With Compliments Archive

Rewards & Recognition Spring 2018

7/18/18 6:12 PM

Customer Service Awards


Joe Amaral
Vehicle Repairperson
Rail Cars and Shops
> Joe consistently displays a keen awareness of how his efforts affect the customer experience. He is an inspiration to his peers and is committed to provide safe and reliable service.
> He initiates solutions with his Forepersons in response to issues regarding safety and housekeeping.
> Joe seeks feedback on the quality and progress of his work, contributing to improved results and serves as a benchmark of excellence and customer service. He inspires others to achieve their full potential.

De Los Santos

Caressa De Los Santos
Lakeshore Division
> Caressa has wonderful people skills and is very polite with customers.
> One example of her excellent customer service was when she ensured a customer had an alternate Wheel-Trans pickup when their bus broke down.
> Caressa’s words and actions have an impact on her customers and her team. She treats others with respect and dignity and is a true professional at all times.


Jose Falcones
Carhouse Helper
Rail Cars and Shops
> Jose was working at Sheppard Station when a homeless male customer was distraught after losing his bags.
> He spoke with the customer in a calm manner and was able to help him settle down until a Supervisor arrived. Jose located the bags and returned them to the customer.
> Jose always treats customers with respect and assists in any way he can. In this particular instance, he went above and beyond expectations in helping the customer.


Diana Francis
Route Supervisor
Wilson Division
> Diana took control of a phone call placed to Wheel- Trans Dispatch Centre from a hysterical customer who was in a state of panic.
> She remained calm and found a way to connect with the customer by asking her questions to comfort her. In a few short minutes, Diana built a rapport with the customer, who then followed her detailed instructions, potentially preventing a serious incident.
> Diana is constantly seeking ways to improve processes and always goes above and beyond to ensure excellent customer service.


Patricia Gale
Queensway Division
> Patricia consistently provides outstanding frontline customer service. She has received over 50 commendations to date.
> One example was for when she helped a customer with a wheelchair out of the snow and lifted her onto the bus so she could get home safely.
> Patricia’s impact is clearly demonstrated by the commendations she has received. She shows a genuine commitment to providing excellent customer service and is an ambassador for the TTC.


Frank Kirk
Track Patroller
Subway Infrastructure
> Frank was performing his Track Patroller duties when a distraught female approached him at Islington Station and stated she was planning to harm herself.
> He guided her away from the platform to the mezzanine level, where he offered to buy her a beverage and sit to talk with her. The female was grateful and complied.
> Frank then contacted Transit Control to explain the situation and stayed with the female until emergency services arrived. The impact of his actions potentially saved the life of a customer and he regularly shows exemplary interactions with the public in various situations.


Paul Leow
Danforth Division
> Paul makes it his duty as a Station Collector to personally greet every customer who walks through his crash gate, acknowledging all  with a greeting. With his positive attitude, he has created a fun loving yet professional work environment.
> When Paul is off duty, he is asked for by customers. He has received numerous commendations and his absence changes the work environment as he spreads positivity when he is at work.
> Paul remembers the names of many of his customers and greets people with a smile. He is always quick to assist others and has a strong desire to raise the bar for the TTC’s standard of customer service.


Jonathan Mott
Mount Dennis Division


Umang Patel
Operations Control Centre
> Umang and Jonathan demonstrated great teamwork in providing excellent customer service when they worked together to ensure a seven-year-old boy was safely reunited with his school after he took the wrong bus.
> Jonathan noticed the boy got on his bus and was travelling alone. Once he ascertained the boy was on the wrong bus, he called into the Operations Control Centre and a decision was made by Umang to take the boy directly to school.
> Jonathan walked the boy to his class and ensured his father was notified that his son was safe. Both employees demonstrated how valuable the TTC is to the city of Toronto in providing excellent customer service and ensuring the safety and well-being of our customers.


