The Front Line Award: Resmije Zeka

British Parking Awards 2023

Resmije Zeka works for APCOA UK as part of the parking services team with the London Borough of Lambeth. She began her career with APCOA as a parking attendant in November 2004. Her role then was to ensure the smooth flow of traffic in parking lots, issue parking tickets to violators, and assist customers with parking-related inquiries.

From the outset, Zeka demonstrated a strong work ethic, excellent communication skills and a keen eye for detail during her tenure as a parking attendant.

Recognising Zeka’s dedication and exceptional performance, she was promoted to the position of senior civil enforcement officer in August 2008. Zeka has excelled in her position by consistently demonstrating professionalism, leadership skills and a commitment to public safety.

She now supervises a team of civil enforcement officers, provided guidance, training, and support when needed. Zeka has been involved in the development and implementation of new parking policies and procedures, aimed at improving parking enforcement efficiency and customer satisfaction.

Throughout her career, Zeka has shown a deep understanding of parking regulations, exceptional problem-solving abilities, and a customer-oriented approach. Zeka has made significant contributions in Blue Badge fraud detection and prevention, while simultaneously strengthening the relationship between her organisation and Lambeth Council.

Recognising the importance of addressing Blue Badge fraud to ensure fair access to parking spaces for individuals with disabilities, Zeka took proactive measures to combat the issue. She conducted investigations, implemented enhanced monitoring techniques, and collaborated closely with Lambeth to identify fraudulent activity and apprehend offenders.

Since the start of the Blue Badge operation in October 2022, she has reported and enforced 47 counts of fraud where over 40% have been confiscated leading to prosecution. Zeka’s dedication to combating Blue Badge fraud not only resulted in a significant reduction in fraudulent activities but also garnered the attention and appreciation of Lambeth Council. Her commitment to the cause and her ability to devise innovative strategies to tackle the issue helped reinforce a strong working relationship between APCOA and Lambeth Council.

Zeka actively pursues professional development as a CEO, completing various training programmes to enhance her skills. These programmes have equipped her with valuable knowledge and expertise, enabling her to excel in her role.

Zeka actively pursues professional development as a CEO, completing various training programmes to enhance her skills. She has successfully completed training in:

• Managing Attendance
• Disciplinary & Grievance
• Performance Management
• Disabled Blue Badge
• Conflict Management Refresher
• Fire Marshal
• Public Perception
• Environmental Awareness
• Hate Crime Awareness
• Action Counters Terrorism Awareness.

These programmes have equipped her with valuable knowledge and expertise, enabling her to excel in her role and address important aspects of her work, such as attendance management, disciplinary matters, accessibility, conflict resolution, and emergency response. Zeka’s commitment to ongoing learning demonstrates her dedication to continuous improvement and her desire to serve the community effectively.

Zeka’s outstanding performance and dedication have resulted in several notable achievements throughout her career. These include:

• Excellence in Enforcement: Zeka consistently upholds the highest standards of enforcement, ensuring compliance with parking regulations while treating motorists with fairness and respect. She displays an exceptional ability to apply regulations appropriately and fairly, striking the delicate balance between enforcement and understanding.
• Exceptional Professionalism: Zeka is an exemplary professional, always presenting herself in a courteous and respectful manner. Her interactions with the public are marked by empathy, understanding, and effective communication. Zeka goes beyond the average to assist motorists in understanding parking regulations, offering guidance and support whenever necessary.
• Strong Community Engagement: Zeka actively engages with the local community to foster positive relationships and address any concerns related to parking enforcement. She participates in community events, educates residents on parking rules, and works collaboratively with local businesses and organisations to promote effective parking solutions.
• Exemplary Performance: Zeka consistently exceeds expectations, demonstrating exceptional performance in terms of productivity, accuracy, and compliance. Her meticulous record-keeping and thoroughness in conducting her duties have made her an invaluable asset to our parking enforcement team.

Testimonials

Steven Davidson, parking fraud investigation officer at Lambeth Council: “Over the period of years since 2007, I and other colleagues have routinely undertaken joint patrols with Mrs Zeka, and the number of cases generated have remained consistently high. She is without doubt the most productive CEO employed in Lambeth, in locating stolen/lost/cancelled/deceased badges, and in examining and seizing Blue Badges from offenders. Some I have personally witnessed, and others which have been recorded on video, have resulted in Mrs Zeka being assaulted during her duties. I have also been in court when she has given evidence which has been delivered expertly resulting in convictions.”

Brian Deans, supplier relationship officer, Lambeth Council: “Zeka’s dedication to the role of civil enforcement officer has been second to none. Always full of energy, always wanting to share knowledge of what she comes across daily, she manages to make you feel at total ease in her company. The new CEO’s she has trained over the years must really appreciate her.”