1. Aretha M. McDonald
363 West 30th
Street # 4D
New York, NY 10001
(917)250-8177
arethamcdonald@aol.com
Objective: To obtain a position that will utilize and further develop my skills for
advancement.
Work Experience
11/2009-Present First Transit Queens, NY
Customer Information Agent
• Respond to customer inquiries and needs in a timely manner. Communicate and
understand customer issues related to their transportation services. Resolve
problems by working with the carriers dispatchers. Process route openings,
insertions, extensions and issue resolutions. Authorize trips outside of Access-a
Ride services when necessary. Schedule and confirm trips with black car service
to provide alternative rides for passengers. Use Adept computer system to retrieve
scheduled information use to reference material quickly and accurately determine
the best method to assist the customer. Provide excellent customer service.
2/2007-3/2009 MTA/Good Temps Queens, NY
Customer Service Specialist/EDU Dept.
• Processed applications and status changes for new and existing Access-a-Ride
applicants. Troubleshoot and resolve customer service issues pertaining to
Access-a-Ride policies and procedures relating to their eligibility. Worked with
management on side projects to ensure customer satisfaction. Provide various
clerical duties including faxing, scheduling appointments for the assessment
center, correspondence and data entry. Assist with the printing and scanning of
Access-a-Ride identification cards.
7/2003-11/2005 PSCH Queens, NY
Direct Care Counselor
• Worked with people with disabilities and chronic mental health issues. Provide all
aspects of care to the disabled to ensure them to be independent and productive
individuals including socialization, community integration, recreation, grooming
and nutritional planning. Drove residents to day treatment programs daily and
escorted them on medical appointments and follow-up on any
aftercare/recommendations for treatment. Responsible for monitoring and
recording resident’s progress on daily checklist, quarterly summaries on behavior
and performance, and perform monthly goals for each individuals.

2. 2/2000-5/2003 The Supporting Cast Queens, NY
Clerical Associate
• Answered multi-lined switchboard and routed calls to various departments.
Handled inbound and outbound mail including Fed-Ex and UPS shipments. Kept
track of new vendor accounts and upgraded existing ones. Maintained quality
control/satisfaction records of company’s overall performance. Performed data
entry and billing tasks.
4/1995-12-1999 Dart Courier Queens, NY
Customer Service Representative
• Performed data entry and answered multi-lined switchboard. Answered client’s
inquiries regarding products and services. Trouble-shoot any problems that may
arise within the clients account. Monitor and track purchase orders including
billing and shipping. Performed general office duties including correspondence,
faxing, and filing.
Education Queens, NY
William Cullen Bryant H.S.
References are available upon request