Cassandra Romain
Arrow Road Division
> Cassandra was operating the Sheppard West night bus when she observed three young women outside not dressed properly for the cold weather. She stopped the bus to find out if they were alright and offered them shelter as it turned out they had been robbed and were stranded.
> The three females were able to make it home safely thanks to Cassandra, whose keen observation and actions prevented any further harm.
> Cassandra’s caring attitude and prompt decisive actions demonstrate her genuine commitment to providing excellent customer service as an ambassador for the TTC.

Safety Awards


Derek Allan
Danforth Division
> Derek was waiting at a bus stop at 5 a.m. with three other employees when they were approached by an intoxicated individual who tried to start a fight. His colleague was punched by the instigator, who then pulled out a knife.
> Derek grabbed the suspect and pinned him to the ground, preventing any serious injury to his co-workers. The suspect was arrested and it was later discovered that he had attempted to rob someone earlier the same morning.
> After the incident, Derek went on to identify and share ways for employees and customers to avoid similar situations.


Gajanth Ganeshwaran
Customer Service Agent
> Gajanth encountered a customer who appeared to be in distress. He approached the customer and was able to convince them to rethink their actions.
> His kindness helped to potentially save a life. He took the initiative to assist the customer, using his training to talk them down with genuine empathy.
> Gajanth is a team player with a positive attitude and excellent work ethic.


Christopher Grant
Danforth Division
> Christopher was with a group of employees when they were approached by an intoxicated individual who started to threaten their female friend.
> He stepped between the suspect and female TTC employee and de-escalated the situation when the individual took out a knife.
> Christopher’s calm, professional behaviour mitigated the situation until police arrived. He was then able to provide suggestions on how to prevent similar situations in the future to help other TTC employees.


Louise Holloway
Station Supervisor
> Louise went above and beyond when she helped to calm a female customer who was in emotional distress at Bloor Station.
> Louise recovered a knife from the female, ensuring the safety of everyone in the busy subway station. She then remained with the customer until police and paramedics arrived, staying by her side while the woman was evaluated.
> Louise fosters a culture of health and safety at the TTC by taking her time to mentor new Supervisors in best practices and by debriefing after incidents involving safety, to allow for a culture of constant improvement.


Clifford Howatt
Malvern Division
> Clifford observed a young boy travelling alone and could tell that something was wrong. He was able to ascertain that the 12-year old boy didn’t know where he was going.
> He followed the proper procedures and called Transit Control, who notified police. As it turned out, the boy had been missing for eight hours and his parents had filed a report.
> Because of Clifford taking action and calling Transit Control, the boy was reunited with his caregivers. He went above and beyond his basic responsibilities to ensure a member of the public was safe.

Mahoney and Moscowitz

Jacob Mahoney and David Moskowitz
Special Constables
Transit Enforcement
> Constables Moskowitz and Mahoney were dispatched to Bloor-Yonge Station for a report of power failure at track level for unknown reasons. When they attended, they found the panels to the power cut stations were broken. Before having power restored, they requested video services to review CCTV footage of the platform to verify that the tracks were clear.
> When video services verified an individual had gone to track level and had not returned to the platform, the Constables located a male laying across the tracks between stations. They spoke with the male and apprehended him under the Mental Health Act and took him to a nearby hospital where he was treated.
> Jacob and David used their instinct and training to save a man’s life. They prevented a delay and investigation into TTC services.


George Mavrakis
Route Supervisor
Arrow Road Division
> George pulled a pedestrian to safety, when they were almost hit by a car sliding on ice. The poor road conditions that day resulted in a total of 9 collisions at Jane and Wilson alone.
> If not for his actions, the pedestrian could have been seriously injured, as the car was unable to stop due to icy conditions.
> George continued to monitor traffic until police arrived on scene. His constant monitoring of the intersection prevented other potential accidents and demonstrated his commitment to safety.


