Gladys Guzman
El Paso,TX
Summary
Adept at cash handling and customer interactions, I significantly enhanced customer satisfaction and operational efficiency at City of El Paso-International Bridges. My expertise in toll booth operations and problem resolution, coupled with a keen attention to detail, led to a smoother traffic flow and a safer, more professional environment.
Diligent with solid background in toll collection, ensuring smooth and efficient traffic flow. Proven ability to handle cash transactions accurately while maintaining excellent customer service. Demonstrated skills in communication and problem-solving in high-pressure environments.
Professional toll collection expert ready to enhance operational efficiency. History of managing cash transactions and addressing customer inquiries with precision. Known for collaborative teamwork and adaptability to changing traffic conditions. Expertise in customer service and cash handling.
Overview
24
24
years of professional experience
Work History
Senior Toll Collector
City Of El Paso- International Bridges
03.2003 - 02.2021
- Collected toll fees from drivers, ensuring accurate transactions.
- Provided drivers with change and receipts to maintain efficient tollbooth operations.
- Assisted in maintaining a smooth traffic flow by promptly processing vehicle transactions.
- Improved customer satisfaction by courteously addressing driver inquiries.
- Ensured compliance with toll collection procedures to maintain operational standards.
- Maintained cleanliness of toll booth area, contributing to a professional environment.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved safety procedures to create safe working conditions for workers.
Toll Collector
City of El Paso-International Bridges
07.1997 - 03.2003
- Communicated in English and Spanish to assist motorists and respond to inquiries concerning tolls, directions and routes.
- Collaborated with team members to ensure smooth operations during peak hours and special events.
- Monitored toll lane activity and generated operational reports.
- Promoted safety awareness among motorists through clear signage displays and timely updates on road conditions when necessary.
- Operated toll collection equipment and processed toll payments accurately.
- Achieved operational efficiency by adhering to established protocols for opening and closing the booth daily.
- Upheld company standards for professional demeanor, consistently delivering courteous service under all circumstances.
- Supported infrastructure maintenance by promptly reporting any equipment malfunctions or damages to appropriate personnel.
- Classified all vehicles passing through toll lanes in accordance with procedural requirements.
- Developed skills in conflict resolution while addressing disputes regarding fare discrepancies or other customer complaints.
- Boosted overall productivity by proactively identifying bottlenecks in workflow processes and suggesting improvements accordingly.
Education
BBA - Human Resources Management
University Of Puerto Rico- Rio Piedras Campus
San Juan, PR06-1979
Skills
- Cash handling
- Customer interactions
- Transaction processing
- Toll booth operations
- Traffic management
- Problem resolution
- Communication skills
- Attention to detail
- Numerical accuracy
Affiliations
- Member Ladies Auxiliary Of Veterans of Foreign Wars Post 6917
- Member AISEC-International Association Of Students in Economics and Business
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Senior Toll Collector
City Of El Paso- International Bridges
03.2003 - 02.2021
Toll Collector
City of El Paso-International Bridges
07.1997 - 03.2003
BBA - Human Resources Management
University Of Puerto Rico- Rio Piedras Campus
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