Special PSSA Edition
ink
A Monthly Publication for and by Amtrak Employees
Volume 21 • Issue 6 • October 2016
President’s
Safety and
Service Awards
Table of Train of Thought
W
hile my tenure as this company’s president and CEO
has just begun, I already
recognize that Amtrak is a special
place because of the
service and care that
our employees give
to our customers.
After reading about
this year’s PSSA
award recipients,
I am even more
proud to be a part
of this great team.
Their contributions to making us
a stronger company in safety and
security, customer
service and financial
excellence are all
extraordinary.
The PSSAs are special because the
honorees are nominated and selected
by a group of their peers. There is nothing better than being recognized by
your co-workers for a job well done.
This year, we honor 53 recipients
through the presentation of 22 PSSA
awards, which include individual winners and teams. Each and every one
of them has made important contributions to helping make Amtrak a great
place to work and travel. Together, they
demonstrate the best that our company
has to offer in leadership, valor and
innovation.
In the coming months, I look
forward to travelling around the system to meet as many of you as I can. I
believe this is an essential part of my
job—listening to you and engaging
with you about how
we can improve
upon our services. I
will also be working
with my leadership
team in the next
few months and
will soon share
my vision for how
we will continue
to move Amtrak
forward, now and
in the future. Look
for these plans to
be laid out in an
upcoming issue of
Ink. In order for
Wick Moorman
Amtrak to be as
successful as it can and should be, we
must make a commitment to make this
journey together.
In the meantime, let’s celebrate
with our colleagues as they demonstrate the highest level of excellence.
We congratulate all of them on this
well-deserved recognition!
Sincerely,
Doug Duvall
Vice President
Corporate Communications
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Marlon Sharpe
Director, Creative Services
Corporate Communications
Raven O. Padgett
Lead Writer/Editor
Corporate Communications
Lisa V. Pulaski
Sr. Graphic Designer
Corporate Communications
Amtrak Ink
Special PSSA
ink
ees
Amtrak Employ
tion for and by
A Monthly Publica
6 • October 2016
Volume 21 • Issue
Edition
President’s
Safety and
s
Service Award
On the Cover
2016 President’s Safety
and Service Awardees (L-R:
Joseph “Blair” Slaughter,
Leonardo “Leo” Fredrick,
Vivian Reddick, Sheila Marrs
and Michael Chandler).
Charles “Wick” Moorman
President and Chief Executive Officer
.John Shea
Director, Internal
Corporate Communications
Check out one of Amtrak’s
social media channels today!
2 Train of Thought
4 Achievement
5 Amtrak Champion
6 Diversity
6 Excellence in Customer Service
8 Excellence in Leadership
9 Innovation
9 Living Our Values
11 Safety Achievement
11 Sustained Excellence
14 Valor
17 Amtrak Names New CEO and President
18 Milestones for August and September
Cover photo by Chuck
Gomez.
Amtrak Government Affairs and Corporate Communications
Joe McHugh
Sr. Vice President
Government Affairs &
Corporate Communications
Contents
Amtrak Headquarters
60 Massachusetts Ave., NE
Washington, D.C. 20002
[email protected]
Amtrak Ink is a monthly employee publication of Amtrak,
the National Railroad Passenger Corporation.
® AMTRAK is a registered service
mark of the National Railroad
Passenger Corporation.
Chuck Gomez
Sr. Multimedia Specialist
Corporate Communications
1-800-44RBLOC
www.redblock.com
2016 President’s Safety
and Service Awards
The annual President’s Safety and Service
Awards (PSSAs) were held on Sept. 23, 2016,
bringing together Amtrak employees and
families from across the country. An Amtrak
tradition for more than 30 years, the PSSAs
celebrate employees who set the example
for an already outstanding workforce.
Congratulations to the 2016 winners!
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T
his year’s PSSA recipients demonstrate excellence in leadership,
customer service, safety achievement, diversity and innovation. Their
colleagues, supervisors and customers use words like “heroic,” “dedicated”
and “inspirational” to describe them, while their focus on safety and
security, customers and financial excellence help make Amtrak a better
company. Read more about these exceptional employees in this special
edition of Ink, devoted to the 2016 PSSA awardees.
Pictured (clockwise): Members of the class of 2016 PSSA recipients
include Det. Charles Crandall, Michael Chandler, Joseph “Blair” Slaughter,
Leonardo “Leo” Fredrick, Sheila Marrs, Vivian Reddick and Retired Det.
Robert Cameron.
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President’s Safety
and Service Awards
ACHIEVEMENT
AMTRAK CHAMPION
Mechanical Planning Team
Finance Department –
Procurement and Logistics;
Operations Department –
Mechanical, Various
Locations
The Mechanical
Planning Team at the
Beech Grove Heavy
Maintenance Facility was
born out of a companywide initiative launched in July 2014 to identify all surplus and
“no usage” material. This cross-functional program had three
goals: reduce inventory reserve, reduce total inventory and
improve inventory turnover.
At Beech Grove, the Mechanical Planning Team was created to work closely with shop forces and the Procurement
group during planning of the overhaul schedules.
Collaboration from the start of a project ensures that parts
and materials are on hand when needed. The team developed
the Planned Material Requisition (PMR) process for the
overhaul lines for coach, sleeping, lounge, cafe and dining cars;
locomotives; and support shops.
