November 2010 - Amtrak

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10 | November 2010 Amtrak Ink agreed to support the Heartland Flyer. In Ft. Worth, passengers may connect with the Texas Eagle and vice versa. The ODOT and TxDOT employees associated with the state rail programs are extremely committed to the Heartland Flyer. John Dougherty, Assistant Division Manager, ODOT Rail Programs, often welcomes riders to the station in the morning and remains there until the train departs to ensure that everything goes smoothly. During the Easter and Christmas seasons, John dresses as the Easter Bunny and Santa Clause, and rides the train to the delight of children and adults alike! On Halloween, the best-dressed customer wins a free beverage. ODOT also supports the “Wine Train,” which runs on Saturdays in April; staff from participating wineries rides the train to share in the experience with the passengers. Oklahoma and Texas Departments of Transportation ODOT John Dougherty, Assistant Division Manager, ODOT Rail Programs Joe Kyle, Division Manager, ODOT Rail Programs Gary Ridley, Oklahoma Secretary of Transportation TxDOT William Glavin, P.E., Director, TxDOT Rail Division Jennifer Moczygemba, P.E., Director, Multi Modal Section, TxDOT Rail Division Gil Wilson, Rail Transportation Specialist, TxDOT Rail Division SUSTAINED EXCELLENCE Todd Almilli Senior Analyst, Engineering, Fresno Calif. Todd Almilli joined Amtrak on June 4, 1992 as an electrician and has held various positions over the years including Foreman II, Training Consultant and Project Manager. Todd displays a level of excellence that stems from a personal commitment to Amtrak and a strong desire to put forth the best product possible. He works diligently with state agencies to complete projects in the San Joaquin Valley and has forged strong relationships with representatives of Caltrans and the state of California. Lee Goldenberg, Projects and Operations Manager for Caltrans, remarks, “Todd is amazing. He’s never let me down. I don’t know how I could do my job without him.” Praised for his keen eye for detail, Todd pays attention to the bottom line while also thinking creatively. He works very hard to ensure that company and state funds are utilized to their fullest, offering the greatest benefit to our passengers and the company. District Manager of Stations Cindy Camara says, “Todd solicits input from station personnel and then takes the time to ensure that every person on staff has an opportunity to express their needs and views on the project.” This inclusive approach has earned him the respect of all those around him. Division Engineer Harry Steelman points out that “Todd’s attitude is always upbeat and positive. He seems to thoroughly enjoy his work and it continually shows in the quality of finished products.” Ramesh Apanah General Foreman, Mechanical, Sanford, Fla. Ramesh “Ray” Apanah was hired on with Amtrak on February 11, 1976, as a pipefitter in the Mechanical department. He quickly grew into a dedicated railroader; as a General Foreman in Sanford, Florida, he gives his all with enthusiastic and passionate support of the Auto Train service. Ray is known for his leadership in motivating and supporting not only his Mechanical department team of employees but also for his support of the OBS, T&E, station and facility employees. Ray’s overall job performance is considered by his supervisors to be as good as anyone could want and he is highly regarded as being among the best of managers. He uses his organizational skills to reduce annual overtime hours and associated costs while also considering the needs, schedules and personal time of his employees. He has overseen numerous equipment modifications aimed at making his employees’ work tasks easier; most also had the added benefit of improving our customers’ comfort and convenience. Undersink modification work on 16 different Superliner Sleeper Cars — totaling 105 sinks — is a fine example of Ray’s drive to improve cleaning efficiency for his employees and FDA compliance. His work with OBS co-workers in modifying coffee makers to a triple-staged electronic unit not only helped his OBS friends but the passengers as well. Ray has made many facility improvements that targeted productivity gains and service quality improvements. Glenda Atkinson Legal Assistant, Law, Washington, D.C. Glenda Atkinson joined Amtrak in 2003 and held positions as a Case Coordinator in Dispute Resolution and Administrator in Labor Relations before she took her current position as Legal Assistant in the Law Department. Glenda provides a superior performance in everything that she accomplishes. Quiet and unobtrusive, Glenda is conscientious in all aspects of her work. With a great ability to grasp new ideas, she is willing to work until the job is done, and