KENYA MCCULLOUGH
Customer Communications Analyst
Wilmington,DE
Summary
An opportunity to leverage the skills accumulated through my railroad career for mentorship and organizational improvement would be ideal. Knowledgeable and dedicated customer service professional with extensive experience in the railroad industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Communications Specialist
Amtrak
04.2019 - Current
- Responsible for relaying train information (delays, re-accommodations, detours, track work, etc.) to customers through Social Media outlets
- Worked cross-functionally with various members of teams.
- Creates Service Alerts for company website and acts as liaison with various departments (Mechanical, Customer Service, Space Control Analyst)
- Worked with multiple screens and programs to resolve customer issues.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Communicated professionally with colleagues, freelancers and clients.
Logistical Clerk
Amtrak
09.2016 - 03.2018
- Tubed Train cars for NEC corridor, inclusive of West/Midwest and Long Haul routes.
- Managed multiple projects simultaneously using organizational and analytical skills.
- Adjusted Train inventories to ensure that revenue is generated for the company and seating counts are accurate as well as accessible
- Posted with Operation Agents on various desks becoming more knowledgeable and proficient within stated position to fill any gaps that may be missed
- Created Special Move PNR’s when required as well as fulfilling any assignments directly issued by any Manager/Supervisor
- Partnered with the Schedule Change Specialist assisting in various schedule changes for all Trains and Thruways inclusive of MARC trains
- Extension and shortening of schedules in ARROW, addition and deletion of station stops, amendment/creation of consists, cancellation/reinstatement of trains and thruways.
Lead Ticket Agent
Amtrak
03.2016 - 07.2016
- Provided superior Customer Service to passengers, rectifying any problems which may arise due to service disruptions, schedule changes, etc
- Supervised Ticket Agents within the station, processing passengers when needed (selling tickets, amending PNR’s and making re-accommodation plans when applicable)
- Managed Accounting and Reconciliation work for agent tours
- Checked baggage, escorted Unaccompanied Minors and their parent(s) to departure trains
- Adhered to Station policies and followed directives of the Station Manager and Superintendent.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Directed passengers to correct loading gates or areas for departures and connections.
- Gathered supporting documents to complete end-of-shift reporting and explain discrepancies.
- Sold train tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes.
- Investigated complaints to define and correct weak areas.
Lead Ticket Agent
Amtrak
02.2014 - 03.2016
- Supervised Ticket Agents in Washington D.C
- Union Station
- Worked Acela and Baggage windows, while handling any passenger concerns at the ticket window
- Handled Conductor and LSA remittances
- Created morning/evening and seating schedules for agents
- Attended monthly Lead Ticket Agent meetings
- Maintained a safe working environment, ensuring agents were following Safety policies and procedures.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Ticket Agent
Amtrak
12.2013 - 02.2014
- Responsible for processing passengers to various locations, selling tickets, creating, and amending PNR’s, quoting fares and re-accomodating passengers during events of misconnections.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Checked baggage, worked Acela window as well as being issued a weekly floor assignment requiring hands on Customer Service on the Station floor
- Maintained cash drawer and Accounting documents to remit to Accounting at the end of shifts
- Adhered to Station policies and answered to Management.
Station Cleaner
Amtrak
11.2013 - 12.2013
- Assigned to third shift (10p-6p)
- Cleaned restrooms
- Collected trash from all platforms and from receptacles inside Philadelphia 30th Street Station
- Vacuumed mats and carpeting of train platform entrances/exits as well as the Ticket Office
- Operated floor machine to clean, wax, and buff station floors
- Used time management and efficient cleaning methods to meet deadlines.
- Handled equipment, chemicals and materials properly and with caution.
- Emptied trashcans and transported waste to collection areas.
- Organized and used industrial cleaning products following strict safety procedures.
- Delivered quality customer service to address urgent needs and cleaning requests.
- Worked alongside other cleaners to complete jobs in corporate office buildings.
Reservation Sales Agent
Amtrak
10.2012 - 11.2013
- Fielded calls from passengers to reserve trains, make reservation payments, amendments and cancelling of PNR’s
- Answered any inquiries inclusive of fare quotes, building USA Rail Pass PNR’s, booking Auto Train trips and providing any information pertinent to any type of service disruption or schedule changes
- Took credit card payments over the phone, adhering to Security policies
- Evaluated and monitored closely to obtain and use feedback to improve on efficiency and expedition of calls received.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
Education
BACHELOR OF ARTS - COMMUNICATIONS
CHEYNEY UNIVERSITY OF PENNSYLVANIA
05.1998
Skills
- Call Volume and Quality Metrics
- Customer Inquiries
- Information Updates
- Online Systems
- Microsoft Office
- Service Quality
Timeline
Customer Communications Specialist
Amtrak
04.2019 - Current
Logistical Clerk
Amtrak
09.2016 - 03.2018
Lead Ticket Agent
Amtrak
03.2016 - 07.2016
Lead Ticket Agent
Amtrak
02.2014 - 03.2016
Ticket Agent
Amtrak
12.2013 - 02.2014
Station Cleaner
Amtrak
11.2013 - 12.2013
Reservation Sales Agent
Amtrak
10.2012 - 11.2013
BACHELOR OF ARTS - COMMUNICATIONS
CHEYNEY UNIVERSITY OF PENNSYLVANIA
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