Dan Naccarato
Danforth Division
> When a female at track level was spotted near Warden Station, Dan opened his window to speak with her at track level, confirming she was in distress.
> Once power was cut he asked her to board the train. He offered her a bottle of water and sat with her until station supervisors and constables were there to assist.
> Dan’s actions reduced a service delay and more importantly prevented a potentially fatal incident. Dan regularly goes above and beyond to help others and consistently demonstrates a commitment to health and safety.


Jim Sasseville
Service Delivery Safety Manager
Office of the Chief Service Officer
> Jim initiated the Nova Summit, an open forum for JHSC members from Bus Transportation to discuss and investigate solutions to issues regarding the Nova bus.
> As a result of his openness to work with all stakeholders, the engineers announced a fundamental design change to the Nova bus sight lines.
> Jim provided a forum for Operators to develop potential solutions for the workforce. His inclusion of employees at all levels has led to design changes that will impact visibility and safety for employees and customers.

Innovation & Creativity Awards


Andrew Yeung
Mount Dennis Division
> Andrew wrote the Mount Dennis Survival Guide, a step-by-step instruction manual on each route, including all codes, cautions about dangerous sections and intersections, and current detour instructions.
> He ensures all new staff feel welcome and provides helpful suggestions through the group help app.
> Andrew makes himself available to answer questions and assists his colleagues. He ensures fellow Operators are safe and provides detailed route instructions, which is not a part of his job description. He instills confidence in new Operators and saves the TTC time and money as well as increased safety for customers.

Leadership Award


Renae Burrell
Change Management Consultant
Portfolio Management Office
> Renae has become an integral part of the Portfolio Management Office team as a Change Management Consultant and has worked to support the implementation of the new Project Management Plan.
>She is committed to support her group and has helped to create a positive team dynamic that has developed and flourished.
>Renae puts her heart and soul into doing her job right and inspires others to excel. She treats all team members with respect and is committed to the success of the group.


Mario Chinchilla
Track Maintainer Lead Hand
Streetcar Maintenance and Infrastructure
> Mario demonstrated his experience and skills when he designed anchor bases to align tracks with the Jaws of Life machine.
> He consistently demonstrates a positive attitude and patience through his leadership within the organization.
> Mario inspires others to work safely and responsibly. Even when dealing with challenging situations, he demonstrates a high level of patience and leadership.


Michelle Deluca
Queensway Division
> Michelle was off duty at home when a collision occurred involving a TTC bus and a private vehicle. Seven people, including a TTC Operator, were transported to the hospital.
> She didn’t hesitate and left home to assist immediately on her own time. Michelle comforted the Operator who was in shock, took the information of the witnesses and took photos of the damage.
> Michelle’s quick actions demonstrated leadership qualities as she took initiative and demonstrated that she cares about customers her fellow employees.


Marcela Garcia
Russell/Leslie Barns Division
> Marcela is involved with the recreation association at Russell Division and ensures her work environment is enjoyable for employees.
> She has a positive impact on the people she works with and helps to raise money for TTC’s recreational activities through breakfasts, barbecues and socials, including Stuff the Bus and Santa’s Streetcar.
> Marcela finds people’s strengths, encourages others to excel and enjoys giving back to the community. She is a kind and genuine person who ensures recognition is always given to the entire team, consults with her colleagues and is always open to new ideas.


Matt Hopkins
HR Strategy and Client Services Director
Human Resources
> Matt has demonstrated exemplary leadership during his time as Acting Director of Employee Relations. He has secured additional resources to fill service gaps and has addressed the need for additional office space.
> He has kept his group motivated with initiatives, including a commendations wall space and has gone above and beyond to provide additional resources for his staff.
> Matt encourages his employees to develop their skills and provides opportunities for development. He provides a supportive environment where his team is able to share ideas and offers feedback and encouragement.