By linking the Work Management System (WMS) and
SAP, Beech Grove can now order—based on real-time information—exactly the parts mechanics need to quickly repair
equipment and return it to revenue service. Inventory such
as seats, wheel sets and electrical parts no longer languishes
in the storehouse and overstock does not tie up financial
resources that could be put to more effective use elsewhere.
Having the correct materials on hand also contributes to
more efficient scheduling of labor hours, as no time is wasted
while waiting for parts that are on order. Connecting the WMS
and SAP systems also led to a more streamlined process that
enabled the Mechanical Planning Team to reduce electronic
reports in the planning phase by approximately 80 percent.
Through August 2015, the team had implemented the
PMR for 150 cars of 17 different models to save Amtrak
approximately $22 million. Nearly 240 employees who work
on the overhaul lines have been impacted by this effort.
For their work to streamline ordering and stocking, save
money and get cars and locomotives up and running again
for use across the national system, Amtrak congratulates
the Mechanical Planning Team on winning a PSSA for
Achievement.
Southwest Chief
TIGER Grant Team
Various Locations
Through strong
collaboration and a
forward-thinking vision,
members of the Southwest
Chief TIGER Grant Team
have helped to ensure that
the Southwest Chief (FY15
ridership of 367,000) will
remain on its current routing to benefit the communities it
serves and the next generation of intercity rail customers.
A few years ago, the quality of passenger service over the
portion of the Southwest Chief route in Kansas, Colorado
and New Mexico began to deteriorate, leading to significant
reductions in speed. A proposed reroute south through Texas
was estimated to cost Amtrak about $100 million. In 2013, the
states, more than 20 municipalities and counties along the route,
local passenger rail associations, Amtrak and BNSF began discussions on how to keep the train on the current route.
Negotiations between Amtrak and BNSF led the latter to
agree to maintain 79 mph speeds if applications for railroad
improvement funding submitted by communities along the
route were successful. Garden City, Kan., (2014) and La Junta,
Colo., (2015) took the lead in submitting applications for
Transportation Investment Generating Economic Recovery
(TIGER) grants on behalf of the project. Together, they won
grants worth $27.7 million; with matching funds provided by the
states, local communities, Amtrak and BNSF, $46 million in infrastructure investment has been obtained to enhance the rail line.
Altogether, the work supported by the TIGER grants will
create a 127-mile continuous section of newly rehabilitated class
IV track maintained by BNSF for the next 20 years. Under the
TIGER VII grant won by La Junta, crews will renew 56.9 miles
of rail, install 16 new turnouts and rehabilitate 17 grade crossings.
Completion of the project will result in increased train
speeds, a time savings of two and a half hours for the
Southwest Chief and additional time for Amtrak crews to
clean and repair equipment at the endpoints.
Amtrak thanks members of the Southwest Chief TIGER
Grant Team for their unprecedented coordination across
state lines and congratulates them for winning an Amtrak
Champion PSSA.
Members of the Mechanical Planning Team include:
Ricky Adams, Senior Production Systems Specialist,
Operations Department, Mechanical, Beech Grove, Ind.
Ronald Butler, Foreman III QMS, Operations Department,
Mechanical, Beech Grove, Ind.
Eric Chapman, Manager Production Planning and Systems,
Operations Department, Mechanical, Wilmington, Del.
Thomas Milles, Senior Manager Procurement, Finance
Department, Procurement and Logistics, Philadelphia, Pa.
Members of the Southwest Chief TIGER Grant Team include:
Matt Allen, City Manager, Garden City, Kan.
Tom Church, New Mexico Department of Transportation, New
Mexico
Steve Cottrell, Assistant to the City Manager, Garden City, Kan.
Ashley Freburg, Communications Specialist, Garden City, Kan.
Loren Hatch, New Mexico Department of Transportation, New
Mexico
Mark Imhoff, Colorado Department of Transportation,
Colorado
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President’s Safety
and Service Awards
Mike King, Kansas Department of Transportation, Kansas
Rick Klein, City Manager, La Junta, Colo.
David Krustinger, Colorado Department of Transportation,
Colorado
John Maddox, Kansas Department of Transportation, Kansas
Sal Pace, County Commissioner, Pueblo County, Colo.
Pete Ricksershauser, Southwest Chief Commission, Colorado
Bill Sauble, Chair, Colfax County Board of Commissioners,
New Mexico
Frank Sharpless, New Mexico Department of Transportation,
New Mexico
Jim Souby, Colorado Association of Railroad Passengers,
Pueblo, Colo.
DIVERSITY
Joseph “Blair” Slaughter
Principal Industrial Designer,
Operations Department –
Mechanical,Wilmington, Del.
Joseph “Blair” Slaughter joined
Amtrak in 1989 as a project manager
for the Northeast Corridor Mechanical
group. Blair was an interior/industrial
design engineer from 2002 to 2005,
when he became a principal engineer.
Since 2014, he has served as a principal industrial designer
with a specialty in the Americans with Disabilities Act (ADA)
and accessibility issues. Blair works tirelessly with a wide variety of stakeholders to improve the accessibility of Amtrak’s
rolling stock.
Blair has been an advocate for universal design for many
years and approaches his projects with great enthusiasm.
Amtrak’s executive staff appointed Blair to represent the
company on the Rail Vehicle Access Advisory Committee
(RVAAC), which was created by the U.S. Access Board to
make performance recommendations for new and improved
accessibility requirements pertaining to rail vehicles. The
committee consisted of rail carriers, disability community
advocates and other interested parties. Blair participated in
three national RVAAC meetings and multiple subcommittee
conferences from 2013 to 2015.
