Dylan King Email & Phone Number

• Directly manage a team of 5 or more non-unionized Customer Care Coordinators
• Attend high level meetings(Risk Assessments, Deficiency reviews) and add input to ensure safety and the best customer journey possible
• Plan and manage Major Track Closures – Scheduling staff, ordering and deploying static signage, drafting LED board messaging, liaising with internal and external stakeholders, participating in touch base meetings.
• Hold weekly team meetings to provide overviews of upcoming events and to participate in an open round table with all staff members
• Hold monthly one on ones with staff members to provide direct one on one coaching and open discussion
• Oversee day to day operations and deploy staff, as necessary, to mitigate safety and customer journey concerns

• Investigate stations under constructions to ensure passenger, staff, and contractor safety
• Work with the Passenger Services Team Leads and the Control Centre to assist in daily operations, when necessary
• Assist in service recovery(Trespasser incidents, equipment issues, etc.)
• Engage with customers to notify them of any upcoming changes and to address their concerns/complaints
• Member of a weekly Change Readiness group with various departments of Metrolinx to ensure current, and future, service is economical for the company and is meeting the needs of our customer
• Assist in passenger wayfinding

• Managed serialized ticket stocks
• Managed large cash floats and bank deposits
• Completed daily inspections of set stations
• Opened and closed stations
• Provided wayfinding assistance
• Sold tickets, PRESTO cards, and any other required fare media

Whitby, Ontario, Canada

• Created weekly staff schedule
• Completed food and equipment ordering
• Audited safe float and food expiration twice daily
• Oversaw a team of 1-8 staff and 1-8 drivers on a daily basis
• Ensured daily labour costs were within the defined sales limits
• Cashed out delivery drivers upon completion of their shift

Whitby, Ontario, Canada

• Completed customer orders
• Maintained the cleanliness of the facility
• Assisted with opening and closing the store, when assigned
• Assisted drivers with prioritization
• Ensured necessary prep was completed for the next day