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 1030106.2002
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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