Amber WInn

Station Supervisor

Toronto Transit Commission

06.2017 - Current

Back filled intermittently over the past five years as a Duty Station Manager
Manage the daily TTC customer services operations at assigned locations, ensuring quality and consistent customer experience, satisfaction, cleanliness, and safety at Stations.
Liaise with Facility Operation teams to ensure stations are kept in good state of repair and all building and safety requirements are maintained and up to code.
· Oversee service quality at stations to maintain KPIs, customer satisfactory experiences for passengers and incorporate customer feedback into stations' operations.
· Monitor performance of information systems to provide accurate and timely data pertaining to service delivery and planning activities.
· Implement service disruption recovery plans while communicating with Transit Control team to maintain service reliability, expedite service and minimize delays.
· Monitor delivery of communications during major service disruptions and recovery incidents.
Ability to support the development of an optimized service model(s), including standards and policies, to meet changing business needs, maximizing visibility and effectiveness while driving service quality excellence, and ensuring customer and staff safety.
Lead, support and provide risk assessments for special events, critical incidents and station closures.
Foster strong relationships with station staff, unionized employees, understand their needs, and provide training, guidance and support.
Build personalized relationships with customers and stakeholders to foster a sense trust, enhancing the overall customer experience and ability to trouble shoot and problem solve.
Manage the delivery of customer services to provide effective customer engagement at stations; address operational inefficiencies and implement quality control measures.
· Maintain a positive and inclusive work environment that provides employees with the tools and resources to do the job.
· Directly oversee and lead employees in a large work group, working closely with admin team on the preparation of staff shift schedules for proper coverage of a 24 hour/7-day operation.
Monitor and review staff performance to determine training needs, corrective measures and develops interchangeable roles and opportunities amongst staff