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 during the impacted service day(s)• 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• Verify that staff have completed assigned inspections/tasks and provide support where necessary

• 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• Work with Station Signage group and Capital Project Group to provide easy and clear signage at GO stations/Metrolinx property• Draft and provide a briefing for all staff in Operations during planned service disruptions • Create or assist in creating various documents as necessary such as feedback forms, Standard Operating Procedures, and new external and internal resource pages• Help organize and run various community events/outreaches, in coordination with the internal Community Engagement team, with various groups such as the Abilities Centre and March of Dimes• Directly help Metrolinx reach Key Performance Indicator(KPI) goals such as On Time Performance and Lost Time Injury Frequency Rate by actively visiting stations and reporting/correcting items of concern immediately• Engage in frequent “Face to Faces” with Station staff to gather information about station projects and to help address concerns

• 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• Ensured stations/property were clean • Made announcements to inform passengers about service delays• Kept a daily log of all activities • Completed PRESTO refunds and ticket upgrades• Tagged and electronically logged Lost and Found items• Completed bus driver sale cash ins

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• Opened and closed the store• Completed customer orders• Maintained the cleanliness of the facility• Engaged with area General Manager about upcoming promotions and inspections to ensure staff were aware.• Provided training to new hires• Completed a daily log

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