Roy Lallkissoon
Senior Instructor
Training and Development
> Roy was instrumental in TYSSE training for over 3,600 employees. He went above and beyond to bring together vendors and employees, making TYSSE a great success.
> His work was directly linked to the extension opening on schedule and co-ordination efforts were completed on much of his own time. Roy was instrumental in saving the project approximately $1.2 million as a result of combining training programs and trainees.
> Roy was paramount in co-ordinating, scheduling and tracking the TYSSE trainings under tight timelines and is a role model to other employees.


Giuseppe Lombardi
Senior Instructor
Training and Development
> Giuseppe is constantly taking on new projects within the Training and Development team. He was instrumental in the “Bus Bypass Lanes” and the “Railway Crossing” instructional videos, which needed to be created in a very short time.
> He is the glue that holds the group together and is an excellent communicator with a high level of professionalism and integrity.
> Giuseppe has helped to create the department’s positive work environment. He is responsible for mentoring and coaching Instructors with the intent of ensuring everyone is accountable through positive reinforcement, compassion and empathy.


Nelson Neves
Deputy Construction Manager
> Nelson’s ability to motivate others to excel was a major factor in achieving the EC&E Customer Charter Commitments for 2017, including the completion of the Coxwell and Woodbine station elevators and second exit.
> He treats others with respect, dignity and courtesy in his interactions with stakeholders, employees and customers alike.
> Nelson encourages open discussion and feedback from team members. He engages in TTC social activities (United Way events and team building), is skilled at resolving conflicts and uses humour to reduce tension. He is a dedicated employee who looks out for the best interest of the TTC at all times.


Kashif Rafiq
Route Supervisor
Eglinton Division
> Kashif is patient, professional and always ensures that safety comes first. He calmly takes action in challenging situations and is able to communicate effectively with employees.
> He has a positive attitude, builds morale and motivates others to excel. Kashif has excellent communication skills, contributes to the team’s productivity and ensures the well-being of others.
> Kashif is always on top of route schedules. He ensures challenges are resolved efficiently, whether dealing with a system or weather related issue, unforeseen events on the roadways or mechanical equipment challenges.


Brian Sellwood
Divisional Assistant Manager
Arrow Road Division
> Brian is a TTC employee of 37 years who continues to demonstrate strong leadership qualities. He has played a key role in assisting with the opening of TYSSE and provided detailed information packages to ensure Operators were aware of the new stations and routing.
> He was instrumental ensuring a smooth transition of route changes and customer inquiries by arranging training and site visits.
> Brian is an active leader in the Honour Guard and has prepared, planned and efficiently executed the New Year’s Eve coverage at Transit Control. He demonstrates professionalism, ethics, integrity, an organizational commitment to the TTC as well as our customers, and is a role model to future Managers.


Jasvir Singh
Route Supervisor
Wilson-Subway Division
> Jasvir co-ordinates with various departments to ensure that service delivery is effectively met during closures. He ensures that all stakeholders are clear on responsibilities and his open communication helps with concerns and questions.
> He is fair, straightforward, open and sets a high standard for all members of the team, keeping in mind the impact of a closure on the customers.
> Jasvir has taken the initiative to improve service dispatch and has full support from divisional management. He has helped to strengthen the team by promoting inclusion and has fostered support and cohesion.


Michael Sosedov
Group Station Manager
Bloor Danforth East Zone
> Michael mentors employees at all levels in their career development. He assists with mock interviews, reviews resumes and provides advice and feedback.
> He provided support to the 2016 Employee of the Year as his Manager and mentor and he regularly encourages others to pursue their goals.
> Michael has had numerous employees progress into leadership roles due to his encouragement and assistance in professional development. He has a selfless attitude, a genuine interest in the well-being of his team and demonstrates strong leadership in customer service by responding to customer concerns promptly and with care.

