November 2010 - Amtrak

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16 | November 2010 Amtrak Ink Those who supported Marilyn’s nomination spoke of her consistent work performance along with her great desire to deliver a quality product. Her dedication to the company is exemplary and she is often described as a passionate, knowledgeable person whom her peers admire. Marilyn’s communication skills are unmatched and she has the unique ability to converse on the same subject matter with developers, top management and the user community. Marilyn’s approach to tasks is planned and decisive, and her projects are always completed on time which results in cost-savings. She is one of the driving forces for maintaining Amtrak.com’s high availability and contribution to the company’s revenue growth. Marilyn is always willing to help those outside of the IT department. In one of these efforts, she developed a software program for the Quik-Trak machines that resulted in the capture of persons involved in an international credit card fraud ring. Those persons were apprehended by the FBI and Marilyn’s actions saved the company from lost revenue. She was recognized for her efforts by the Amtrak Police Department. Felix L. Perez Inspector, Amtrak Police Department, Philadelphia, Pa. Inspector Felix Perez started with Amtrak on October 1, 1976, as Patrolman. He has held the ranks of Sergeant, Captain, and now his current position of Inspector. Inspector Perez is well respected, and his advice is sought by many because of his working knowledge and his experiences dealing with the daily operations of the Amtrak Police Department. Inspector Felix Perez does not know the meaning of the phrase, “that can’t be done.” He accepts his responsibilities in playing a major part in the APD creed, “Protecting a Nation in Transit.” He was instrumental in setting up emergency aviation services in the 1990s, using monies from the Drug Asset Forfeiture Fund. Dave Domzalski, Senior Associate General Counsel and Legal Advisor for the APD, sought Felix’s advice when the Police Department Labor Agreement was being negotiated. Felix’s other involvement over the years includes the accreditation and reaccreditation programs for the Commission on Accreditation of Law Enforcement Agencies, his work in the development of the curriculum for in-depth security training funded by the Department of Homeland Security, his assistance with the development of the computerized employee security courses, and his membership in the Police Information Management System and the President’s Service and Safety Awards Committee. Keith A. Pinder Lead Service Attendant, On-Board Services, Washington, D.C. Keith A. Pinder started with Amtrak on July 30, 1974, and has worked in various food service roles during his long career. He has touched all aspects of Onboard Services (OBS) including long-haul trains, Metroliners, Northeast Regional and most recently Acela Express, working as the LSA in the First class car. Described by his supervisors and peers as an outstanding LSA, Keith focuses his attention on his customers from the moment they take a seat in his car. Kathy Brewer, Keith’s Assistant Superintendent, says, “He diverts complaints by taking care of issues before they’re problems.” Keith provides a level of service that is far above the norm. Keith’s service is so good that many customers specifically ask for his schedule in order to ride with him. After many years, he knows a good number of passengers by name and can easily recall their likes and dislikes. Dewayne Bateman, Keith’s local union representative, believes that “Keith epitomizes what Amtrak OBS should be: always pleasant, conscientious, dedicated, superb, and a good role model.” Keith has also participated in menu committees over the years, and was involved in developing a service handbook for the Metroliner Service. He has voluntarily trained new hires and passed his high standards on to them. Stephanie H. Pritchard Secretary I, Operations, New Orleans, La. Stephanie H. Pritchard has been at Amtrak for over 17 years. Starting as a Ticket Clerk, she became a Statistical Clerk and is now a Secretary I, supporting the New Orleans District and the Southern Division. In 2005, Stephanie was displaced by Hurricane Katrina; despite this tragic experience, she kept a positive attitude and was inspirational to others impacted by the storm. Butch Williams, Assistant Superintendent Road Operations, says, “Stephanie is a great asset and an outstanding employee.” She has initiated many cost-saving and cost-avoidance efforts and assists with increased productivity by making sure the operations crew has the tools it needs to effectively perform its tasks. Stephanie always has new ideas and suggestions to keep employees interested and involved in safety measures. She developed a pocket safety calendar with a monthly theme for New Orleans employees, and it was subsequently adopted by the Southern Division. She has led blood drives with the Red Cross at safety fairs and works with Operation Lifesaver to inform the public of the hazards of crossing the tracks. Marion “Dennis”Rector Material Control Clerk, Procurement and Materials Management, Indianapolis, Ind. Marion “Dennis” Rector has been a Material Control Clerk at Amtrak since beginning his career on August 14, 1989. The only time Dennis varied in his work was when he transferred from the Beech Grove Air Brake department in 2002. This was a bit of a transition, as he came from a small shop and