FELICIA MORRISON-HARPER
Monroe,NY
Summary
Dynamic professional with extensive experience at Metro North Railroad, excelling in customer-focused service and accurate data entry. Proven track record in efficiently processing ticket transactions and resolving customer inquiries, enhancing satisfaction. Skilled in Excel data analysis and preventive equipment maintenance, ensuring operational excellence and reliability.
Professional and prepared for role, bringing diverse experience in customer service and logistics. Proven track record in managing ticketing systems, handling customer inquiries, and resolving issues efficiently. Strong focus on team collaboration and achieving results, with adaptability to changing needs. Employers value reliability, excellent communication skills, and calm, approachable demeanor.
Overview
14
14
years of professional experience
Work History
LEAD TICKET AGENT
Metro North Railroad
07.2025 - Current
- Assisted customers with ticket purchases and inquiries, ensuring positive travel experiences.
- Processed ticket transactions using point-of-sale systems efficiently and accurately.
- Provided information on train schedules, routes, and fare options to enhance customer understanding.
- Resolved customer complaints promptly, maintaining high levels of satisfaction and service quality.
- Conducted daily cash handling procedures, ensuring accuracy in financial transactions.
- Upkeep of TVMs in the ticket office as needed.
- Trained new staff on ticketing software and customer service standards to promote team efficiency.
- Assisted passengers with inquiries, providing timely and accurate information on schedules and routes.
Financial Analyst
Metro North Railroad
09.2015 - 07.2025
- Enter payroll into Kronos.
- Various requisitions for staff.
- Reviewed timesheets.
- Reconciliation of payroll.
TVM Tech
Metro North Railroad
02.2012 - 2014
- Responsible for repairing TVM machines and Tom machines.
- Responsible for the cashier room in GCT and NWP.
- Responsible for communication with techs in the field.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
Customer Service Agent
Metro North Railroad
06.2011 - 02.2012
- Responsible for supervising the overnight shift in the GCT Ticket Office.
- Responsible for doing payroll.
- Responsible for changing monthly stackers and roll stocks.
- Responsible for assisting customers with inquiries and problems
Education
High School Diploma -
Theodore Roosevelt High School
The Bronx, NY06.1991
No Degree - Nursing Practice
Bronx Community College
Bronx, NYSkills
- Accurate data entry
- Customer-focused service
- Preventive equipment maintenance
- Technical problem-solving
- Accurate payroll entry
- Accurate cash processing
- Efficient ticket processing
- Excel data analysis skills
- Proficient in Microsoft applications
Timeline
LEAD TICKET AGENT
Metro North Railroad
07.2025 - Current
Financial Analyst
Metro North Railroad
09.2015 - 07.2025
TVM Tech
Metro North Railroad
02.2012 - 2014
Customer Service Agent
Metro North Railroad
06.2011 - 02.2012
High School Diploma -
Theodore Roosevelt High School
No Degree - Nursing Practice
Bronx Community College