Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samantha Morrison

Burlington,ON

Summary

Hardworking and motivated Operational Manager with 15 years of experience in the public transportation industry. Solid history balancing performance, customer service targets and business objectives. Dedicated to working closely with internal and external stakeholders, partners, contractors and vendors to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.

Overview

11
11
years of professional experience

Work History

Manager, Operational Readiness

Metrolinx
Toronto, ON
02.2022 - Current
  • Oversaw the implementation of management plans and programs through facilitation and consultation with stakeholders
  • Advised on the development of communication with partners, stakeholders to ensure balance between customer service levels and operational plans.
  • Through auditing and monitoring functions, ensured contractor compliance with agreement terms and conditions both contractual and regulatory, governing the delivery of transportation services
  • Researched, recommended, developed new LRT standards, procedures, specifications and processes, ensures integration across the department and affected business units
  • Assisted in the implementation of policies and standard operating procedures to optimize productivity through standardization.
  • Managed and directed consultants to define governance roles responsibilities, and expectations
  • Assisted in the management of service delivery schedules and operational plans in compliance with LRT service strategies and strategic plans
  • Coordinated and led meetings with internal team members, consultants and contractors.
  • Assisted in developing and implementing different workflows and communication processes.
  • Collaborated with stakeholders to gain complete understanding of project goals and objectives.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.

Rail Traffic Controller

Metrolinx
Oakville , ON
01.2021 - 02.2023
  • Managed and coordinated critical network operations ensuring the safe and efficient movement of trains throughout the Metrolinx rail service network and territory.
  • Maintained an on-going awareness of the operation, equipment and signals, operating manuals, and Train Control applications.
  • Ensured on-track forces received the maximum available time to safely perform maintenance work and inspections while avoiding delay to scheduled train movements.
  • Managed emergency situations and other unexpected events by coordinating emergency responses and communicating service status updates to internal stakeholders (e.g. Rail Operations, Transit Safety, and Station Operations) and to external stakeholders (e.g. other rail operators and customers) during service recovery, adjustments, and delays.
  • Reported safety issues, unsafe conditions, and suspected security breaches that may occurred throughout the network to the appropriate authorities to mitigate corporate risk.
  • Coordinated emergency responses and communicated/coordinated within Metrolinx procedures to implement corrective action in response to major emergency situations.
  • Supported corporate objectives of growing service capability and customer satisfaction.

Operations Controller - Situational Report Writer

Metrolinx
Oakville , Ontario
02.2020 - 01.2021
  • Developed incident and special reports arising from train service activities such as equipment malfunctions, vehicle accidents, fatalities, delays and employee or passenger injuries for analytical and key performance indicators.
  • Liaised with External stakeholders, Customer Protective Services, Station Operations, other internal and external staff and rail operators during service recovery, emergency incident management to relay service status updates.
  • Provided expertise in the development of internal policies, procedures and processes for NOC dispatch operations and participates in the development of performance measures, targets and program deliverables.
  • Provided timely information and communication to internal stakeholders in other operational areas not located within NOC to inform and request assistance for various service related issues
  • Demonstrated leadership by making improvements to work processes and helping to train others.

Transit Control Dispatcher

Toronto Transit Commission
Toronto , ON
08.2013 - 01.2020
  • Received phone calls via telephone, radio and Communication and Information System (CIS) consoles to determine the nature and urgency of an occurrence
  • Communicated with emergency response personnel (e.g police, fire and other emergency agencies) to expedite the resumption of service
  • Communicated emergency and ongoing service disruptions to all levels of Management and as the TTC Chair and Board
  • Upheld and supported safe operation of commission vehicles in line with TTC policies, procedures in relation to the Highway Traffic Act
  • Mediated and mitigated conflicts between employees and departments
  • Provided world class customer information on service delays using several media channels including social media, subway information screens and the TTC website
  • Created, updated and distributed daily CSS headway, Service Snapshot, Daily Key Performance Indicator reports
  • Understanding and familiarity with various legislations and Acts including Ontario Human Rights Code, Collective Agreements, Employment Standards Act, Accessibility for Ontarians with Disabilities Act, Occupational Health and Safety Receiving phone calls via telephone, radio and Communication and Information System (CIS) consoles to determine the nature and urgency of the occurrence

Education

Court Support Services Certificate Court Support Services Certificate - Law

Durham College
Oshawa, ON
04.2011

Skills

  • Strong multitasking, time management and organizational skills
  • Project Planning and Management
  • Excellent analytical, investigative and problem-solving skills
  • Staff experience with exposure to a broad range of operational activities
  • Ability to work well under pressure and accommodate a quick shift in focus
  • Excellent computer skills with a high level knowledge Microsoft Word, Excel, PowerPoint, Outlook
  • Exceptional verbal and written communication skills
  • Aptitude for leadership and team building, including organizing people and ideas
  • Knowledge of LRT/railway corridor and subway infrastructure
  • Knowledge of Contract Law and standard contract forms and the Occupational Health and Safety Act
  • Knowledge of Human Resources legislation (eg Employment Standards Act, Occupational Health & Safety Act, etc) to monitor and manage employees and contractors, including experience in the application of collective agreement provisions

Timeline

Manager, Operational Readiness

Metrolinx
02.2022 - Current

Rail Traffic Controller

Metrolinx
01.2021 - 02.2023

Operations Controller - Situational Report Writer

Metrolinx
02.2020 - 01.2021

Transit Control Dispatcher

Toronto Transit Commission
08.2013 - 01.2020

Court Support Services Certificate Court Support Services Certificate - Law

Durham College

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