CARI KALETTA
CAPE CORAL,USA
Summary
Dedicated and results-oriented professional with several years of experience in leadership, team supervision, cash handling, and customer service operations. Recognized for exceptional communication skills, and the ability to build strong relationships with customers and staff, to effectively resolve issues. Experienced Customer Service Supervisor skilled in managing high-performing teams, maintaining service excellence, and addressing complex customer concerns. Known for strong problem-solving abilities, effective leadership, and implementing efficient customer service processes that enhance overall performance and satisfaction.
Overview
22
22
years of professional experience
Work History
Site Director
CITY OF CAPE CORAL
CAPE CORAL, USA
01.2018 - Current
- Lead, supervise, train, and evaluate a team of 7 direct reports, providing guidance and support to an additional 18 permitting staff as needed.
- Participate in all aspects of personnel management, including hiring, promotions, disciplinary actions, terminations, training, and development.
- Resolve or escalate employee relations issues and grievances in a fair and timely manner.
- Plan, prioritize, and organize workloads to ensure accuracy, efficiency, and compliance with City policies and procedures.
- Administer timekeeping, attendance, and scheduled leave for assigned staff.
- Prepare and process refunds, fund transfers, credit card chargebacks, and NSF checks using EnerGov.
- Train staff across multiple departments on the City’s refund process, utilizing the refund guidelines that I developed and maintain.
- Process credit card and escrow account payments in Tyler Munis; monitor and reconcile tills in Tyler Cashiering.
- Respond to customer and departmental fee inquiries, ensuring timely and accurate follow-up communication.
- Prepare and distribute a variety of financial and operational reports, including: Daily counter statistics, Weekly, bi-weekly, and quarterly fee audit reports, Monthly residential and commercial building census reports.
- Conduct annual reviews and updates of the DSD Policies Memo and Annual Comprehensive Financial Report (ACFR).
- Collaborate with City staff and external auditors, providing documentation and data as requested.
- Provide permitting information to the City Attorney’s Office, City Clerk, and other agencies as needed.
- Facilitate collaboration and information sharing across departments.
- Ensure adequate office supplies and operational resources are maintained.
- Perform other related duties to support departmental goals and objectives.
Customer Service Representative
CITY OF CAPE CORAL
CAPE CORAL, USA
03.2017 - 12.2017
- Trained employees on online permitting procedures, ensuring compliance and efficiency.
- Provided front-line customer service by greeting visitors, assisting with registration, and processing permit applications both online and in person.
- Managed multiple communication channels, including in-person, phone, and fax, to process permit requests and documentation.
- Processed financial transactions, including credit card payments at the counter and escrow payments via the online portal.
- Scheduled inspections and coordinated with building inspectors to ensure timely project progress.
- Conducted research on permit history and collaborated with other departments to resolve permit-related issues.
- Prepared, logged, and maintained permit files; processed and recorded voided permits as required.
- Partnered with the Building Official to develop and refine policies and procedures for the web-based permitting system.
Site Director
CITY OF CAPE CORAL
CAPE CORAL, USA
06.2015 - 03.2017
- Managed and operated Before School, After School, Days Out, and Summer Camp programs, ensuring safe, engaging, and enriching experiences for all participants.
- Oversaw personnel functions including hiring, promotion, training and development, performance management, disciplinary actions, and terminations for Camp Counselors.
- Created and maintained counselor schedules; developed and implemented age-appropriate activities such as arts and crafts, guest speaker events, special activities, and field trips.
- Handled financial operations, including preparing participant billing invoices, processing payments (cash, check, money order, credit card) through RecTrak, preparing deposits, and coordinating Wells Fargo deposit pickups.
- Maintained banking supplies and ensured accurate financial recordkeeping.
- Facilitated effective communication among staff, parents, and teachers, and collaborated with Risk Management on incident reports and safety matters.
- Prepared and distributed weekly and monthly reports; performed daily administrative tasks such as copying, faxing, filing, and managing phone communications.
Substitute Teacher
CAPE CHARTER SCHOOLS
CAPE CORAL, USA
04.2015 - 03.2017
- Served as a long-term substitute teacher, developing and implementing lesson plans aligned with district curriculum standards.
- Maintained a positive and structured classroom environment conducive to learning and student engagement.
- Provided individualized academic support to meet diverse student needs and learning styles.
- Collaborated effectively with teachers, administrators, and parents to support student progress and school initiatives.
- Assessed student performance, recorded grades, and ensured accurate and timely data entry within the school’s system.
Substitute Teacher
LEE COUNTY SCHOOL DISTRICT
11.2003 - 06.2015
- Served as a long-term substitute teacher, developing and implementing lesson plans aligned with district curriculum standards.
- Maintained a positive and structured classroom environment conducive to learning and student engagement.
- Provided individualized academic support to meet diverse student needs and learning styles.
- Collaborated effectively with teachers, administrators, and parents to support student progress and school initiatives.
- Assessed student performance, recorded grades, and ensured accurate and timely data entry within the school’s system.
Education
Bachelor of Science - Business/Personnel Management
UNIVERSITY OF SOUTH FLORIDA
Tampa, FL05.1992
Skills
- Team leadership
- Employee training
- Detail Oriented
- Financial reporting
- Cash handling
- Attention to detail
- Records management
- Process improvement
- Problem solving
- Multitasking and organization
- Proficient in Microsoft Suite
- Tyler Energov Production
- Tyler Munis - cashiering
- RecTrak
Timeline
Site Director
CITY OF CAPE CORAL
01.2018 - Current
Customer Service Representative
CITY OF CAPE CORAL
03.2017 - 12.2017
Site Director
CITY OF CAPE CORAL
06.2015 - 03.2017
Substitute Teacher
CAPE CHARTER SCHOOLS
04.2015 - 03.2017
Substitute Teacher
LEE COUNTY SCHOOL DISTRICT
11.2003 - 06.2015
Bachelor of Science - Business/Personnel Management
UNIVERSITY OF SOUTH FLORIDA