Ebony Henry
Jacksonville,FL
Summary
Professional with strong background in accident analysis, adept at using investigative techniques to determine root causes and prevent future incidents. Expertise in data collection, report writing, and regulatory compliance supports thorough and accurate investigations. Known for effective teamwork, adaptability to changing situations, and delivering actionable insights. Reliable and skilled in communication and problem-solving, ensuring productive collaboration and impactful outcomes.
Detail-oriented Investigator with strong leadership skills and history in security management. Offering exceptional communication skills and network of community resources. Well-versed in assisting law enforcement in cases.
Overview
12
12
years of professional experience
Work History
Incident/Accident Investigator
Jacksonville Transportation Authority
Jacksonville, FL
11.2021 - 12.2025
- Assisted in gathering evidence from accident scenes to support investigations.
- Collaborated with law enforcement to document incidents and obtain reports.
- Conducted preliminary interviews with involved parties to gather statements.
- Analyzed accident data to identify patterns and contributing factors.
- Supported the preparation of detailed reports summarizing findings and recommendations.
- Utilized industry-standard tools for crash reconstruction and analysis.
- Participated in training sessions on safety protocols and investigation techniques.
- Developed strong relationships with external agencies such as OSHA, facilitating smooth cooperation during joint investigations.
- Evaluated existing safety protocols based on findings from accident investigations, recommending updates where necessary for improved compliance and risk reduction.
- Collaborated with legal teams in preparing documentation for litigation purposes related to workplace accidents.
- Identified trends in accident data to help develop targeted safety campaigns and reduce overall incident rates.
- Documented findings and prepared detailed reports.
- Improved accident investigation processes by implementing new data analysis techniques and software tools.
- Maintained accurate records of investigative activities and documentation processes.
- Reduced the time required for accident investigations through streamlined procedures and effective teamwork.
- Prepared case reports from allegations, transcripts of interviews and physical evidence.
- Maintained detailed records of investigated accidents, contributing to an organized database for future reference and trend analysis.
- Presented findings from accident investigations to management, providing actionable recommendations for risk mitigation strategies.
- Trained new team members on customer service protocols and company policies.
- Managed high-volume calls, ensuring timely responses to customer issues.
- Analyzed customer feedback to identify trends and recommend service enhancements.
- Developed training materials for ongoing staff development in service excellence.
Customer Service Representative
Jacksonville Transportation Authority
Jacksonville, FL
08.2013 - 11.2021
- Implemented process improvements that enhanced overall customer satisfaction ratings.
- Collaborated with cross-functional teams to address complex customer concerns efficiently.
- Led initiatives to streamline operations, reducing response times and improving service delivery efficiency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Education
High School Diploma -
William Marion Raines High School
Jacksonville, Florida, FL05-2006
Associate of Arts -
Florida State College
Jacksonville, Florida, FL05-2011
Skills
- Accident reconstruction
- Vehicle inspection
- Hazardous materials handling
- Scene analysis
- Data interpretation
- Injury analysis
- Evidence collection
- Ethical and honest
- Detailed report writing
- Surveillance techniques
- Risk assessment
- Data review
- Video surveillance systems
- Claims resolution
- Insurance documentation
- Teamwork and collaboration
- Problem-solving abilities
- Attention to detail
- Critical thinking
- Excellent communication
- Adaptability and flexibility
- Active listening
- Organizational skills
- Microsoft Excel
- Microsoft outlook
- Customer relationship management (CRM)
- CRM software proficiency
- Report generation
Accomplishments
- Leading major Incident/Accident resolution with zero downtime.
- Risk Reduction
- Streamlined incident reporting and tracking
- Recommended corrective actions and safety protocols to prevent recurrence.
- Strong ability to synthesize complex data.
- Reducing Incidents/Accidents through root cause analysis.
- TSI Training Courses.
- Authored comprehensive accident/incident reports and presented findings to senior management, informing policy changes that improved overall safety compliance.
Timeline
Incident/Accident Investigator
Jacksonville Transportation Authority
11.2021 - 12.2025
Customer Service Representative
Jacksonville Transportation Authority
08.2013 - 11.2021
High School Diploma -
William Marion Raines High School
Associate of Arts -
Florida State College