For many, Wendy Glenn is the first and last person they see on campus. As a senior parking monitor at the South Campus parking deck, Glenn interacts with hundreds of faculty, staff, students, parents and visitors each week.
“I’m always trying to give a positive impression of the university, of Athens and of Parking Services so that when you go away, you go away with a pleasant memory of your experience here,” Glenn said. “And it’s not just me, but all parking monitors are ambassadors.”
Glenn’s reputation as an ambassador grew earlier this year when she received the Staff Member of the Year Award at the annual International Parking Institute Conference and Expo. The award is given each year to a member of the parking industry who exemplifies professionalism and outstanding customer service by going above and beyond the duties in his or her job description.
“Since it is truly an international award, it was kind of overwhelming to think that out of everyone who was nominated, I won,” said Glenn, who traveled to Texas to attend the conference and accept the award. “To know that I was chosen from all those wonderfully qualified people was just so exciting.”
In addition to the international award, Glenn was named the 2014 Parking Association of Georgia’s Staff Member of the Year. That award is given to the parking employee who has most contributed to the citizens of Georgia in the last year.
Glenn, a Macon native and UGA alumna, started working at UGA more than three years ago after having worked in retail management and customer service. Those experiences carry over today. Glenn attributes her success at providing quality customer service to a desire to make connections with those with whom she interacts.
“We have the (residence halls) behind us at South Deck, so we’ve got residents who park with us, there’s also faculty and staff, students who pay to park, conference attendees and others,” she said. “No matter who it is, I want to put them at ease and establish a relationship.”
Glenn said she tailors her interactions based on each person. For repeat visitors attending an annual conference, she’ll ask how things have been going since she saw them last. For those taking training courses on campus, she’ll discuss what they’ve learned. For parents of students, Glenn plays an even more comforting role.
“I establish a relationship so that the parents look for me and the kids know they can come to me for whatever they need,” she said. “Hopefully, it makes them realize that, even in this big place, there’s somebody here who cares.”
Outside of her regular role, Glenn also serves as the co-leader of the Integrated Processes Team, a special projects team that supports Parking Services management’s strategic plan. She also is involved in Parking Services’ special events and is a member of the Finance and Administration Recognition Committee.
“It’s been wonderful to be part of the team that is Parking Services,” Glenn said. “I love that we all support and look out for each other.”
Whether she’s working special events such as football and basketball games or repainting railings in a parking deck, Glenn said her focus stays on providing great customer service.
“If you break it all down, that’s what this position is, customer service,” she said. “That’s what we’re here for; we’re here to serve the students and anyone else who comes to campus.”