Christopher Baker
Oshawa,ON
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 10 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
11
11
years of professional experience
Work History
Community Ambassador
Durham Region Transit
05.2023 - Current
- Support DRT community and employee engagement activities.
Including events, change management initiatives, public relations campaigns, and passenger information initiatives and programs. - Attend meetings and training as required to maintain up-to-date knowledge.
- Detailed understanding of changes to DRT services, fares, processes, technology, customer/passenger and bus operator policies, procedures and expectations, and other programs or initiatives impacting employees, customers/passengers.
- Attend and deliver presentations at community engagement events, special events, trade shows, institutional visitations, and other public transit forums as required; answer passenger inquiries and provide the appropriate DRT information and promotional materials.
- Provide assistance and support to community liaison or representatives.
- Provide in-person support for passengers at stations, platforms, stops, on in-service buses, and at other locations across the transit network.
Including major detours, road closures, special events, and during service changes periods, by responding to inquiries, escalating issues internally for resolution, or resolving passenger concerns where appropriate. - Document feedback and observations.
- Demonstrate tools and technology available to assist customers.
- Provide in-person customer service while travelling bus routes and at transit facilities.
- Deliver travel training on specific routes/services to all DRT customers.
Operations Clerk (Relief)
Durham Region Transit
07.2020 - 05.2023
- Greet DRT Operators and visitors professionally and provide friendly, knowledgeable assistance
- Provide quality clerical support through data entry, document management and email correspondence
- Attend meetings and training as required to maintain up-to-date knowledge and detailed understanding of changes to DRT services
- Record requisitions into Financial Information Management Systems (FIMS) according to Finance guidelines and processes
- Produce reports and conduct data reconciliation for GFI
- Provide internal support by assessing staff needs and requests and ensuring prompt response and/or transfer of calls to appropriate personnel
- Maintain divisional files and coordinate record management (purging and maintenance) in accordance with DRT policy
- Prepare cash transfer documents, observe cash pick up
- Prepare daily lost and found transfer.
Customer Service Representative
Durham Region Transit
09.2016 - 05.2023
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answer customer calls with minimal wait times, managing up to 90 calls per day
- Offer assistance to customers, identifying solutions to varying situations
- Document customer interactions into our Customer Relationship Management (CRM) system and referring incidents to management when appropriate
- Attend and deliver presentations at community engagement events; answering passenger inquiries and provided appropriate DRT information and promotional material
- Deliver travel training on specific routes to DRT customers
- Deliver DRT fare media to point of sale locations and provided up-to-date information regarding changes to DRT services
- Provide training to DRT and Point of Sale staff
- Invoice customers and third parties for services rendered.
Conventional Operator
Durham Region Transit
08.2013 - 09.2016
- Transported passengers safely according to DRT's routes and schedules while following DRT's Safety Policy
- Operated assigned transit vehicles in a defensive manner
- Collected proper fares while ensuring validity of transfers and passes
- Provided information and assisted passengers in a courteous manner
- Was responsible to comply with DRT policies with regards to rules, regulations, and safe working practices
- Contacted Transit Control Centre to report vehicle issues and other problems
- Assisted distressed passengers and notified Transit Control of bus location and passenger status
- Worked flexible hours; night, weekend, and holiday shifts.
Education
Certificate - Pre-Service Firefighter Education and Training
Durham College
Oshawa, ON08.2011
Certificate - General Arts and Sciences - Pre-Health
Durham College
Oshawa, ON08.2010
Skills
- DRT customer sales and support
- DRT policies and procedures
- Administrative and clerical support
- Event planning
- Preparing and presenting DRT information
- Excellent written and verbal communication
- Time management and organization
- Conflict resolution
- Active listening
- Microsoft Office
- Adobe Acrobat
- CZ driver's license
Languages
English
Elementary
Timeline
Community Ambassador
Durham Region Transit
05.2023 - Current
Operations Clerk (Relief)
Durham Region Transit
07.2020 - 05.2023
Customer Service Representative
Durham Region Transit
09.2016 - 05.2023
Conventional Operator
Durham Region Transit
08.2013 - 09.2016
Certificate - Pre-Service Firefighter Education and Training
Durham College
Certificate - General Arts and Sciences - Pre-Health
Durham College
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