As the lead for the RVAAC Onboard Circulation and
Seating Committee, Blair spent many hours at home preparing and writing reports. He also drafted the final subcommittee
report and presented it to the full U.S. Access Board. The disability community greatly appreciated his willingness to listen
to their issues concerning train travel and to incorporate their
suggestions for improvement into the final report.
Blair has made engagement with the disability community
a best practice at Amtrak. David Nelson, senior community
outreach specialist, recalled, “When we invited individuals
with disabilities, the U.S. Access Board and the FRA to experience mock-ups for the Viewliner II Accessible Bedroom, Blair
never left the room. He spent the time talking, listening and
making notes.” Thanks to Blair, Amtrak has shown that it is
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working diligently to comply fully with the spirit of ADA.
For his commitment to improving accessibility and customer service for our passengers with disabilities, Amtrak
salutes Joseph Slaughter for winning a PSSA for Diversity.
EXCELLENCE IN CUSTOMER SERVICE
Leonardo “Leo” Fredrick
Train Attendant, Operations
Department – Long Distance Services
Business Line, Miami, Fla.
Leonardo “Leo” Fredrick joined
Amtrak in 1988 as a train attendant.
In 2010, he became a sleeping car
attendant. Leo boards and detrains
passengers, sets up and breaks down
cars, makes beds, delivers meals and
prepares beverages.
Customers rave about Leo. They even plan their trips
around his schedule. Leo offers all passengers respect and a
smile. He studies his manifest, so he can address all of them
by name, and he remembers previous riders—their likes and
dislikes. He always keeps passengers informed of delays and
is known for helping in the dining car, so his passengers can
receive quick service.
Leo comes up with solutions to problems. Once, there was
a family with three children in his car. Leo gave his personal
tablet to the boy to keep him occupied. On another occasion,
Leo gave up his personal room because a passenger’s room
was too hot. Another customer didn’t like the food in the
dining car, so Leo asked the cafe car not to charge her. On
numerous trips, he has retrieved medications from checked
baggage. He has even helped save heart attack victims and
disarm passengers—service way beyond the call of duty.
Dozens of satisfied customers have written to praise Leo
for his work. In the wake of a delay, one passenger wrote, “His
sense of humor, being able to advise and soothe slightly irritated passengers, shows that special quality that dealing with
the public requires.” In February 2016, the Amtrak Customer
Advisory Committee presented Leo with an award for his
excellent customer service. It is one of the highest honors any
company employee can receive.
For his dedication to making every trip perfect, Amtrak
salutes Leonardo Frederick for winning a PSSA for
Excellence in Customer Service.
Faye Garner
Train Attendant, Operations
Department – Long Distance Services
Business Line, Miami, Fla.
Faye Garner came to Amtrak
in 2009 as a train attendant in New
Orleans. Since 2011, she has been
a train attendant on the Silver Star,
where she is responsible for the
care, safety and well-being of her
President’s Safety
and Service Awards
passengers and the cleanliness of her car. Faye’s foremost
goal is to offer her customers an unforgettable experience.
Whether it’s their first or 50th trip, every passenger is her
only passenger.
More than 20 complimentary letters written by customers
to Faye in the last year show that she impresses the public.
One passenger wrote, “Faye was an outstanding attendant in
that she was very informative and friendly. She kept the coach
clean and assisted passengers with various chores and
requests. I was very impressed with her warm and outgoing
personality. She is an outstanding employee who deserves recognition for her dedicated work.” Many customers say they
hope to have Faye as their attendant on their next trip. They
even request her.
“Faye is Amtrak—from getting to know her
passengers’ names prior to boarding so she
can greet them, to her strict adherence to our
grooming and uniform standards and her
unparalleled professionalism.”
Testimonials from her supervisors and coworkers are just
as enthusiastic. Mildred Stalling, onboard services manager for
the Silver Service and Faye’s immediate supervisor, said, “Faye
is Amtrak—from getting to know her passengers’ names prior
to boarding so she can greet them, to her strict adherence to
our grooming and uniform standards and her unparalleled
professionalism.”
Once, after a grueling day between Raleigh, N.C., and
Washington, D.C., Faye heard that Train No. 91 was traveling
from New York to Washington, D.C., with no support staff.
Faye—on her own—boarded a Northeast Corridor train just
before 5 a.m. the next morning and traveled to New York
Penn Station to set up the sleeping cars and work the entire
train by herself until it arrived in Washington. She insisted on
welcoming passengers to their rooms and serving them for the
four-hour ride. Faye’s motto is, “Let’s make the best of it, and
go forward.”
For her positive attitude and total focus on the customer
experience, congratulations to Faye Garner for winning a
PSSA for Excellence in Customer Service.
Kevin Martinez
Train Attendant, Operations
Department – Long Distance Services
Business Line, New Orleans, La.
Kevin Martinez came to Amtrak
in 2011 and worked as an extra board
until 2013 when he became a train
attendant. Kevin now works as a
sleeping car attendant on the City of
New Orleans. His duties include bed
turndown service, meal delivery, room cleanliness, wakeup
service, assisting coworkers and helping customers board and
get off of the train.
There are 364 positive entries in the Transportation
Department Review System about Kevin; 64 note his exceptional customer service and attention to safety. Although
preparing the equipment for departure is a job for the ready
crew, Kevin boards early to personalize his sleeping car by adding a greeting card with his name on it in every room. Once the
journey is underway, he introduces himself to each customer
and discusses services and amenities. He even gets on the public
address system to talk about towns and sights customers can
see out the window as the train passes by.
