Skip to main content
“Harder Than It Looks: Parking Uncovered“ is our podcast that we use to facilitate connections and illuminate solutions to common problems within the parking and mobility industry.
We aim to do so by highlighting the voices of experts in the space, discussing trends and forward-looking technological innovations, and providing professional food for thought. All in an effort to help one another get better at what we know is harder than it looks…parking a car.
Today, we’re rewinding and recapping Episode 15: Knowing Who to Hire with Joaquin Rojas and Call Center Expectations with Steve Morrell.
In this episode of ‘Harder Than It Looks,’ we delve into the intricacies of the parking industry and the entrepreneurial world. We first sit down with Joaquin Rojas, Director of Parking for Bal Harbour Shops and owner of Parking Guy consultancy.
With two decades of experience, Joaquin shares his journey from parking cashier to managing significant parking operations, highlighting technological innovations and the importance of customer service in reshaping the industry.
Next, we explore the entrepreneurial landscape with Steve Morrell, Managing Director of ContactBabel, a leading research and analysis firm for the contact center industry. For more information about ContactBabel, visit: https://www.contactbabel.com/
Steve has written hundreds of research reports and his opinion on contact centers has been featured on the BBC, ITV, Sky, the Guardian, Forbes.com and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.
Meet Our Guests:
Joaquin Rojas
Director of Parking at Bal Harbour Shops, Founder of Parking Guy
Joaquin has been in the parking industry for over two decades, starting his career as a cashier for Standard Parking/APCOA. Since then, he’s held roles with The Parking Network, the Miami Parking Authority, SP Plus, and today is the Director of Parking and Transportation at Bal Harbour Shops. In 2021, Joaquin started his consulting company, Parking Guy which focuses on assisting asset owners and parking operators increase their bottom line profits.
Today, Parking Guy works with some of South Florida top organizations, including Kushner, Block Capital, MSC Cruises, Miami Parking Authority, Laz Parking, UPP Global and many more.
Steve Morrell
Managing Director of Contact Babel
Steve Morrell is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality primary research and analysis to the UK & US contact centre industries.
He has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian, Forbes.com and the Financial Times. He has also advised the UK government on the effect of offshoring on the UK economy.
You Won’t Want to Miss These Clips:
Segment 1 with Joaquin Rojas from Bal Harbour Shops
02:12 Joaquin’s Early Career and Growth
05:15 Challenges and Innovations at Bal Harbour Shops
11:06 Event Parking and the Miami Marlins
19:02 Hiring and Managing Parking Staff
25:42 Technology in Parking Operations
31:29 Lightning Round: Personal Insights
34:42 Building Relationships in the Parking Industry
35:22 Magic Wand: Fixing Tailgating in Parking
36:21 Balancing Work and Family Life
37:57 Pride in Helping Others Succeed
Segment 2 with Steve Morrell:
41:14 Steve Morrell’s Journey into Contact Center Research
44:09 The Importance of Customer Experience
50:03 Challenges in Contact Centers and Offshoring
52:59 The Role of AI in Contact Centers
59:29 Funny and Challenging Parking Stories
01:03:21 Lessons from Starting Multiple Businesses
Want to be notified when new episodes come out? Subscribe below!
Click Here to Subscribe via Apple Podcasts
Click Here to Subscribe via Spotify
Click Here to Subscribe via Amazon Music
If you have a chance, please leave an honest rating and review on Apple Podcasts by clicking here. It will help the show and its ranking on Apple Podcasts incredibly! Thank you so much!
Want to help the show?
Tell us about you! Please visit parkertechnology.com/podcastsurvey and fill out our short survey to help us deliver more great episodes like this one.
Thank you for listening! Find all our previous podcast episodes here.
Courtney Cooper
Events + Community Manager
Courtney Cooper has over 7 years of experience in marketing, copywriting, and campaign management. She holds a B.S. in Marketing and Business Administration from Ball State University.