provides unwavering support for the attorneys with whom she works. Glenda is responsible for gathering the files and background data necessary for the attorneys to defend actions against the company and does so with an understanding that is often beyond expectations. She is refreshingly candid and contributes greatly to the litigation team. Co-worker Christine remarks that Glenda’s performance is “consistently outstanding,” while Byl Herrmann says, “Glenda has been someone I have consistently relied upon since even before she joined the Law department. She has always exceeded my expectations on every assignment I have worked with her. She doesn't just deliver; she anticipates what else I might need and makes sure that she accomplishes those tasks as well.” She is often the buffer between Amtrak’s outside counsel and the employees, paving the way for a mutually beneficial relationship. Employees are often intimidated by counsel and Glenda eases their concerns by explaining legal processes so that employees are more receptive and comfortable. Gregory “Greg” Behun Senior Director, Sales and Reservation System Support, Marketing and Product Development, Washington, D.C. Gregory “Greg” Behun joined Amtrak in January of 1976 as a Reservations & Information Clerk. Greg has been employed in roles such as Reservation Sales Agent, On-board Chief, and Systems Programmer; he currently is Senior Director, Sales and Reservation Systems Support. In all of these positions his positive attitude, concern for his employees and innovative thinking have set a standard of excellence for Amtrak and his fellow employees. Matt Hardison, Greg’s supervisor, states: “Greg has always been rated very highly regarding his job performance. He is exceptional in seeking out the input of key departments which makes for a better product. His job performance is always stellar, always striving to deliver significant operational efficiencies. Greg has also consistently advocated for ways to engage our state and commuter partners. This includes working with Metrolink on its self-serve ticketing system, NNEPRA (Maine) on reservations, and Caltrans/CCJPA (California) on eTicketing. These activities have cemented strong relationships and mutual respect.” Colleague Sanjean Williams adds, “Greg is very devoted and committed to his work. His devotion shows through daily.” Mike Toczylowski, who works under Greg, says, “I don’t think that I’ve ever had a better boss. Greg provides the framework to his direct reports that allow them to be high performers. He is always ready to provide support to his direct reports at a moment’s notice.” Gaye Lynn Bekkeund Lead Ticket Clerk, Passenger Services, Durham, N.C. In July 09, there was a fire in the mechanical catering facility of Fort Worth, Texas, resulting in the total loss of equipment, facility and inventory. Ms. Bekkelund has worked with a temporary facility and has maintained the catering operation to the Heartland Flyer while using a 40-foot refrigerated trailer. Through Gaye Lynn’s tireless efforts, her willingness to adapt and work from a temporary facility, in a cramped limited space and to maintain commissary operation without lowering her standards. Food service on the Heartland Flyer was maintained without one single delay or service disruption since the fire. It was like the fire never happened. Gaye Lynn has turned what some might say is an unworkable situation into an example of what someone can do who is willing to continue to serve her internal and external customers. Bert C. Bertin Baggage Agent, New Orleans, La. Bert C. Bertin began his career at Amtrak some 30 years ago as a Train Attendant. From 1986 through 2003 he mostly worked in the Central Train Center (CTC). In 2003, his position was abolished when the CTC relocated to Chicago, and Bert went on to become a Baggage Agent. This position truly revealed his super personality — one flip of the coin made a big difference! Bert delivers high-quality customer service to our passengers and to his fellow coworkers. He handles the call-outs and the assignments for the guaranteed board. Bruce Mullins, District Manager of Stations, notes that Bert keeps busy around the facility. He has painted areas of the station in an effort to improve its appearance and has also restriped the parking lot and the trackside caution lines. Bert has performed minor repairs to the Taylor-Dunn equipment. Not only does Bert identify problems, but he presents solutions. He comes in early to attend to groups and deal with service disruptions in order to make things flow in a more orderly manner and according to procedure. Bert has certainly improved the overall quality of service provided by the New Orleans Baggage and Express department by becoming involved in the training of employees on forklift operations.
