Lester Emerson
PHILADELPHIA,PA
Summary
Encouraging acting manager and problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Acting Deputy Manager
Philadelphia Parking Authority
03.2023 - Current
- Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues, and promote brand loyalty.
- Maintained, documented and presented progress reports to leaders.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Evaluated suppliers to maintain cost controls and improve operations.
- Supervised and motivated 9 staff employees.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.
- Created reports and analyzed and interpreted data.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Analyzed and reported performance data, translating findings into practical improvement actions.
- Provided strategic allocation of resources to various departments and managers in alignment with needs.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
Supervisor
Philadelphia Parking Authority
08.2018 - 03.2023
- Residential Permit Parking -Assisting the public with knowledge of Residential permit parking, motorcycle/scooter corrals and contractor parking placards -Evaluated and coached clerk performance -Maintained efficient work environment with the handling of customers: via in person, phone, or web -Maintained daily bookkeeping and revenue balancing as well as employee time using Empowertine -Addressed special request ( i.e
- Permit Petitions, etc ) and routine complaints using problem solving skills -Supervised a team consisting 1 Contractor Investigator, 2 coordinators, and 6 Clerks
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Evaluated staff performance and provided coaching to address inefficiencies.
Dispatcher
Philadelphia Parking Authority
05.2013 - 08.2018
- Responsible for completion of daily logs -Record tow request, police assistance, and assign tow and booting operators to location -Possessed knowledge of reasons for tow eligibility -Assigned ticketing, meters, tow, and booting assignments over the air
- Directed dispatching, routing, and tracking of Number fleet vehicles.
Clerk
10.2012 - 05.2013
- Answered sick call and logged applicable sick call request -Logged and daily tow orders -Monitored phones and answered or directed customer calls
Clerk
City Commissioners Office
09.2007 - 01.2008
- Provided maintenance to voting machines for the 2008 Presidential Election for Philadelphia County
- Shipped voting machines to various voter poll locations.
Marketing Coordinator
Cavanaugh's Riverdeck
03.2007 - 10.2007
- Created seasonal special events for the venue, increasing seasonal crowd turnout by 20 percent
- Designed all marketing material (flyers, food menu,web pages, et.) and worked with staff to build patronage (email list database, etc.)
Phila Direct/ Philadelphia Inquirer Subsidiary
11.2005 - 03.2007
- Ranked top 10 percent in sales of newspaper subscriptions through cold and warm calling quotas -Trained new sales teams on script writing and sales techniques
Comcast
01.2005 - 01.2006
- Worked in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and managed and diffused angry or irate customers
- Troubleshot and resolved technical problems over the phone in single customer interactions and demonstrated the ability to articulate relevant information and directions in order to maximize customer service
- I proactively learned new technologies within the Comcast products & Promoted and sold services, and confirmed sales - Consistently met or exceeded established goals and performance metrics and achieved overall performance goals of the organization.
Education
High School Diploma -
Girard College
Philadelphia, PAFinance and Marketing
Drexel University
Philadelphia, PA1998
Finance
Norfolk State University
Norfolk, VA1995
Skills
- Graphic Design
- Communication
- Communications Expertise
- Business Process
- Strategic Goals
- Assist Customers
- Financial Management
- Coordinate Events
Affiliations
A proven twenty year background in the financial and marketing fields with an emphasis in sales and
customer service with a solid record of accomplishment meeting quotas, developing and maximizing new
business, implementing marketing strategies, and has demonstrated expertise in analysis, planning,
organizing, and optimizing operational efficiency.
Timeline
Acting Deputy Manager
Philadelphia Parking Authority
03.2023 - Current
Supervisor
Philadelphia Parking Authority
08.2018 - 03.2023
Dispatcher
Philadelphia Parking Authority
05.2013 - 08.2018
Clerk
10.2012 - 05.2013
Clerk
City Commissioners Office
09.2007 - 01.2008
Marketing Coordinator
Cavanaugh's Riverdeck
03.2007 - 10.2007
Phila Direct/ Philadelphia Inquirer Subsidiary
11.2005 - 03.2007
Comcast
01.2005 - 01.2006
High School Diploma -
Girard College
Finance and Marketing
Drexel University
Finance
Norfolk State University
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