Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Iesha Marks

Brooklyn,NY

Summary

Customer service expert committed to providing high quality customer care to create a positive environment personable and professional under pressure

Overview

18
18
years of professional experience

Work History

Station Agent

NYC Transit
06.2016 - Current
  • Manage all transactions, Greet customers and answer queries
  • Maintain records of service stoppage, informed customers of essential travel information and alternate travels
  • Reported range of incidents of customers in need of any emergency service or homeless intervention
  • Call in or keep a record of any system malfunctions or major defects
  • Provide high levels of customer service to each person by engaging customers using active listening and effective interpersonal skills
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties
  • I have received emails of appreciation for my high level customer service
  • Established and cultivated relationships with travel partners, providing customers with smooth ticketing process
  • Managed crowd control during peak travel times to maintain safety standards for all passengers within the station premises.
  • Assisted in training new employees on essential job functions, leading to a more efficient workforce capable of handling increased demands during peak hours.

SCHOOL SAFETY AGENT

NYPD POLICE DEPARTMENT
05.2007 - 06.2016
  • Patrolled campus and other areas during normal school hours as well as special events
  • Provided safety and security supervision of students and staff as well as the public
  • Screened people through scanner as they entered the school premises
  • Operated scanning equipment and metal detectors to identify and confiscate weapons.
  • Reduced instances of bullying through proactive intervention strategies, working collaboratively with counseling staff to address underlying issues affecting student interactions.
  • Handled difficult or potentially dangerous situations with clarity and composure, ensuring that appropriate steps were taken to resolve conflicts effectively while minimizing any potential harm.
  • Addressed student behavior issues by implementing conflict resolution strategies, promoting a positive school culture.

Education

DIPLOMA - Law

CURTIS H.S
105 Hamilton Ave, Staten Island, NY 10301
06.2002

Skills

  • Strong communication skills
  • Organized
  • Attention to detail
  • Works well with others
  • Safety awareness
  • Safety procedures
  • Passenger assistance
  • Complaint handling
  • Incident reporting
  • Public address announcements
  • Travel information provision

Awards

  • Certificate for appreciation
  • Commitment to excellence pin
  • Customer service Commitment pin

Timeline

Station Agent

NYC Transit
06.2016 - Current

SCHOOL SAFETY AGENT

NYPD POLICE DEPARTMENT
05.2007 - 06.2016

DIPLOMA - Law

CURTIS H.S

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Iesha Marks