Summary
Overview
Work History
Education
Skills
Timeline
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Raylene Rampersad

532 Midland Avenue Toronto,Ontario

Summary

I am a highly motivated, customer experience-driven professional. I pride myself on going above what is expected to ensure our customer's experience is exemplary. I possess over 16 years of high-level customer satisfaction, including 11 years in the transit industry. I am committed to effectively working alongside my colleagues to ensure customer satisfaction.

Overview

13
13
years of professional experience

Work History

Team Lead, Station Customer Services

Metrolinx
12.2023 - 03.2024
  • Fostered a positive work environment by utilizing teamwork, open communication, and employee recognition.
  • Collaborated with various departments to successfully execute unprecedented all night New Year's Eve service.
  • Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Established myself as an effective leader while overseeing day to day operations at one of the busiest transportation hubs in North America

Customer Care Coordinator

Metrolinx
03.2022 - Current
  • Increase customer satisfaction by mitigating risks at various stations and by doing so, drive CSAT scores up
  • Problem solve and communicate with internal and external customers regarding customer needs, schedules, PRESTO, and station services.
  • Address customer complaints and concerns and reduce dissatisfaction by employing timely and practical solutions to promote high-level customer satisfaction.
  • Complete on going station inspections to alleviate potential risks and loss to CSAT scores
  • Attend high level construction meetings with various departments and contractors to protect the customer journey and experience
  • Promote self serve fare options increase KPIs and enhance customer experience.
  • Streamline communication between the Network Operational Control, Management teams and Station Ambassadors to alleviate impact of service disruptions
  • Maintain detailed MySafety reports to lessen risk and reoccurrence and assist with any further investigation.
  • Ensure Station Ambassadors are equipped to provide a positive station experiences for customers.

Station Ambassador

Metrolinx
01.2011 - 03.2022
  • Increased customer self-serve purchasing utilizing Ticket Vending Machines, Add Value Machines, PRESTO, Contactless payment options, as well as electronic tickets
  • Performed customer PRESTO investigations as the first point of contact, ensuring ongoing customer satisfaction and drive CSAT score.
  • Ensured the safety of passengers, employee and GO Transit property increasing CSAT.
  • Performed general cleaning as well as high touch point cleaning of the station building to ensure safe use for internal and external customers
  • Effectively managed numerous phone calls, walk-in customers, and emails promptly to ensure I provide high-level customer service to external and internal customers.
  • Cohesively worked alongside Team Leads, Managers, IT and IT contractors to modernize and improve the Lost and Found database for internal customers
  • Instrumental in developing the public Lost and Found form and web page and ensured seamless collaboration with the database

Education

GO Transit
Toronto, ON

Certified Roots of Empathy Instructor -

Roots of Empathy
Toronto, ON

High School Diploma -

Birchmount Park Collegiate Institute
Scarborough, ON

Skills

  • Customer skills excellence
  • Key holder experience
  • POS systems experience
  • Revenue accountability experience
  • Professional communication
  • One stop customer complaint resolution
  • Organization and time management
  • Teamwork
  • Collaboration
  • Leadership
  • Critical thinking
  • Competent with Microsoft 365

Timeline

Team Lead, Station Customer Services

Metrolinx
12.2023 - 03.2024

Customer Care Coordinator

Metrolinx
03.2022 - Current

Station Ambassador

Metrolinx
01.2011 - 03.2022

GO Transit

Certified Roots of Empathy Instructor -

Roots of Empathy

High School Diploma -

Birchmount Park Collegiate Institute

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Raylene Rampersad