Earl Garvin Jr.
Bronx,NY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REP / CLERK II
Metro North Railroad
10.2023 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Cross-trained and backed up other customer service managers.
- Maintain SMO Log, maintain up-to-date records of all employee addresses and phone numbers, operate electric typewriter and fill any vacancies due to mark-offs. Handle all counter and phone inquiries in courteous and professional manner and adhere to Metro-North Customer Service Manual. Have knowledge of and be able to operate public address system, fax, xerox and tele-writer. Maintain employee paycheck records and distribute checks in accordance with policy. Receive and deliver company mail and supplies and maintain up-to-date roster of SMO and Building Service personnel. Coordinate any requests for Red Caps, wheelchairs, or persons with disabilities with Assistant Stationmaster. Clear speaking voice and able to program recorded messages to public. Familiar with and able to operate Pageant software to call-out MERT Teams and management in emergencies. Be properly uniformed in accordance with uniform guidelines and other duties as assigned.
Station Ambassador/Ticket Seller
MTA Metro North Railroad
03.2020 - 11.2023
- Greet customers as they arrive at stations and ensure that assistance is provided as needed
- Communicate to customers, in understandable terms, information regarding ticket types, special packages, on-board tickets, and policies related to travel on the MTA MNR system
- Remain calm and professional during service disruptions and disseminate accurate and fast changing information
- Assist customers with directions pertaining to travel throughout the MTA service territory, major connection points, and stations
- Assist customers in the use of Ticket Selling machines (TSMs)
- Provide direction to connecting mass transit systems, local points of interest, landmarks, elevators/ escalators, exits, ticket windows, etc
- Assist customers with limited mobility to exits, platforms, bus stops, cab stands, other mass transit points
- If necessary with the use of wheelchairs and/or hand trucks
- Report any safety or security issues to management as well as any other issues that may affect our customers
- Ensure station and platform areas are clean and free of debris that could create a safety hazard for our customers
- Pickup debris and/or cone off areas that are safety concerns
- Do systems checks daily which includes but limited to elevators/escalators, PA system, digital signage, TVM's and report to the appropriate groups for repair
- Must have excellent customer service skills being able to provide information in a clear and professional manner under all conditions
- Must be familiar with accessing and retrieving information using smart phones and tablets
- Must work both indoors and outdoors in all weather conditions
- Must have the ability to exercise good judgment
- Must be able to work productively with limited supervision
- Must wear Company issued uniform/approved footwear
- Must be able to work in multiple locations in a day if needed due to service disruptions or needs of service with long periods of standing and walking throughout the shift.
Custodian
Metro-North Commuter Railroad
06.2019 - 03.2020
- Keep to cleaning schedules that are set-up by the cleaning supervisor in the organization, i.e
- Cleaning of windows, mopping floors, dusting, and sweeping
- Empty trash bins on a regular basis
- Put up signs to signal wet floors during cleaning or to show any other form of safety situation in the surroundings
- Re-stock materials like toilet paper and hand towels in the wash rooms
- Prescribe appropriate cleaning materials and products needed for disinfecting and sanitizing the entire building according to the organization's standards
- Always make proper cleaning logs and records that show areas of the building that have been cleaned; also design a cleaning schedule.
Postal Carrier/CCA
United States Postal Service
09.2016 - 06.2019
- Sorted mail and parcels for distribution
- Delivered sorted mail/parcels on assigned routes for scheduled mail distribution
- Operated mail metering and electronic receiving equipment
- Managed postage for domestic, international and special mail
- Processed parcels & express envelopes for daily distribution driving carrier service van
- Prepared mail trays daily
- Maintained contact with operations area checking whether client media is retrieved timely
- Validated pick-tickets against media accurately for client information checks
- Followed procedures for opening and closing shipping systems
- Re-directed mail / parcels with inappropriate addresses
- Drove assigned mail delivery vehicle
- Maintain a good working relationship in a team environment
- Delivered mail to homes and businesses in cities, towns, and rural areas
- Travelled on established routes, delivering and collecting mail
- Covered routes on foot, by company van or occasionally by local transport
- Collected money for postage due and COD (cash-on-delivery)
- Sold postal products such as stamps and money orders
- Deal with customers queries about postal regulations and services and sometimes complaints as well
- Provided change-of-address cards and other postal forms with assistance to fill them.
Application Support Specialist
NEW YORK FOUNDLING
04.2015 - 07.2016
- Provide Desk side support as needed
- Respond to group or individual moves for computer and phone
- Resolved trouble-tickets to address hardware or software
- Examples include log in problems, system errors, and hardware errors with computer, monitor, keyboard, and mouse
- Received and logged requests for support from help desk, other service delivery staff and/or users; investigate problems and other requests for support and determines appropriate actions to take
- Prioritizes requests in accordance with agreed criteria and with reference to the Business Systems Support Analyst
- Monitor progress of requests for support and ensure users and other interested parties are kept informed
- The ticketing system used for this task is Connect Wise
- Supporting systems such as: Evolv, Connections, Intelex, and Legal Tracking System (LTS)
- Analyzes and defines user problems in the district and coordinates with users to identify problems for the purpose of creating reliable technology solutions that increase employee productivity
- Attends a variety of meetings for the purpose of conveying and/or gathering information required to perform job functions.
Data Entry Specialist
NEW YORK FOUNDLING
08.2012 - 04.2015
- Prepares source data for computer entry by compiling and sorting information; establishing entry priorities
- Maintains data entry requirements by following data program techniques and procedures
- Secures information by completing data base backups
- Maintains operations by following policies and procedures; reporting needed changes
- Maintains customer confidence and protects operations by keeping information confidential
- Contributes to team effort by accomplishing related results as needed
- Utilizes computerized data entry equipment and various word processing, spreadsheet and file maintenance programs to enter, store and/or retrieve information as requested or otherwise necessary
- Summarized data in preparation of standardized reports.
Education
Skills
- Cleaning
- Data Entry
- ConnectWise
- Porter Experience
- Help Desk
- Software Troubleshooting
- Complaint Handling
- Multi-line phone talent
- Receiving support
Certification
Driver's License
Additional Information
Areas of expertise include: Pushing/pulling/lifting tools and equipment weighing up to 50 pounds, Valid Driver's License, Data Entry - Type 30 Words Per Minute, Highly motivated worker with little to no supervision as well as a team player, Experience working under tight deadline while paying close attention to detail, Excellent written and communication skills, ability to troubleshoot various issues and work through challenges toward a resolution
Timeline
CUSTOMER SERVICE REP / CLERK II
Metro North Railroad
10.2023 - Current
Station Ambassador/Ticket Seller
MTA Metro North Railroad
03.2020 - 11.2023
Custodian
Metro-North Commuter Railroad
06.2019 - 03.2020
Postal Carrier/CCA
United States Postal Service
09.2016 - 06.2019
Application Support Specialist
NEW YORK FOUNDLING
04.2015 - 07.2016
Data Entry Specialist
NEW YORK FOUNDLING
08.2012 - 04.2015
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