moved into a very large warehouse facility that distributes material to over 16 states and 35 terminals. “Dennis,” says nominator Penny Wessel, “is a very conscientious employee that takes pride in his work and is very dependable, safety oriented, trustworthy and an asset to any team.” He arrives early each day and can often be found assisting others in the performance of their duties. That conscientiousness is continually seen in Dennis’s responsibility for putting away material received from vendors and terminal locations. He is very cautious and verifies all materials before they are put away to avoid confusion. His co-workers find satisfaction in his meticulous nature and the care with which he watches over materials. “He is a very productive member of any team, as well as consistent in his work,” say colleagues Ms. Wessel and Ms. Alice Lockett. Many of Dennis’s co-workers reiterated this statement because in the past, small tools were going missing or getting lost. Through his dedication, attention to detail, and commitment to protecting company assets, Dennis guarantees that the service and operations of his department are accurately monitored. Longtime co-worker Rick Walker says that Dennis is always busy doing his job or helping someone else. Lysa M. Ridley-Jones Lead Ticket Agent, Transportation/Operations, Atlanta, Ga. Lysa M. Ridley-Jones started at Amtrak on April 30, 1986, as a Reservation Sales Agent. She held several different positions over the years before settling into her most valuable role as the Lead Ticket Agent at the Atlanta station. Atlanta is a small station; between 100 and 150 passengers fill the building at train times. Customer satisfaction is Lysa’s middle name. Regular riders often ask for her — if not by name, then by describing her friendly, smiling face and helpful attitude. Her supervisor of five years, James Drummond, describes Lysa as “my right hand.” She routinely researches vendors to get the best price on station maintenance and remodeling work; in one case, her diligence saved Amtrak over $3,200 on restroom tile work. Lysa has been involved in several instances where she has successfully returned customers’ lost or stolen luggage and other personal items. Once, her quick-witted instincts and heroic actions served to protect an individual who was being abused and held against her will. In addition, Lysa has thwarted numerous credit card frauds and is considered the “eyes and ears” of the Amtrak Police Department in Atlanta. These kinds of actions demonstrate the seriousness of her service quality commitment. Lysa is also an Operation RedBlock peer counselor. She maintains no boundaries and many times has come in from home to help employees in need of assistance. Glennis L. Robinson Manager, Food and Beverage Standards, Marketing, Wasington, D.C./Wilmington, Del. Glennis L. Robinson has been with Amtrak for over 36 years. She advanced from a Commissary Accounting Clerk to Manager of Food & Beverage Standards, and in the intervening years held positions as a TPMS Clerk, Lead TPMS Clerk, and Commissary Supervisor. She was a major part of transitional changes within the company in early 2009; she assisted vendors managed Amtrak’s Commissary facilities as well as training incoming Aramark personnel. Glennis manages the Supplier Module database for Aramark to effectively map vendor data to the financial system in A/P. She corresponds with Finance, IT, F&B and the Executive Chefs to ensure the pricing process is accurate for each train system. Glennis reviews the Eatec database to ensure it is depleted of obsolete inventory items, and her co-worker Mr. Ikemiyashiro states that “she is the guru, the specialist on Eatec … a positive perfectionist.” She has not hesitated throughout her career to invest a vast amount of her personal time, efforts, knowledge and skills to ensure that the accounting practices are accurately performed on each system she operates. She guards the systems for accuracy and trains the personnel on the databases to ensure that all are in accord. Due to these selfless commitments, Glennis has affectionately been named “the Gatekeeper.” Diane Sanders Transaction Specialist, Human Resources and Diversity Initiatives, Wilmington, Del. Diane Sanders was hired in 1972 as a Personnel Clerk in the Human Resources department (HR). She works tirelessly to hone her skills, share her knowledge and foster the goals and initiatives of the HR team. For many years, Diane has been the subject matter expert on Amtrak’s SAP system. She is the repository for organizational charts and data collection, personnel codes and HR procedures. Diane also facilitates the language between Amtrak’s payroll and HR systems. She shares her knowledge patiently, teaching new processes and explaining old ones, and she is dedicated to helping her fellow managers across the Amtrak system master the operating, administrative and communication procedures that run through the HR system. For 38 years, through various changes in leadership and mandates, reductions in force and other distractions, Diane has remained the ultimate team player. Diane is able to bridge the old and the new. If a colleague encounters a problem — an old code or a seemingly confusing routing, Diane can show what the code had meant, provide the current equivalent, and explain how the situation arose. Executive Committee member Lorraine Green says, “Diane is a hard working, dedicated employee who always makes herself available to help out with any assignment.”