Once, the lower level of his sleeping car flooded, so Kevin
had to relocate passengers in six rooms to the adjacent sleeping car (where there were only three rooms available) and the
coaches. Kevin walked back and forth between three cars to
continue offering outstanding service to all of his passengers.
Instead of complaining, the customers called to congratulate
Kevin on his professionalism.
He is much appreciated by his coworkers, too. One
commented, “His dedication to the craft of service goes
unmatched!” Another said, “He always delivers exceptional
customer service and projects a very positive image for the
company.” Because of Kevin’s everyday exemplary service, he
was one of the select few to usher a group of dignitaries on
the recent Gulf Coast Inspection Train between New Orleans
and Florida.
For his consideration of customers, coworkers and the
company brand, Amtrak congratulates Kevin Martinez for
winning a PSSA for Excellence in Customer Service.
Vivian Reddick
Sleeping Car Attendant, Operations
Department – Long Distance Services
Business Line, Miami, Fla.
Vivian Reddick first joined
Amtrak as a train attendant in 1979.
She became a sleeping car attendant
in 2015. Vivian’s duties on the Silver
Meteor include bed turndown service,
upstairs meal delivery, room and bathroom cleanliness and wakeup service.
Vivian is the epitome of customer service. She is patient,
friendly and helpful and always gives customers a train ride
they will never forget. Before every trip, she checks her equipment and familiarizes herself with the names on her passenger
manifest. Then, she welcomes each and every passenger with
a smile. After the train starts rolling, she walks through the
car to introduce herself and the train, explain the amenities
and answer questions. Along the way, she points out places
of interest. She leaves chocolates on the towels and coloring
books for children. On holidays, she decorates her car for the
enjoyment of all.
When something goes wrong, Vivian goes into action. She
will do whatever it takes to make her car work if something
breaks down between stations. If there is a service disruption,
she stays up to attend to her passengers’ needs and makes sure
they are informed.
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President’s Safety
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Passengers praise Vivian’s sparkling personality, polite
manner, professionalism and willingness to assist in any way
possible. One passenger wrote that Vivian “was outstanding.
She was the ultimate in politeness, professional attitude and
pleasant. My husband is a totally wheelchair-bound Vietnam
veteran. She was so thoughtful. If you are having workshops
on how to care for passengers on Amtrak, you need to use
[her]. She is a joy to know.” Another customer wrote, “She is a
true asset to Amtrak.”
Vivian is a role model and positive influence on other
employees. She is instrumental in training new hires by
showing them how to take care of customers. She pitches in
wherever necessary without being asked.
For her years of dedicated customer service and teamwork, Amtrak congratulates Vivian Reddick for winning a
PSSA for Excellence in Customer Service.
Gregg Shanno
Customer Service Representative,
Operations Department – Long
Distance Services Business Line,
Raleigh, N.C.
Gregg Shanno joined Amtrak
in 1997 and over the years has held
several positions, including Red Cap,
ticket agent and passenger services
representative. In 2015, he became a
customer service representative.
Gregg was the lead agent at the Cary, N.C., station in 2015,
when it ranked first in the nation with an electronic Customer
Satisfaction Index (eCSI) score of 95 percent. He is now the
lead agent in Raleigh, where customer service numbers are
on the rise. He works behind the ticket counter, on the station
floor, the platform and all over the property to serve customers, cut costs and enhance security.
Gregg is willing to do everything he asks his colleagues
to do. When he took over the lead role in Raleigh, he noticed
that several of the senior employees did all the administrative
tasks, while the junior ones handled baggage and cleaning.
Gregg created a work rotation to ensure that employees
accomplish different tasks daily. He recognizes employees’
work through emails and social events and makes a special
effort to thank staff members who have gone the extra mile
during service disruptions.
He constantly looks for operational updates and makes
sure employees are informed of all new procedures. He
takes extra care when ordering supplies and making repairs.
Once, Gregg reached out to the State of North Carolina
and asked if they had extra mulch he could use on the station’s grounds. The state delivered a truckload for free. The
manager offered to pay someone to spread it, but Gregg volunteered, saying the money could be better used elsewhere.
Gregg has gone the extra mile on many occasions, removing
debris, applying drywall and completing landscaping and
masonry work.
Jay McArthur, senior manager state corridors, said that
he has never seen a better run station. But Gregg simply
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tells employees, “We do a good job because it is the right
thing to do.”
For his outstanding leadership, we congratulate Gregg
Shanno for winning a PSSA for Excellence in Customer
Service.
EXCELLENCE IN LEADERSHIP
Michael “Mike” Chandler
Deputy General Manager - Operations
Department – Long Distance Services
Business Line, Los Angeles, Calif.
Michael “Mike” Chandler came
to Amtrak in 1989 as a production
line director. In 2002, he joined the
Southwest Division as a superintendent, then rose to the position of
general superintendent. In 2013, he
became deputy general manager of the division. Mike manages more than 1,600 employees and oversees the Coast
Starlight, Southwest Chief, Sunset Limited, Texas Eagle,
Heartland Flyer and Pacific Surfliner.
Throughout his career, Mike has exemplified leadership
and mentored managers at all levels.
“He inspires his team, first by being honest and up front
with you when there is a difficult problem or situation. He
has a very strong work ethic, and is a great listener and
always seeks opinions,” said Tim Cooper, superintendent of
operations.