Danny W. Best Lead Ticket Clerk, Passenger Services, Durham, N.C. Danny W. Best began his career with Amtrak on February 1, 1975, as a Ticket Clerk, and over the decades he has held positions as Station Supervisor, District Supervisor, Superintendent Customer Service, and Service Manager before returning to Lead Ticket Clerk in 2001. In his many years working in those positions, those who know him best say that Danny always maintained a “company man’s” attitude that took into account what was best for Amtrak; he supported company policies and values and communicated them to others through his strong work ethic. Danny held the position of District Manager for several years and had the responsibility of managing and budgeting thousands of dollars. Fiscally responsible, he ensured that he came in at or under budget, and Mr. McDaniel recounts that he was very frugal with company funds. In his position as a Lead, Danny avoids hiring outside vendors for repairs such as painting stripes and trimming trees and bushes, and therefore saves money. Danny was nominated by District Manager of Stations Michael Jerew, who felt he could not say enough about Danny’s many wonderful qualities. When the new Durham station was recognized for its design and role in the community, Danny played a large part by representing Amtrak in Mike’s absence. Richard L. Beynon Police Officer, Amtrak Police Department, Harrisburg, Pa. Officer Richard L. Beynon has been with Amtrak since November 1976, when he started as a Patrolman, and then advanced to Police Officer in September 1989. During his career he has worked in both the Philadelphia and Harrisburg field offices. Richard has been active in the patrol division and has made many contributions to distinguish himself as a true law enforcement professional. Steadfast and serious, Richard is always looking for ways to work better and smarter. He has provided invaluable assistance to the Dauphin County Drug Task force and participated in a number of interdictions resulting in the seizure of both narcotics and U.S. currency. He has enhanced the quality of law enforcement at the Harrisburg station through his liaison with the Harrisburg Redevelopment Authority and partners closely with the community’s law enforcement agencies. His patrols and surveillance of the Harrisburg station have minimized incidences of theft and vandalism. Richard is vigilant in his duties to protect Amtrak property, employees and customers, so much so that it has been said that Amtrak’s customers and employees feel much more secure knowing Richard is on the job. The work of an Amtrak Police Officer is not only stressful but also dangerous. In 2002, Richard was assisting local police during an arrest of a suspect when he was shot and seriously injured. His true dedication to the job enabled him to return to full duty within 10 months of the incident. Martin M. Bodtmann EEO Manager, Law, Philadelphia, Pa. Martin M. Bodtmann entered the doors of Amtrak as a Carpenter Helper, but over his 33 year career he ventured in another direction, consistently and successfully progressing up the corporate ladder of achievement. Martin is a member of the Equal Employment Opportunity team for the Mid- Atlantic region where he investigates passenger complaints of discrimination. Martin’s territory is Philadelphia to Virginia, an area that has consistently generated an aboveaverage amount of litigation. He is never dismissive and always lets the passengers know that Amtrak cares about their complaints and comments. When conversing with passengers on the phone, Martin conveys a sense of care by respectfully imparting Amtrak’s policies and procedures. His skilled method of handling passenger issues makes it more likely that Amtrak will see repeat ridership. Years of experience and an affable personality allow Martin to unearth facts from managers and employees while remaining on good terms with them. He brings his “can do” attitude to work everyday, maneuvering around thorny issues, lending constructive criticism to his colleagues, and keeping abreast of developments in the law. Ryan “Noel” Bradshaw Guaranteed Extra Board, Passenger Services, Orlando, Fla. Ryan “Noah” Bradshaw began his stellar career with Amtrak in 2000. He has gone from Baggageman to Guaranteed Extra Board (GEB) during the past 10 years, and he serves not only the Orlando station, but also other satellite stations requiring a GEB to protect short vacancies resulting from vacations and sick leave. Noah has displayed exceptional performance in his numerous roles within Amtrak. This extraordinary man has a very strong work ethic, is a committed team player, and goes above and beyond the call of duty each and every day. Noah is always willing to help others, taking on extra duties to assure the success of his team, and ultimately, Amtrak. He covers many other stations when they are unmanned, driving several hours each way to ensure coverage and doing whatever he can to guarantee good customer service and proper maintenance of the facility. A man of many different hats, Noah covers the roles of Baggageman, Ticket Clerk, Ticket Agent, Grounds Keeper, Janitor and Mentor. He is known throughout the district for his excellent customer service, always making Amtrak Ink November 2010 | 11 passengers feel appreciated by going out of his way to assist them with a “personal touch.” Martina L. Brewbaker Lead Service Attendant, Transportation, Washington, D.C. Martina L. Brewbaker