Andy Saucedo Conductor, Transportation, San Antonio, Texas Andy Saucedo joined Amtrak on February 13, 2004, as a Conductor and has been making a positive impression ever since with his overall fantastic attitude. Andy always takes the necessary steps to ensure the company is able to provide the best service possible. He keeps his passengers informed and assists them in any way he can. He is always willing to roll up his sleeves and pitch in wherever he is needed, whether that is helping the baggage crew load and unload suitcases and parcels, or filling in as a temporary Road Foreman or Trainmaster. He never shies away from taking the lead and instructing others to guarantee a smooth operation. Andy has gained the respect of his peers and all of those working on board with him. His confidence, attention to detail, and calm presence make Andy a wonderful role model to other conductors; due to these qualities, he was selected to be a member of a small group of fellow conductors who served as instructors for new on-board credit card machines; over the course of three to four weeks, the group taught other conductors how to operate and maintain these machines. Proper training has helped to greatly improve productivity and streamline the on-board ticket purchasing process. Lisa A. Shahade Assistant Chief of Police, Amtrak Police Department, Philadelphia, Pa. Assistant Chief of Police Lisa Shahade has provided outstanding service and commitment to Amtrak’s Police Department for over 20 years. She started her career as an Officer in 1987. Lisa is very customer focused. Even when she is off duty, Lisa acts as though she is on duty. She was described by Police Chief John O’Connor as a “workhorse and very energetic. Lisa is the primary engine of who we are.” “Lisa has broken the glass ceiling by being promoted to the rank of Assistant Chief. She graduated from the FBI National Academy and was the first to do so from APD. She has been a positive role model to all and especially female officers within the law enforcement community. Lisa lives and breathes Amtrak and knows how to get things done,” says Captain King Lee. Mary Ann Lorimer, a Director at the Amtrak Police Department, knows that “Lisa is thorough, committed and compassionate. She has a very balanced management style, which takes into account both the business and the employee — a win/win approach that solicits employee engagement and a desire to succeed. She has the respect of all levels of management and is a true winner!” Her co-workers agree that Lisa is “a great mentor and leader.” She always ensures that the group is doing the right thing … she is very inspirational and remarkable at everything she does.” Alfreda Smith Ready Crew, On-board Services, Chicago, Ill. Alfreda Smith has served as a Train Attendant since 1983 and moved into her current Ready Crew position in 1985. She exhibits excellent overall job performance by maintaining a positive outlook in all her duties. Alfreda is the “ears and eyes” of the Ready Crew in all operations due to her wonderful organizational skills. Alfreda protects stock by making sure that all unused items are returned and recorded. Anyone who knows Alfreda is aware that she is always busy doing something related to her tasks or lending a helping hand. She takes pride in making sure all her cars are ready by making beds and sacking pillows at the assigned time. Through her example, the other Ready Crew members realize that they all are accountable and can get more done working together. Particular on details, Alfreda is assigned to special moves such as the construction of the National Train Day displays. She often assists with setting up cars from shop on her own initiative until her colleagues arrive to help. Her customers are the OBS employees, and she does a great job of sending them off in good shape as far as preparing their equipment for passengers. If she can get her co-workers started right, they in turn have an advantage in providing good service to the passenger. Victoria A. “Vicky” Smith-Davis Lead Service Attendant, Transportation, Washington, D.C. Victoria A. “Vicky” Smith-Davis joined Amtrak on May 16, 1988 and has always done exceptional work on long-distance Dining cars, corridor Café cars, and the Acela service out of Washington, D.C. Whether it is the duties of her position, her role as a mentor in the Pilot Mentor Program, or her expertise in developing train couplets, she performs well and with a great attitude. During delays or disruptions in service, she maintains her focus on the customer time and again. As a co-worker stated, “Vicky knows how to make our issues not part of the passengers’ experience. Whether she is interacting with a passenger, or a co-worker, Vicky is an employee whose contributions to the company have extended throughout her career.” Another co-worker points out that “she will always … assist a customer or another employee … ask Vicky 10 ways to do something and she is more than willing to give advice — but it will always be the correct way, never a short cut.” Victoria A. Smith-Davis exemplifies superior customer service. When her coworkers past and present were told of her nomination for the PSSA, there was consensus from everyone interviewed that Vicky was very deserving of the award. She is consistently described as an excellent LSA whose performance has never wavered. Amtrak