Rewards and Recognition October 21, 2016 winners

Customer Service Award

Recognizes employees who consistently demonstrate an exceptional commitment to the TTC’s goal of delivering excellent customer service.

Jeff Baker and Mark Bingham - Operators – Roncesvalles Division

First on scene at a serious car crash and contacted CIS promptly.
Mark attended to a severely injured person with CPR, potentially saving their life.
Assisted TTC passengers with directions while road was closed due to collision.

Tammy Bishop - Operator – Birchmount Division

Activated an emergency alarm on the train and provided excellent customer service by safely offloading the train and by guiding TTC and emergency personnel to the customer in distress.
Quick thinking while remaining calm in a stressful situation played a key role in the response to the situation.
Warm towards all passengers and a genuine person.

Delmas Brown - Station Collector, Stations

Questioned customer who had entered and exited Lawrence West station multiple times.
Learned the woman was suicidal and followed procedure to report situation and assist woman by remaining with her until TPS arrived.
Continuously demonstrates willingness to provide excellent customer service with friendliness and a calm demeanour.

Daniel Clavette - Operator – Birchmount Division

Had a backpack turned in and followed procedure to look for identification and notify CIS.
In total, there was $50,000 cash in the backpack, which was left by a customer who had lost his mother and was in the process of making funeral arrangements.
Successfully reunited the backpack with its owner, demonstrating honesty and integrity. Overall, a respectful, polite and customer-service-oriented employee.

Jeff Cole - Executive Communications Representative – Customer Service Centre

Always calm, patient and focused in handling the most complex customer complaints.
Provides thoughtful, accurate, timely responses and prevents issues from escalating.
Offers advice and guidance to colleagues and always takes the time to listen, provide suggestions and manage a busy workload.

Jonathan D’Souza - Track Patroller – Subway Infrastructure

Acted quickly to save the life of a distraught customer at Main Street Station who attempted to jump to track level.
Noticed the customer was in distress and acted to engage her in conversation to ensure her safety.
Acted as a role model with quick thinking and good judgment, preventing a potentially catastrophic incident.

Pat Ferraro - Track Patroller – Subway Infrastructure

Acted quickly to save the life of a distraught customer at Main Street Station who attempted to jump on to track level.
Noticed the customer was in distress and acted to engage her in conversation to ensure her safety.
Acted as a role model with quick thinking and good judgment, preventing a potentially catastrophic incident.

Roger Fitzpatrick - Route Supervisor – Arrow Road Division

Provides excellent customer service to customers and Operators alike and has received numerous commendations for his ability to keep people calm and provide support.
Ensured a customer having an epileptic seizure was alright and connected her with family members.
Helped create a more supportive environment and increase morale amongst Operators and Supervisors.

Donovan Lee - Rail Vehicle Analyzer – Rail Cars and Shops

Takes initiative to help customers while on and off duty.
Goes above and beyond his regular responsibilities to help everyone from the elderly, to pregnant mothers with strollers.
Regularly leaves customers smiling whenever he interacts with people.

Heather Sanford - Operator – Arrow Road Division

Learned that a group of 100 American students in Toronto for a Muslim interscholastic sports tournament would be at Downsview Park past the last bus run.
Called CIS and offered to stay past the end of her shift in order to drive students back to station after the tournament.
Actions demonstrate she is an excellent TTC ambassador, which prompted media coverage of the story on Citytv with the tournament organizer interviewed stating she “went above and beyond.”

Johannes Scherpenberg - Route Supervisor Trainee – Eglinton Division

Encountered male in wheelchair who looked dehydrated and ill.
Assisted customer by offering him water and advised Eglinton Division to call EMS.
Went above and beyond to demonstrate TTC employees care by ensuring customer safety and well-being.

Cortelle Willis - Building Serviceperson – Station Janitors

Great customer service ambassador for the TTC.
Readily and happily provides assistance to customers, including directions and lost articles.
Goes above and beyond his duties to assist in cleaning areas of the station outside his own area of responsibility.

Shawn Wood - Operator – Malvern Division

Observed elderly male leaning off rail over the highway.
Advised Transit Control and approached male to convince him to climb back to safety.
Provided shelter for the male on his bus until police and ambulance services arrived.

Chris Upfold – Deputy CEO and Chief Customer Officer
Gemma Piemontese – Chief People Officer
Brad Ross – Executive Director, Corporate Communications