Mike has an exceptional safety record. Under his leadership, the Pacific Surfliner had no operating rule violations for
18 months, from August 2013 to February 2015, and for 14
months through April 2016. Under Mike, the Southwest
Division Liberty Mutual Cross Functional Team received a
safety recognition award from the Association of American
Railroads.
“Mike is a truly gifted leader and is one of the
best operating minds not only at Amtrak, but in
the railroad industry.”
Mike manages to protect and grow Amtrak’s business. He
worked with the North County Transit District to expand the
Rail2Rail program on Coaster trains, an agreement that made
more than $2 million in the first two years. Mike’s leadership
has also proved invaluable in coordinating with the new Joint
Planning Association (JPA)/LOSSAN group that oversees the
Pacific Surfliner. He is working with the JPA to expand service
and thereby increase job opportunities.
Mike also led the negotiations with Metrolink to extend
the Metrolink Commuter Operation Contract for three
years. Richard Wessler, BNSF’s director of passenger rail
operations, said, “Mike is a truly gifted leader and is one
of the best operating minds not only at Amtrak, but in the
President’s Safety
and Service Awards
railroad industry.”
For his superior management and promotion of the company’s core values, Amtrak congratulates Michael Chandler
for earning a PSSA for Excellence in Leadership.
Sheila Marrs
Supervisor - Sales and Customer
Service, Marketing and Sales
Department, Riverside, Calif.
Sheila Marrs joined Amtrak in
1998. In 2003, she joined Reservation
Sales and in 2013, she became supervisor of the call center in Riverside.
Sheila supervises a team of approximately 15 sales agents and relief
supervisors. She is responsible for encouraging her team and
monitoring their sales and calls to customers.
Sheila’s team covers call center activity from 6:00 p.m. to
2:30 a.m. Although there are not as many calls during these
hours as there are during the day, Sheila’s booked revenue is
well in line with that of her “primetime” colleagues. In 2015,
the average booked revenue across all call center supervisors
was $10.2 million, but Sheila’s team brought in just over $11
million.
Across the board, team members commend Sheila for
her ability to provide constructive criticism and communicate praise. She congratulates employees on their hard
work and demonstrates how proud she is of them. To those
needing encouragement, Sheila says, “You can do this!” If
someone isn’t performing well, Sheila will play back a conversation with a customer. She starts by identifying all of the
agent’s positive actions before discussing areas for improvement. To show her appreciation to team members, she gives
small incentives, like candy and keychains, to top weekly
performers. According to Linda Lair, relief supervisor, Sales
and Customer Service, employees want Sheila to be proud
of them.
As a true leader, she practices what she preaches. Her
supervisor, Velvet Samuel, manager of Sales and Customer
Service, said Sheila has often changed her own schedule to
daytime hours to help other supervisors manage agents or to
participate in meetings held during regular business hours.
Mentoring seems to come naturally to Sheila. She is part
of the Management Mentorship Program for new relief supervisors. She is also the facilitator for the Incentive Committee,
a group that develops games, challenges and prizes to encourage agents to increase sales. For the Performance Recognition
Program, Sheila volunteered to prepare—on her own time—a
PowerPoint presentation for the End-of-Year Call Center
luncheon, which recognized exceptional sales agents and
other personnel; her presentation included a picture of each
recipient.
For her caring management style and sales success, Amtrak
congratulates Sheila Marrs for winning a PSSA for Excellence
in Leadership.
INNOVATION
Timothy Corbett
Lead Service Attendant,
Operations Department –
Long Distance Services
Business Line, Los Angeles,
Calif.
Josh Lynn
Lead Service Attendant,
Operations Department –
Long Distance Services
Business Line, Los Angeles, Calif.
The Just For You (JFY) Team improved service on the
Coast Starlight and other long-distance trains by developing a
new hot meal service that bridges the gap between lounge and
dining cars. Team members Timothy Corbett and Josh Lynn
developed menus and ways to deliver meals at a reduced cost
to customers who want to remain in their coach seats. The JFY
team met with chefs, lead service attendants, service attendants and train attendants to design the menu and sought the
endorsement of Amtrak’s Public Health department.
From its start in June 2015 through March 2016, the JFY
initiative provided more than 12,000 meals to customers on
the Coast Starlight and generated more than $120,000 in revenue. By enjoying a meal at their seats, a family of four can now
spend $48 for a meal instead of $100 in the dining car. Per trip
on the Coast Starlight, an average of 43 meals was provided
through JFY, earning approximately $451 in revenue.
Timothy’s and Josh’s ingenious innovation helped the dining car crew make an additional $35,000 in coach revenue
while also freeing up space in the dining car. “Josh and Tim
think outside of the box and are not afraid to try new things
and look for new ways to increase revenue and add to the
customer experience,” said Mike Chandler, deputy general
manager, Southwest.
Because of the success of JFY on the Coast Starlight, it
has expanded to the Southwest Chief, Texas Eagle and Sunset
Limited, and the JFY team members are training Amtrak
employees on their program system-wide.
For creatively—and deliciously—improving customer service and increasing profits, Amtrak salutes Timothy Corbett
and Josh Lynn for earning a PSSA for Innovation.
LIVING OUR VALUES
Billie Ernest
Manager of Charter and Special
Movements, Operations Department –
System Operations, Wilmington, Del.
Billie Ernest joined Amtrak in 1993
as an administrative chief in Material
Management Services. She later held
positions including manager of train
operations and moved to the Charter
and Special Movements group in 2013.
