Tiffany Lee

• The Station Manager position perform excellent customer service and operational as a front-line worker in the rail transportation service system. The necessary serves as a customer diplomat and performing a professional, courteous, enjoyable and helpful attitude towards the public always. The incumbent remains in a professional composure while interacting with the public. Making it a priority to sever the public with a positive customer experience. Becoming technically efficient on the safe operation of all station equipment and systems.
• Complete understanding of station layout, areas of refuge, and equipment in case of emergencies.
• Accurately preforming timely public- service announcements to inform customers of service adjustment, rail disruptions events and communicate to large groups during emergencies.
• Assisting customers in navigating the Metrorail system and using station equipment.
• Positively engaging in a professional manner with customers in a calm, supportive demeanor and solving their concerns and issues with a quick resolution all while ensuring they have an excellent customer experience.
• Report emergencies or suspicious activities (i.e. vandalism) to Operations Control Center and complete all the necessary written reports.
• Routinely monitor the entire rail station through manual observation and through Closed Circuit Television (CCTV) screens, identifying and reporting any unusual behaviors.
• Immediately respond to the operation of escalators/elevators and the status of all fire detection equipment through the use of annunciator panels.
• Operate reversible passenger gates as required by station configurations and respond to problems indicated by AFC machine status display. Assist with egress of customers from the station.

The Bus Operator is responsible for delivering safe and timely public transportation service through the safe operation of the Washington Metropolitan Area Transit Authority (WMATA) commercial passenger buses on scheduled routes, while providing courteous and professional customer service to passengers. The employee adheres to all safety and traffic rules, regulations, policies, and procedures to ensure the well-being of all WMATA customers, employees, general public, and self. Responsibilities include but are not limited to, maintaining designated route schedules; assisting passengers; reporting situations involving disruptive passengers; employing defensive driving techniques; inspecting buses; completing reports; maintaining professionalism while under stress; monitoring fare collection; inspecting passes; and providing special assistance to disabled passengers. This is a safety sensitive position subject to the rules and regulations of WMATA’s Drug and Alcohol Policy.

• Reported any incidents or accidents to dispatchers immediately upon occurrence.
• Collected fares from passengers.
• Adhered to time schedules for pick up and drop off locations along assigned route.
• Performed pre-trip inspections on vehicle before beginning shift to ensure it is safe for operation.
• Notified dispatch of any mechanical issues that arose during operation.
• Promoted rider satisfaction by providing accurate information regarding fares and schedules while answering questions from riders.
• Inspected buses and completed required paperwork prior to each shift.
• Performed pre- and post-trip of bus inspections, following company guidelines and protocols.
• Resolved conflicts between passengers in a professional manner.
• Maintained safe driving habits to protect property and general public on roadways.
• Provided courteous customer service to all passengers throughout the duration of their trip.
• Provided excellent service and attention to customers when face-to-face.
• Utilized lifts and ramps to help handicapped passengers on board.