began her career with Amtrak on June 5, 1975, as a Train Attendant and became a Lead Service Attendant (LSA) shortly thereafter. She is a dedicated employee who cares about her job, the passengers and customer service — she always goes above and beyond the call of duty. Martina was an LSA in the Acela Café Car in 2009 and at present is a Lead Service Attendant in Acela First class. She provides exemplary service to the Acela passengers by going out of her way to anticipate and fulfill the passengers’ requests for service. On many occasions, riders have requested to travel with Martina because of the quality and professional service she provides. For many years, in addition to Martina’s regular job assignment, she assisted the Washington Crew Base and Crew Management with the preparation of the semi-annual bulletin job awards, due to her expertise in the process of building couplets. Martina was hand-selected as one of the employees to serve on President Barack Obama’s Inauguration train and the annual Congressional Special Train. Martina comes highly recommended for these opportunities. The numerous letters of commendation Martina has received over the years are a further testament to her exemplary customer service skills. Elijah L. Brown Manager, On-Board Services, Transportation, New Orleans, La. Elijah L. Brown started his career at Amtrak in 1986 as a Train Attendant, and then became an Operations Supervisor before he was promoted in 2007 to his current position as an OBS Manager based in New Orleans. Throughout his career, Elijah has impressed his supervisors. He has won the respect and admiration of his co-workers by lending an ear to their concerns while still fulfilling the duties of his position and the expectations of the company. Elijah is the creator of the Concept of Wellness Board which has its home at the New Orleans crew base. The popular Board is a virtual water cooler where employees gather to read safety tips, health and wellness articles, employee achievements and milestones. The Concept of Wellness Board serves to knit together the fabric of the crew base, prompting conversations on important issues such as safety and customer satisfaction, and it also provides interesting items such as healthy recipes. He empowers his staff to bring issues to the forefront and encourages their professional growth. Thurston Lee remarks, “Elijah taught me how to be impartial. He taught me to give everyone the benefit of the doubt. He took me under his wing and gives me encouragement.” Elijah L. Brown deserves this award for his major contributions to the Passenger Services group in New Orleans and for his creativity, passion for his job, and ability to share his knowledge with others. Superintendent Thomas Guerin summed it up best: “Elijah is a serious, conscientious, thoughtful manager with a lot of heart.” Rosalyn “Tina” Brown District Manager-Stations/Auto Train, Transportation, Sanford, Fla. Rosalyn R. “Tina” Brown began her career with Amtrak in 1979. She has held various positions such as R&I Clerk, Auto Train Representative, Ticket Agent Clerk PD, Ticket Clerk and Station Manager. She continues to exceed all expectations in her current position as District Manager, Stations. Tina is dependable, proactive and maintains a positive attitude. She has a good working relationship with all of her colleagues. She is trustworthy, confident, and passionate about her work. During the December 2009 snowstorm, Tina chose to be proactive in helping her team members in Lorton, where she assisted her employees and passengers during the service disruption. When she worked as Lead Clerk, Tina took the initiative and assumed accountability for the decisions she made. Due to Tina’s skilled intervention with various customer service issues, the negative impact on our passengers and Amtrak was kept at a minimum. Tina’s focus is always on how Amtrak can make our Auto Train passengers’ experience even more rewarding. According to Gerry Tolson, “Tina is always there for her ticket agents, the Mechanical department, and the maintenance crew. She makes all people, regardless of their craft, feel appreciated.” Connie Bundy Bulletin and Assignment Clerk, Mechanical, Beech Grove Maintenance Facility, Beech Grove, Ind. Connie Bundy has been with Amtrak since May 2004 as a Bulletin and Assignment Clerk. She quickly became proficient in her responsibilities as well as interacting with a very diverse workforce of more than 600 employees at the Beech Grove Maintenance facility. Connie is described as excellent, outstanding, organized, proficient, detail-oriented and someone who goes above and beyond the call of duty. When she first started at Beech Grove, Connie took full ownership of the job and organized processes to where she became efficient in a short period of time. Handling multiple responsibilities with dedication and a very professional demeanor, Connie maintains the records of over 600
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Page 3 and 4: Amtrak Ink November 2010 | 3 Bear,
Page 5 and 6: n Oct. 28, Amtrak announced its $46
Page 7 and 8: to all of its employees and does it
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Page 13 and 14: Bill always performs to the highest
Page 15 and 16: Claude H. Mitchell Train Attendant,
Page 17 and 18: Andy Saucedo Conductor, Transportat
Page 19 and 20: Employee Milestones Congratulations

November 2010 - Amtrak

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