People of McMaster celebrates the incredible people who help make McMaster a great place to work, learn, teach and conduct research. This is the fifth instalment of this series. Click here for the previous story.

When you think of parking, the first words that come to mind might not be “passion” and “community.” But for Rukhsana Jamal, these words capture her experience in as a customer service representative at Parking Services.

Her journey at McMaster began over 15 years ago, and her dedication to her work — and the people she serves — has only grown stronger.

Originally from Pakistan, Jamal found her first job supporting a research project in McMaster’s department of Psychology, Neuroscience and Behaviour.

When funding for the research position ended, she transitioned to Parking Services, where she has become an indispensable part of the team. Her story is one of an unwavering commitment to making a difference.

Can you tell us about your role at McMaster and what brought you here?

I started as a customer service representative, but my role has evolved over the years. Now, I handle everything from scheduling students to managing the front desk and intercom. I make sure we have coverage at all three customer service areas and respond to emails and customer inquiries.

Every day, I look forward to coming here. The day passes so quickly — one moment it’s morning, and the next thing you know, it’s 5 p.m. and time to go home. It goes by like this, honestly, every day. There’s a lot of work, but it’s a happy atmosphere.

My journey at McMaster began as a new immigrant to Canada, with my first job here, supporting a research project. I found that very challenging, however McMaster is a place where you learn and you progress.

I was in that role for seven years and when that position ended, I found my place in Parking Services. It’s been a rewarding experience.

What inspires or motivates you in your work?

I’m a people person. I like interacting. I like the challenge of it all. Seeing a satisfied customer or knowing that I’ve made someone’s day a little easier is incredibly rewarding.

I cannot always provide the resolution that people want, because there are policies and procedures in place, like in all areas of the university, however I can listen and do my best to explain so they understand it.

These moments remind me that even the smallest acts of kindness can have a lasting impact. I also love the community and the positive atmosphere at McMaster. My colleagues and leaders and the supportive environment make it a joy to come to work every day.

It’s about believing in yourself and knowing that you can make a difference, no matter how small. To me, being at McMaster feels like a home.

What lesson have you learned in your role that you carry with you?

Patience and tolerance. These are helpful not only at work but outside of work as well.

Listening to people is crucial. When I started focusing on listening at work, I started doing it outside of work, too. It all comes down to how much you listen and respect each other.

Everybody has a unique personality and everyone’s way of thinking is different. My job is to really listen to them — what they want to say, how they explain something, and then understanding how I can take care of them and solve the problem.

What advice would you give to someone starting out in their career, or at McMaster, or perhaps as a new immigrant?

Believe in yourself. Don’t think that you will learn everything in one day. It takes time. Have patience.

We all make mistakes. Mistakes can be fixed. I say that to my students all the time: As long as we know it, we can fix it. It’s a learning curve. By making mistakes, you learn. And ask questions. Don’t be shy.

This goes for an immigrant also: When they are new to the country, everything is new. Sometimes you’re coming from a background where maybe using a credit card is a unique thing, or putting gas in your car is a unique thing. So don’t be shy to ask!