Teamwork Award

Infrastructure Team

Infrastructure Team

Infrastructure Improvements Team
> The Infrastructure Improvements Team co-ordinated with numerous internal and external stakeholders in order to complete the project involving complex streetcar track improvements and Overhead Contact System (OCS) renewal on the Queensway and Humber Loop.
> They co-ordinated with two City-managed contracts and worked effectively with the contractor, consultant and TTC staff to ensure clear communications of goals, objectives and timelines which resulted in the success of the project.
> Stakeholders were regularly advised of the work progress and challenges were clearly communicated, leading to increased trust and a more cohesive team. This, in turn, resulted in time savings on negotiations and decision-making as well as a smooth and successful project.

Bryan Callaghan
Construction and Preventative Maintenance Supervisor
Streetcar Maintenance and Infrastructure

Jeff Collins
Surface Track Foreperson
Streetcar Maintenance and Infrastructure

David Crockford
Overhead Foreperson
Streetcar Maintenance and Infrastructure

Joe DiMarcantonio
Project Manager – Electrical
Subway Infrastructure

Michael Donson
Foreperson – Substations
Subway Infrastructure

Frank Gagliardi
Wiring and Service Foreperson
Subway Infrastructure

Peter Girimonte
Overhead Foreperson
Streetcar Maintenance and Infrastructure

Robert Heighington
Overhead Foreperson
Streetcar Maintenance and Infrastructure

Amy Hsiao
Construction Engineer

Albert Johnston
Track Geometry Inspection Supervisor
Streetcar Maintenance and Infrastructure

Thomas Kliem
Senior Project Engineer

Nahid Lamei
Senior Inspector
Streetcar Maintenance and Infrastructure

Ralph Mancini
Surface Track Foreperson
Streetcar Maintenance and Infrastructure

Gregorio Procopio
Substations Foreperson
Subway Infrastructure

Farhad  Salehi
Construction Site Manager

Davian Scuric
Overhead Foreperson
Streetcar Maintenance and Infrastructure

Diego Sinagoga
Senior Community Liaison Officer
Community Relations

Richard Vella
Senior Designer – Overhead
Streetcar Maintenance and Infrastructure

Philip Wood
Senior Design Engineer – Traction Power
Subway Infrastructure

Employee Services Team

Employee Services Team
> The Employee Services Team is responsible for the recruitment and hiring of all transit Operators, including the review of applications, conducting information sessions, administering pre-employment testing, interviewing candidates and onboarding new employees.
> In 2018, the required number of new Operators changed to approximately 700 from 400, with short notice. The team worked together to come up with the best approach to meet this need. They scheduled additional information sessions each Saturday from January to April in order to achieve the hiring goal.
> The team met their hiring target due to their motivation and commitment to the task at hand. As a result, they were able to onboard the required number of transit Operators to keep service running smoothly.

Latest News

 New Corporate Plan cover

TTC Corporate Plan 2018-2022

Advancing to the next level.

Notice from M&P

New Director – Procurement, Operating.

Message from the CSO

Safety Notice #14: New Coronavirus Outbreak.

In Memoriam

Austin, Beecroft, Brennan, Caldi, Clydesdale, DeCarvalho, Hurley, Kawala, McKinney, McMillan, Navarra, Ospalak, Shepherd, Stokell, Vella, Wood, Young.

Sending commendations

TTC employees are commended daily by customers – by phone, mail/e-mail, online on in person. All commendations that are received from customers should be forwarded to the Customer Service Section in the Customer Service Centre. This will generate a Customer Service Report (CSR), which is redirected to the employee’s work location to confirm his or her name and to obtain permission to publish it in The Coupler. The work location must forward a copy of the CSR to The Coupler in order to have an individual recognized in Commendations Corner. An employee being commended by another employee should be notified in writing, with a copy to The Coupler and to the employee’s work location or manager, to obtain permission to publish it in The Coupler. These commendations can be forwarded via internal mail to The Coupler Office in the McBrien Building, or by e-mail to mike.detoma@ttc.ca.

With Compliments