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As the private car manager in the Charter and Special
Movements group, Billie has responsibilities that go well
beyond her job description. She oversees all private travel
throughout the country and manages billing in conjunction
with the Finance department in Philadelphia. She backs up
Amtrak’s Charter group and oversees the president’s travel
cars, including the Beech Grove and Pacific Cape.
Billie is a team player and treats every customer with great
respect. Her actions have directly resulted in continued and
new business from private car owners. Colleagues describe her
as trustworthy and a woman of her word. Even when there is
difficult news to deliver she follows up with customers and
offers alternatives. Her manager Frank Foldetta, director of
Charter and Special Movements, said, “Hands down, her consistency and reliability are unmatched!”
“Even if something isn’t done perfectly this time,
it’ll be corrected and even better the next time;
that’s just who [Billie] is.”
During a recent customer charter request, when Amtrak
was unable to operate the charter as outlined by the client,
Billie organized a private car move from Spokane, Wash., and
coordinated with a small short-line railroad to get the customer to the destination. By considering all available options,
she helped Amtrak generate $145,000 in revenue, which
would have been lost. Foldetta added, “Even if something isn’t
done perfectly this time, it’ll be corrected and even better the
next time; that is just who she is.”
Billie always demonstrates business acumen. She recommends route preferences and streamlines the operation of
private cars with field coordination to save money. She always
considers risks to Amtrak in her decision-making process. She
was instrumental in developing the tariff rates for private cars
and other costs directly billed to private car owners. Stephen
Robusto, manager of Charter and Special Movements, said
that Billie’s team leadership in developing the tariff rates generated over $3.2 million in private car revenue in Fiscal Year
2015.
Billie Ernest always puts customers, members of her team
and Amtrak’s profitability first. Congratulations to her for
winning the PSSA for Living Our Values.
Parrish Gross (In Memoriam)
Senior Manager Claims, Law
Department, Beech Grove, Ind.
Parrish Gross joined Amtrak as a
claims representative in 2001. In 2013,
he became senior manager of the
Claims department for the western
region. He supervised 14 employees
and managed critical injuries, fatalities and lawsuits. Sadly, Parrish passed
away in March 2016.
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Amtrak Ink
Parrish always encouraged his team members to do their
best for Amtrak. He understood the importance of developing personal relationships in order to work effectively
with colleagues and fairly with claimants. He was a strong
communicator and always shared information. Executive
Vice President, Chief Legal Officer, General Counsel and
Corporate Secretary Eleanor Acheson added that around
Parrish you sensed a “palpable caring for people—that they
be safe in their work, in their train travel and in their lives
generally.”
Lois Elliot, senior evidence preservation coordinator,
recalled, “Parrish helped guide me on multiple critical incidents in my role of gathering and preserving evidence. In June
2015, Parrish coordinated a meeting with Transportation/
Operations, Engineering senior managers, Amtrak’s associate
general counsel, Claims department managers, senior claims
specialists and myself to communicate and establish a protocol for retaining physical evidence subsequent to a critical
incident, which led to the formation of the Michigan Line
Evidence Preservation Team.”
Around Parrish, “you sensed a palpable caring
for people—that they be safe in their work, in
their train travel and in their lives generally.”
As an active member within the Association of American
Railroads (AAR), Parrish passionately supported The
Bulletin—an AAR industry publication—donating countless
hours preparing and reviewing articles, drafting editions for
accuracy and making every effort to ensure each edition was
perfect.
As a member of the AAR Executive Leadership
Committee, Parrish worked months in advance in course preparation and activities for Claims School Basic and Advanced
attendees. During Claims School each May, he personally
provided the Amtrak updates to the participating foreign
lines’ representatives. Parrish additionally taught Railroad
Investigative Training to the attendees in Claims School Basic
and Advanced Courses.
For his dedication to the company and the safety of all,
Amtrak posthumously honors Parrish Gross with a PSSA for
Living Our Values.
Shawn Klimpel
Passenger Conductor, Operations
Department – Long Distance Services
Business Line, St. Cloud, Minn.
Shawn Klimpel started with Amtrak
as an assistant conductor in 1992. In
2014 he became a conductor on the
Empire Builder, where he is responsible
for keeping his passengers and coworkers safe despite challenges like the
brutal winter conditions experienced along the route.
President’s Safety
and Service Awards
Among long-distance routes, the Empire Builder maintains
one of the highest customer service scores, and colleagues
credit part of this success to Shawn. He makes young passengers into “railroad safety partners” and offers older
passengers a trip full of fun, relaxation and excellent service.
Interest in the well-being of passengers and team members
prompts Shawn to volunteer for various company initiatives.
He became the eTicketing mobile device coordinator and
trainer for the St. Cloud crew base. He also led development
of a passenger-handling plan for St. Paul Union Depot and
helped adjust baggage and passenger service procedures at
the Winona, Minn., station.
Every day Shawn demonstrates that teamwork is an integral part of Amtrak’s overall success. He is always the first to
train and mentor new hires. In job briefings, he is an active
leader who encourages everyone’s participation. Shawn demonstrates patience and understanding when a coworker has
issues on the job and always shows the fellow employee the
right path to growth.
In his free time, he has volunteered to teach railroad safety
to more than 3,000 elementary-school children and youth
from Nebraska to North Dakota. As a Girl Scout merit badge
counselor, Shawn awards the Railroad Safety Badge to scouts
who attend his railroad safety course. Last year, he served as
a resource for In Transit, a film about the people who ride the
Empire Builder. Everyone, from school children to elected
officials, praises Shawn for his work.
