Geoff Wong

• Managed the daily operations of the main Parking Office, which included window service; permit/pass sales; citation payments; billing and collections; computer data entry; and providing parking information. • Trained the Parking Office personnel in dealing with the public, phone etiquette, providing information, proper handling of cash transactions, and focusing on customer service. Utilized “teachable moments,” group games and activities, and worksheets to enhance learning environment, strengthen bonds, and promote excellent customer service practices. • Composed an Email Boilerplate Response Folder to streamline all responses sent via the Commuter Services email. Created ideal, individual templates for general Commuter Services inquiries to be used by staff members when responding to relevant emails in the Commuter Services inbox. • Designed parking permits and passes to be used in the upcoming academic year by UH Manoa faculty, staff, students, contractors, and visitors. Assisted with the students’ parking permit sales process. Worked closely with the Manager to implement and execute the phases of the permit registration, processing and the distribution. • Oversaw all cash transactions in the Parking Office. Reconciled all transactions at the end of the day and prepared cash for deposit, including mail-in payments to daily transactions. Investigated any shortages. • Managed the inventory of all permits and passes. Maintained inventory logs for audit purposes. • Oversaw the daily field operations for UHM Parking Operations as related to gate operations, enforcement of regulations and traffic control services for daytime campus events. • Assisted with the shuttle bus system. Monitored the scheduling and routes of shuttle buses. Reported contract specification non-compliance issues to the TDM Coordinator for appropriate action. • Assisted the Special Events Coordinator in supervising the implementation of special event parking and traffic plans. Worked closely with the Special Events Coordinator in arranging shuttle bus rental arrangements for special events. • Monitored staff’s work performance and investigated and took appropriate action on complaints made against staff members. Conducted regularly scheduled meetings with staff to share information, explain directives, and to solicit feedback. • Represented the management of Parking Operations in settling disputes between parking personnel and the public; addressed complaints regarding parking policies and personnel. • Authorized the booting/towing of vehicles in violation with UHM parking regulations. • Considered requests for exception to the established parking policies and regulations; determined action to be taken on requests for parking permits/passes from visitors, private and public agencies, contractors, and employees and students. • Monitored customer complaints received by the business office. Took appropriate action to address complaints and/or referred complaints to the appropriate manager for resolution.

• Provided leadership and performance feedback to a 20+member sales staff at company’s flagship store while developing individual knowledge, skills, and abilities and enhancing career development. • Reported to upper management with information from the field relative to competition, sales trends, and market change, and provides recommendations for business improvement. • Ensured that employees supervised were able to meet and/or surpass company set goals and to meet/exceed expected service levels. • Conducted audits at closing to ensure accuracy of financial and operating data and accounts for cash in drawers and monies in safe at store opening and closing. • Promoted to Assistant Manager in December 2014.

• Organized and oversaw the promotion, sales, and overall image associated with noRep Boardshorts. • Determined marketing and advertising campaigns, production decisions, and sales strategies for brand. • Collaborated with management and marketing team, sales representatives, and product designers to ensure that company objectives were identified and met. • Created the noRep Boardshorts presents “the Crown of Town” surf series in support of competitive surfing in Hawaii. Prior to the establishment of our surf series in April 2013, there was no professional surf contest series available for the local pros to surf in. The event brought together and provided a venue for the top ASP rated Hawaii surfers, local professionals, and aspiring professionals to showcase their talent and compete for a $5500 prize purse.

• Adjudicated grievances of applicants dissatisfied with appeals determinations when contesting parking violations; renders decisions based on parking regulations; visits sites and gathers additional evidence during hearing process. • Reviewed online appeals and discussed in-person appeals from University faculty, staff, students and visitors regarding parking violation notices and rendered decisions based on established guidelines. • Managed and conducted weekly audits of Star Protection Agency contracted employees. Monitored productivity of citation guards and supervisors through field analysis and computer generated reports of cite machine activity. Met weekly with Star Senior Supervisor to review cite officer statistics, error reports, and updates to policies and procedures. • Reported to Parking and Transportation Services Manager with information regarding citation statistics and parking trends, contract employee productivity, recovered illegal/counterfeit parking permits, and provided updates and insight towards irregular incident reports, boot/tow logs, and impound inventory. • Provided assistance to Commuter Services Business Office, ensuring daily operations were running as should and encouraged team members to provide exceptional customer service through “showing” and not just “telling.” • Generated guidelines, policies, and procedures for recently installed Detect Guard Monitoring System and bicycle/moped auction. • Promoted to Commuter Services Business Office Manager in November 2013.

• Recruited, developed, coached, and promoted a team of talented, aspiring junior professional surfers to reach their highest potential in surfing competition and to establish them in the surfing industry • Under my management, the athletes whom I represented have accomplished state and national championships and have been selected for the World Junior Surf Team to represent Hawaii at the ISA World Games, recognized by the International Olympic Committee as the World Governing Authority for Surfing. • Created positive brand recognition through the utilization of multi-media networking, effective communication, and clean athlete representation. • Launched and consistently maintained a blog and twitter account for Rusty Hawaii surf team • Researched, evaluated, and planned cost/budget marketing projections and recommended strategies to revamp and stimulate brand sales in region.