John Walters
Freeport,NY
Summary
Experienced MTA Employee bringing 7 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
MTA Long Island Railroad
Jamaica, NY
06.2019 - Current
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Customer Service Representative
MTA Long Island Railroad
Jamaica, NY
03.2017 - 06.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Train Conductor
MTA Long Island Railroad
Freeport, New York
01.2015 - 03.2017
- Communicated with train dispatchers to obtain and adjust directions.
- Cut, switched and supervised loading and unloading of railcars.
- Performed daily inspections on switches.
- Made public announcements on routes and delays.
Education
Bachelor of Science - Education
Long Island University
Greenvale, NY05.2004
Skills
- Performance Evaluations
- Investigation Support
- Workflow Management
- Team Management
Timeline
Customer Service Supervisor
MTA Long Island Railroad
06.2019 - Current
Customer Service Representative
MTA Long Island Railroad
03.2017 - 06.2019
Train Conductor
MTA Long Island Railroad
01.2015 - 03.2017
Bachelor of Science - Education
Long Island University
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