For his dedication to customers and safety, on and off the
job, Amtrak commends Shawn Klimpel. Congratulations to
him for winning a PSSA for Living Our Values.
SAFETY ACHIEVEMENT
Safety Briefing Team
Operations Department –
Mechanical and Operations
Safety – Various Locations
The Safety Briefing
Team realized that some
foremen were uncomfortable speaking publicly in
front of others, so its members created a 12-minute
safety video to show foremen how to deliver effective safety
briefings. The video is meant to build their confidence so they
can lead a safety briefing that engages the entire group and
gives colleagues a good perspective on planned work.
Team members came up with the idea for the video
after participating in a corporate program focused on public
speaking. They thought a video would help the Mechanical
department work toward the company goal of improving
safety and security through continuous improvement. The
team identified on-camera speakers, set up the film equipment
and selected shooting locations.
Without a script, the video shows real-life Amtrak
Mechanical department employees speaking about safety
at work and in their personal lives. Foremen may watch the
video on the job rather than devote an entire day to training.
The video has been viewed by foremen at 26 locations across
the country. Many have commented that they are now more
confident in sharing information about problems they see in
the workplace and developing collaborative solutions.
For devising a valuable means of guaranteeing the welfare
of all Mechanical department personnel, Amtrak congratulates the Safety Briefing Team for earning a PSSA for Safety
Achievement.
Members of the Bear Safety Committee include:
Gary Atallian, Car Repairman Grade C, Operations
Department, Mechanical, Bear, Del.
J. Bruce Carlton, Manager Mechanical Operations, Operations
Department, Mechanical, Bear, Del.
Jerome Garland, Foreman II Full, Operations Department,
Mechanical, Miami, Fla.
Eric Jackson, Sheet Metal Worker, Operations Department,
Mechanical, Bear, Del.
Brian Morrill, Car Repairman, Operations Department,
Mechanical, Bear, Del.
Stephen Reader, Foreman II Full, Operations Department,
Mechanical, Bear, Del.
Mary Reynolds, Foreman II Full, Operations Department,
Mechanical, Bear, Del.
Joseph Rybaltowski, Car Repairman Grade C, Operations
Department, Mechanical, Bear, Del.
William T. Scott, Sheet Metal Worker, Operations Department,
Mechanical, Bear, Del.
Gene Shinaberry, Sheet Metal Worker Grade A, Operations
Department, Mechanical, Wilmington, Del.
Samuel Smith, Lead Safety Specialist, Operations Department,
Operations Safety, Philadelphia, Pa.
John Snyder, Car Repairman Grade C, Operations
Department, Mechanical, Bear, Del.
Christopher Wegman, Safe-2-Safer Facilitator, Operations
Department, Operations Safety, Bear, Del.
Shawn Wilson, Sheet Metal Worker Grade B, Operations
Department, Mechanical, Bear, Del.
SUSTAINED EXCELLENCE
Charles Crandall
Detective, Amtrak Police Department,
Harrisburg, Pa.
Charles Crandall began his Amtrak
career in 1988 as a patrol officer
and eight years later was promoted
to detective. He has served in the
Criminal Investigative division and
Training Unit and was also assigned
to the Federal Law Training Center
as a firearms instructor. Charles currently works out of the
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President’s Safety
and Service Awards
Harrisburg, Pa., field office where he is responsible for a territory covering the Keystone Corridor and areas as far west as
Altoona, Pa., and south to Martinsburg, W.Va.
In 2015, Charles was named Amtrak Officer of the Year
for his role in arresting eight individuals who had stolen copper wire in the Mid-Atlantic North division over a two-year
period. While doing firearms training, Charles has been quick
to recommend safety enhancements at the range that benefit all officers. He was recertified as the firearms instructor
through a secondary program and has made suggestions on
how the program should proceed in the future.
“Charles is very dedicated and exhibits perseverance in his
day-to-day work,” said Deputy Police Chief Lisa Shahade.
Many colleagues noted the respect Charles has earned
over his career—both from officers with whom he has worked
closely, as well as from newly hired officers that he trains as a
departmental instructor. When asked about how he administered first aid and provided assistance to a Pennsylvania state
trooper who had been struck by a car, Charles noted that he
“was simply at the right place at the right time.” This incident,
in which Charles used his body to shield the injured trooper
from a burning car, is just one of many that speaks to his spirit
of service and accountability.
Over his long career, Charles has won numerous honors,
including the 2015 Pennsylvania Outstanding Citizen Award,
Pennsylvania Governor’s 20 Shooters Award (2000-2016) and
the Georgia Governor’s 20 Shooters Award (1996-2000). He
was also nominated for a PSSA in Achievement in 2011.
For his commitment to his profession and his desire to
always set an example for others, Amtrak congratulates
Charles Crandall for winning a PSSA for Sustained
Excellence.
Julie Kams
Rate Quotation Clerk, Marketing and
Sales Department, Riverside, Calif.
Julie Kams joined Amtrak in 1997
as a rate and information clerk at the
Western Reservations Call Center.
In 2006, she became a rate quotation
clerk and now serves as a customer
support lead. She is responsible for
coordinating departmental procedures
and serves as an office manager for the support-desk staff
and Amtrak management. Julie liaises with onboard crew
members, the Consolidated National Operations Center, reservation sales agents and corporate stakeholders.
