University Shoptalk: Guiding Your Team to Serve Your Patrons

Guiding Your Team to Serve Your Patrons through Best Practices

Wednesday, September 20, 2023
2:00 PM - 3:00 PM (EDT)
* Registration open until 9/20/23 at 1:00 PM (EST)
* Registration open until 9/20/23 at 1:00 PM (EST)
Register for Free CAPP Track
Category: Free Industry Shoptalks

Join IPMI as we journey through the current and changing campus experience.  Connect with seasoned industry professionals leading the academic sector and connecting with their patrons and stakeholders with a focus on best practices and customer service.


Jennifer Tougas, Assistant Vice President, Western Kentucky University  

Dr. Jennifer I. Tougas, CAPP, graduated from the University of Georgia with a B.S. in 1991 and a Ph.D. in Ecology in 2001.  She began her career in higher education operations through the UGA Parking Services department in 1998 before moving to Western Kentucky University in 2004 to begin the new Parking & Transportation Services department.  She became the interim AVP for Business Services at WKU in 2019 and stepped into the permanent role in July 2022. Throughout her career, she has been involved in developing and implementing innovative programs, growing revenues, and adapting to and leading change.  She has combined an entrepreneurial spirit with a foundational knowledge in data processing and focuses on meeting customer needs to implement programs which improve operational efficiencies and customer service. Dr. Tougas earned her CAPP certification through IPMI in 2009 and currently serves on the IPMI Board of Directors. She has previously served as President of the MSTPA Board of Directors. On campus, she is also involved in strategic planning and transportation planning in her community. View IPMI Member Profile


Marlene Cramer, CAPP, Director of Transportation and Parking Services, California Polytechnic State University 

Marlene Cramer, CAPP, LEED-GA, is the Director of Transportation and Parking Services for California Polytechnic State University. With 22 years in the parking and mobility industry, Marlene has strategically developed the university’s parking program as a comprehensive, sustainable, award-winning program.  She has implemented several technology and efficient processes bringing significant customer improvements to the campus. Marlene has served as the President of the California Mobility and Parking Association and the Chairperson of the California State University CSU Parking & Transportation Affinity group.  Marlene earned her CAPP in 2015 and has a Business Degree in Management and Human Resources.   View IPMI Member Profile

Raymond Mensah, CAPP, Parking and Transportation Services, University of South Florida 

Raymond serves as Director of Parking and Transportation Services at the University of South Florida (USF). In this role, he is responsible for a staff of 120 employees, 20,700+ parking spaces, the Campus Information Center, enforcement, maintenance, special events, permit sales, and the University-operated transit system. 

Raymond has over 20 years of diverse parking and transportation experience in the private and public sectors, ranging from commercial operations in Atlanta, to the State of Georgia's transportation program for the largest region in the state, and to parking and transportation operations for Georgia State University. Raymond serves as President-Elect of the Florida Parking and Transportation Association's Board of Directors and will assume the role of President in December 2022. Raymond is a member of USF’s Office of Supplier Diversity Advisory Committee, and Chair of the New North Transportation Advisory Board, a public-private partnership in northeast Tampa that provides a forum for businesses, local governments, residents, and commuters to address the area's transportation needs. Raymond is a United States Air Force Veteran. He holds a master's degree in Public Administration (MPA) from Georgia State University and a master's degree in Business Administration (MBA) from Keller Graduate School of Management. View IPMI Member Profile. 

Michelle Porter, CAPP, Director of Parking & Transportation Services, Carnegie Mellon University 

Michelle Porter is the Director of Parking & Transportation Services, at Carnegie Mellon University in Pittsburgh, Pennsylvania.  Michelle has held this position since 2007 and is responsible for the management and operation of the organization's day-to-day parking and shuttle operations.  Responsibilities entail  management of the parking facilities and lot maintenance, acquisition/construction of new facilities; identification, analysis, and implementation of university parking strategies and solutions; external lease negotiations for off-campus parking; business analysis, rate setting and budgeting; direction of the permit sales, parking reservations, parking ticket and revenue process, facilitation of communication related to parking and traffic to the university community. Interpreting and implementing university’s parking rules, university policies and procedures. Responsible for compliance with city, state and federal parking related ordinances. Coordinator of the Parking & Transportation Advisory Board, to ensure parking violation and appeal hearings are completed in a timely, accurate and consistent manner. Liaison to the University Police, Facilities Management Services, and Campus Design and Facilities Development.   Michelle holds a B.A. in Business Management, as well as the Certified Administrator of Public Parking (CAPP) certification through the International Parking & Mobility Institute.  Michelle is currently a board member of the Pennsylvania Parking Association and a past Board Member for Women in Parking. View IPMI Member Profile

2023 IPMI Shoptalk Program

  • Wednesday, January 18, 2023, 2 – 3 pm ET: Shifting Sands: Industry Outlook and Future Trends: Integrating Technology into Planning, Design, and Current Operations
  • Wednesday, March 15, 2023, 2 – 3 PM ET: Cities and Municipalities: Revenue Enhancement Strategies and How to Make it Happen in Your City
  • Wednesday May 10, 2023: Planning for an EV Future: Avoiding the Pitfalls and Planning Future Forward
  • Wednesday, July 19, 2023, 2 – 3 pm ET: Turning Parking Data into Valuable Insights
  • Wednesday, September 20, 2023, 2 – 3 PM ET: University Shoptalk: Guiding Your Team to Serve Your Patrons through Best Practices
* Registration open until 9/20/23 at 1:00 PM (EST)
* Registration open until 9/20/23 at 1:00 PM (EST)
Register for Free CAPP Track

For More Information:

Kathleen Federici

Kathleen Federici


Director, Professional Development, International Parking & Mobility Institute

View Profile