Ink November 2010 | 17 Michael S. “Mike” Sullivan Operations Supervisor, Transportation, Chicago, Ill. Michael “Mike” S. Sullivan began his career with Amtrak on September 13, 1974. Prior to his current job as Operations Supervisor, Mike held positions in the commissary, as an OBS Inspector and Chief of On-Board Service. He has spent a lifetime directly caring for our passengers or watching over his co-workers while they strive to provide excellent customer service. In his position as ‘Ready Crew’ Supervisor in Chicago, Mike is the liaison between the Mechanical department, the commissary, and the OBS crews. He has seen and experienced all the problems firsthand, and through this experience he knows how to address issues that may affect a train before its departure. Colleague Jim Brzezinski says, “It takes many individuals and departments to get a train safely out of its originating station. Mike is the glue that keeps it all together.” Another co-worker added, “There is never a doubt with Mike Sullivan, that we will have what we need. He is the one I want watching my back.” Nancy “Charlene” Todaro Secretary, Mechanical, Wilmington, Del. Nancy “Charlene” Todaro began her career with Amtrak on May 11, 1998, as a Clerk Typist. She has held numerous clerical positions in the Mechanical, Transportation and Police departments, and became a Secretary in the Mechanical department in 2007. John Wood, Superintendent of the Wilmington Maintenance Facility, states: “Charlene came to the Mechanical department with no acquaintances. It is very difficult for an employee in her position to get started. Through her knowledge and ability, coupled with her positive and helpful attitude, she makes her job appear effortless.” Charlene’s organizational skills have enabled her to redefine management’s role towards the employees of the Wilmington Maintenance Facility. Managers and coworkers agree that Charlene is a valuable resource because she is very knowledgeable, considerate, kind, patient, supportive, and helpful. She is always willing to assist and responds to requests in a timely manner. She is trustworthy and reliable. She is truly a leader who is highly rated by her peers. “Charlene worked for the Amtrak Police Department for several years and has always performed exceptionally. She is a team player and a great asset to the company,” says Assistant Chief of Police Lisa Shahade. Carol W. Todd Director, Resource Systems Application Development, Information Technology, Washington, D.C. Carol W. Todd was hired in 2000 as a Manager in the Information Technology department. In her 10 years at Amtrak, she has excelled in all areas of the job, progressing to her current position as the Director of Reservations Systems Application Development. Carol manages the team supporting the Arrow reservation system. She has led her staff to achieve very strong availability performance, even as the application and hardware have undergone consistent change. Carol never hesitates to take the lead on a project, she is always responsive to her clients and understands how to utilize her staff to get the best results. The Senior Director, IT Program Delivery said that Carol has a quiet leadership style, and provides coaching and mentoring to allow people to develop their skill sets. The Arrow reservation system is the behind-the-scenes look at how Amtrak generates revenue. It allows tickets to be booked and passengers to travel. Carol and her team work diligently to prevent breakdowns that can directly affect revenue and goodwill. Through Carol’s vigilance and constant attention to Arrow, Amtrak has achieved one of the highest levels of reservation system reliability in the travel industry. George Vogel Supervisor, Reservation Sales Contact Center, Philadelphia, Pa. George Vogel began his Amtrak career in 1995 and has consistently delivered excellence in all he does. He has worked as a Baggageman, Reservation Sales Agent, and Customer Relations Representative. Since 2004 he has been a supervisor at the Mid- Atlantic Reservation Sales Contact Center. George has gained the respect and admiration of his managers, peers and employees, all of whom describe him as possessing superior listening skills. He is willing to help, show and share what he knows, and is innovative, helpful, fair, and caring. He is also a technical wiz and an extremely knowledgeable and exceptional supervisor. Although he volunteers on numerous projects, according to his manager Ron DeShields, the additional tasks have never affected his ability to maintain a high level of team performance. His group consistently exceeds the office average in revenue-perhour and maintains high productivity. David A. Wease Conductor, Auto Train, Lorton, Va. David A. Wease was hired as an Auto Train Conductor in 1986 after working for several years in a similar capacity on a freight railroad. He is well known for his out-
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Page 3 and 4: Amtrak Ink November 2010 | 3 Bear,
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Page 9 and 10: tioning emergency stop mechanism. H
Page 11 and 12: Danny W. Best Lead Ticket Clerk, Pa
Page 13 and 14: Bill always performs to the highest
Page 15: Claude H. Mitchell Train Attendant,
Page 19 and 20: Employee Milestones Congratulations

November 2010 - Amtrak

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