progressive experience overseeing toll plaza operations within the New Jersey Turnpike Authority. Skilled in employee supervision, operational coordination, auditing, and customer relations. Recognized for maintaining high standards of accuracy, efficiency, and safety in all plaza operations. Demonstrates strong communication, leadership, and organizational skills with a proven record of promoting team productivity and service excellence.
Overview
12
12
years of professional experience
Work History
Toll Plaza Supervisor
New Jersey Turnpike Authority
08.2017 - Current
- Manage all daily operational aspects of toll plaza operations, ensuring efficient service and strict compliance with NJTA regulations and procedures.
- Supervise, train, and evaluate toll collectors and support staff, maintaining optimal coverage across all shifts to support 24/7 operations.
- Monitor traffic flow, handle collector call-outs, and coordinate plaza activity with maintenance and law enforcement departments.
- Conduct daily audits on toll system transactions using E-ZPass technology to verify accuracy and adherence to money-handling procedures.
- Prepare and maintain detailed records, logs, and reports on plaza operations, incidents, and personnel activities.
- Investigate and resolve customer complaints, transaction disputes, and employee performance issues with discretion and professionalism.
- Support the E-ZPass Customer Service Center by providing operational data and ensuring compliance with toll collection policies.
- Ensure the safety and security of plaza personnel, customers, and contractors by enforcing safety standards and responding to emergencies promptly.
- Demonstrate excellent computer literacy with Microsoft Office Suite (Word, Excel, Outlook) for administrative and reporting tasks.
Toll Collector
Garden State Parkway
11.2013 - 01.2017
- Managed payment processing efficiently, collecting tolls, issuing receipts, and ensuring accurate cash reconciliation at the end of each shift.
- Provided customer assistance to thousands of daily commuters, offering directions, regulatory information, and road condition updates.
- Maintained a high level of accuracy when handling transactions, ensuring compliance with NJTA procedures and audit requirements.
- Monitored and documented payment activities, including tracking late or missed payments and initiating follow-ups with relevant parties.
- Negotiated repayment and financial plans with customers or companies in coordination with the collections department.
- Addressed customer concerns and handled disputes with professionalism to maintain NJTA’s reputation for quality service.
- Collaborated with supervisors and auditors to ensure seamless plaza operations and proper handling of all financial transactions.
Education
Bachelor’s Degree -
Fairleigh Dickinson University
Hackensack, NJ01.2013
Skills
- Microsoft Word
- Excel
- Outlook
- Windows OS
- Data Entry
- E-ZPass Systems
- Audit Reporting
- Conflict Resolution
Languages
Spanish
Full Professional
English
Professional Working
Timeline
Toll Plaza Supervisor
New Jersey Turnpike Authority
08.2017 - Current
Toll Collector
Garden State Parkway
11.2013 - 01.2017
Bachelor’s Degree -
Fairleigh Dickinson University