Julie is a formidable employee. Due to her extensive
knowledge in multiple roles throughout her career at Amtrak,
she is a trusted resource. She is customer focused and detail
oriented, and quickly identifies and reports problems. Phil
Bouchard, manager of Customer Service, said, “When I ask
her to do something, I know it will get done. I can walk away
from it and cross it off my list.”
Clyde Coatney, director of Contact Center Systems, added,
“Julie is on top of her game and understands the reservations
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system better than anybody. Everybody knows what to do
when things are running smoothly. Julie understands what to
do when things or systems go awry.”
Rarely is Julie without a phone in her ear. She is always
helping someone or contributing to a conference call. No
matter how busy she is, she never turns anyone away. Alan
Burnstine, principal business analyst, said Julie was “invaluable in testing Amtrak’s automated callback number and was
involved in every user test since its rollout. If there is a bug,
she finds it.”
“She is sought out by her peers and management staff
throughout our national system for her knowledge and problem-solving skills,” said Customer Support Supervisor Peggy
Beverage. “She makes herself available to anyone in need
and trains the best of the best customer support agents and so
much more.”
Congratulations to Julie Kams for embodying Amtrak’s
values and winning her second PSSA, this time for Sustained
Excellence.
Gregory “Greg” Kline
Amtrak Guest Rewards Agent,
Marketing and Sales Department,
Philadelphia, Pa.
Gregory “Greg” Kline joined
Amtrak in 2003 following a career
as a flight attendant. After serving as
a ticket/accounting clerk and ticket
sales agent, he became an Amtrak
Guest Rewards (AGR) agent for the
Mid-Atlantic Region in 2010. Greg answers questions about
AGR; completes new enrollments; makes, changes and cancels redemption travel reservations; and does whatever is
necessary to smooth the trips of customers and support his
coworkers.
Greg was one of 18 agents who opened the AGR desk in
Philadelphia in 2010. Shortly thereafter, he became part of the
lead team because of his knowledge of the travel industry,
superior work and excellent customer service. The AGR
department has grown exponentially in its six years, and Greg
continues to assist a team of 54 agents, three leads and four
relief leads. He helps train and follows up one-on-one with
new employees. Recently, he assisted a Deloitte team in identifying AGR department needs for the new reservation
platform. Atiya Lark, AGR supervisor, said, “Greg is an
instrumental part of AGR!”
“Greg creates the ultimate customer experience.
He is determined to provide excellent work
every time. I know I can trust Greg to make the
best decisions for the customer while protecting
the assets of the company.”
President’s Safety
and Service Awards
Over 90 customers have written to compliment Greg on
his customer service. He makes it his personal mission to turn
angry customers around. Greg doesn’t avoid them or hand
them onto other agents. Instead, he patiently solves their
problems without taking any insults personally. Dubroy Fung,
a lead customer service representative who worked with Greg,
said he was “especially good when handling irate passengers
with their travel situations.”
Greg always goes the extra mile. Several months ago,
there was a glitch in a promotion for winter trips. The coupon didn’t allow eTicketing. Greg volunteered to review
hundreds of reservations, manually processed the coupons
and sent them to the ticket office for accurate accounting. He
also provided valuable feedback on how to avoid the problem in the future.
Sheila Thomas, AGR supervisor, said, “Greg creates the
ultimate customer experience. He is determined to provide
excellent work every time. I know I can trust Greg to make
the best decisions for the customer while protecting the assets
of the company.”
For his outstanding work ethic and customer service, we
congratulate Gregory Kline for winning a PSSA for Sustained
Excellence.
Stephen “Steve” Lloreda
Train Attendant, Operations
Department – Long Distance Services
Business Line, New Orleans, La.
Stephen “Steve” Lloreda joined
Amtrak in 1991 as a sleeping car
attendant in New Orleans. Passengers
consistently say Steve is the best attendant they have ever encountered on
Amtrak. Rather than rely on the ready
crew, he goes to his car early and checks everything. If there
is an issue that might affect customer service, he immediately
contacts the Mechanical department to get it resolved before
the train leaves.
He greets all passengers with an infectious smile and
returning ones by name, before delivering an inviting introduction to the journey. When customers prefer to eat in their
rooms, Steve prepares their orders and sets the tables. Due
to Steve remembering the individual needs of customers, he
has several regular passengers who book their trips around
his schedule. Management asked Steve to work the recent
Amtrak Gulf Coast Inspection Train from New Orleans to
Florida because of his can-do attitude and neat, polished
appearance.
Steve works exceptionally well under adverse conditions—
and with people of all ages. On one trip, the air conditioner
wasn’t working on his sleeping car. He remained calm and
receptive to passengers’ needs and did everything he could
to keep them comfortable, even if it meant moving them to a
different location on the train. When a young passenger left
a teddy bear on his car, Steve took pictures of the bear riding the sleeping car with scenery in the background. He then
shipped the stuffed animal home, along with the photos and a
few Amtrak souvenirs, making it appear the bear had been on
a grand adventure!
Steve is very active in training new hires and is a member of Operation RedBlock and the New Orleans Safety
Committee. He even starred in an employee-targeted Liberty
Mutual Cross Functional Safety video that demonstrated
MoveSMART techniques and safety along stairways.
Stephen Lloreda is a model of customer service and safety.
Amtrak congratulates him for winning a PSSA in Sustained
Excellence.
James “Jim” Mickey
Carman Journeyman, Operations
Department, Mechanical, Beech Grove,
Ind.
James “Jim” Mickey started as a
carman welder in 1980 and became a
carman journeyman in 2006. