Andy Chow Email & Phone Number

Toronto, On, Ca

Toronto, On, Ca

Toronto, Ontario, Canada

· Union Station Rail Corridor (USRC) Construction Management· Manages a team of Construction Specialists· Workforce and performance management· Manage human resources· Ensures construction projects are compliant with Occupational Health and Safety Act (OHSA) , Metrolinx Construction Safety Management Program (CSMP), Metrolinx General Engineering Instructions (Mx GEI), and Canadian Rail Operating Rules (CROR)· Incident Command in incidents relating to USRC construction projects· Joint Health and Safety Committee (JHSC) – Management Member (co-chair)

Toronto, Ontario, Canada

· GO Expansion On-Corridor & Union Station Rail Corridor (USRC) Construction Management· Overseen the safe delivery of construction and maintenance projects within USRC· Led and perform reviews of construction and maintenance related work plan methodologies, risk assessments, and activities to ensure compliance with Occupational Health and Safety Act (OHSA) , Metrolinx Construction Safety Management Program (CSMP), Metrolinx General Engineering Instructions (Mx GEI), and Canadian Rail Operating Rules (CROR)· Conduct and support incident investigations with supporting documentation· Cross-functional collaboration to ensure workplace safety and efficient program delivery: ONxpress, On-Track Alliance, Third Party projects, Rail Corridor Maintenance projects· Perform site inspections, audits, and identify and mitigate high risk activities· Incident Command in incidents relating to USRC construction projects· Joint Health and Safety Committee (JHSC) – Worker Member

Greater Toronto Area, Canada

· Customer Service and Facility Supervisor responsibilities coincides with this position, in addition to:· Managed human resources: Facility Maintenance staff (ATU) – 51 employees· Overseen and managed grounds maintenance ·· Union Station, GO Transit stations and parking lots, Park and Rides’ parking lots, Bus Terminals ·· Winter maintenance, repairs, landscaping, preventative maintenance ·· Vendor management· Investigated and addressed all safety concerns and complaints pertaining to grounds maintenance· Led Station Services Facility Operations - Union Station Bay Concourse readiness· Developed and implemented Lean principles: operational improvements

Toronto, Canada Area

· Customer Service Supervisor responsibilities coincides with this position, in addition to:· Managed human resources: Facility Maintenance staff (ATU) – 35 employees· Managed and supervised daily facility operations and supported customer service operations· Facility management: Union Station, Union Station Bus Terminal, UP Express, 32 Metrolinx leased offices· Ensured inspections, preventative maintenance, and repairs are completed by staff and vendors· Managed and/or supported Metrolinx projects at Union Station and corporate offices· Investigated and resolved fire alarm activations at Union Station ·· Emergency management, Union Station evacuation, and coordinating with stakeholders· Developed and implemented facility supervisor procedures and station operating procedures· Oversight of staff and contractors completing applicable training programs· Reviewed contractor work plan methodologies and risk assessments to ensure compliance· Managed winter maintenance program· Investigated and mitigated all safety concerns and complaints· Vendor management: janitorial, elevator maintenance, winter maintenance, fire and life safety, Uninterruptible Power Supply (UPS) systems, automatic sliding doors, and landscapers· Managed Union Station fleet vehicles and assets· Joint Health and Safety Committee (JHSC) – Co-Chair – Management· Led Station Services Facility Operations - Union Station Bus Terminal & Union Station platform readiness· Chaired Union Station Water Ingress Committee· Accomplished goal of reducing workplace injuries: 4.1 to 2.9 LTIFR· Accomplished goal of increasing employee satisfaction: 65% to 74%

Toronto, Canada Area

· Managed and supervised daily customer service operations and supported facility operations· Managed human resources: Customer Care Coordinators and Station Attendants (ATU) – 72 employees· Workforce and performance management· Resolved and managed conflicts among unionized and/or management employees· Managed progressive discipline for staff not adhering to company policies and/or work performance ·· Investigated and provided supporting documentations ·· Absenteeism, subordination, certifications, job responsibilities, unprofessional behaviour· Investigated and completed employee injury incident reports with supporting documentations· Cross-functional collaboration with Metrolinx Health and Wellness and WSIB teams to support staff· Led front-line staff through organizational change· Coordinated the provision of tickets sales, refunds, audits, and other support services· Managed, prepared, coordinated, and executed for planned and unplanned events: crowd management ·· Service disruptions, service recovery, sporting events, and medical emergencies· Led Station Services in ensuring a positive customer experience through construction projects· Developed and implemented supervisory procedures and station operating procedures

Toronto, Canada Area

· Led, communicated, and delegated duties to the Customer Care Coordinator team on a daily basis and during planned and unplanned events and service disruptions· Onboarding new hires; coached, mentored, trained· Developed and implemented Customer Care Coordinator procedures· Developed and implemented tracking system to manage central region inventory of system schedules and timetables: inventory management and analytics· Managed central region Customer Input Tracking (CIT): ·· Identified, investigated, and mitigated all incoming complaints/inquiries ·· Compiled, summarized, and analyzed monthly/yearly reports (CIT) for central region· Attended medical emergencies and investigated any injuries that customers may have sustained: Prepared and completed incident reports with supporting documentations· Monitored and ensured the safe and timely provision of rail and bus services to customers: Crowd management at Union Station and Union Station Bus Terminal. Develop and communicate alternate travel options for passengers during service disruptions· Ensured passengers and passengers with disabilities were assisted with the utmost care in and around Union Station while maneuvering around construction zones· Resolved customer inquiries/complaints on GO Transit services and escalated Presto card related issues· Ensured operational staffs have up-to-date information to provide to passengers: Service changes, tariffs related to GO Transit, and interline bus company schedule

Greater Toronto Area, Canada

· Selling tickets and Presto cards· Educate passengers on GO Transit services and the use of Presto cards· Resolving and/or educating passengers with Presto related issues· Maintaining related records, tickets, and cash floats· Conducting safety checks at GO Transit stations· Maintaining station cleanliness· Maintaining and ensuring the Lost and Found department operated efficiently: Data entry, preparing unclaimed lost items for donation, compiling and summarizing monthly reports/data of lost items, coordinating with rail/bus operations to assist customers in retrieving high value items· Responding to customer inquiries, complaints, and/or concerns to ensure excellent customer satisfaction· Providing correct and detailed information to passengers during major service disruptions· Providing detailed directions to passengers to get through the construction zones safely at Union Station

Toronto

· Responsible for the business performance: Monitored revenue and expenditures to maximize profitability; increase profit margin· Handled and balanced cash control, debit and credit transactions; bookkeeping· Managed human resources and the performance and development of staff· Workforce Management and coordinating workloads· Inventory Management· Ensuring preventative maintenance are performed· Preparedness daily operations and ensuring cleanliness· Overseeing kitchen responsibilities and service in the dining room· Resolving customer discrepancies