Darren Nelms

In this position with the ADOA (Arizona Department of Administration) and ADCRR (Arizona Department of Corrections Rehabilitation & Reentry) I hold responsibility for ensuring a positive and memorable guest experience by managing daily operations, handling inquiries and complaints, and coordinating with other departments, contractors, and vendors. Key duties include greeting guests, managing Ingress/Egress, personalizing service, and using feedback to improve standards. This role requires strong communication, problem-solving, account management, and organizational skills.

Core responsibilities

• Guest interaction: Welcome and assist guests, answer inquiries about services, accounts, policies, and maintain a positive environment.
• Operational management: Manage Ingress/Egress processes, handle property, transportation assistance, and coordinate with other departments like custodial service, vending, maintenance, security, and other contractors.
• Problem-solving: Address guest complaints, account disputes, and concerns promptly and courteously, and work to resolve issues to ensure satisfaction.
• Personalization: Fulfill requests within policy, maintain guest preferences, and use information to provide a personalized experience for future visits.
• Quality assurance: Ensure all services meet the company's standards, enforce policies, and maintain a clean and professional environment.
• Data and reporting: Maintain accurate records of guest interactions, account information, and complete reports related to guest services.
• Account/Budget Management: Report handling to support cost proficiency. This role prioritized the management of funds available.
• Field Training Officer: Properly train a team of state employee's and officers to properly align their skillset with policy standard and positive public interaction.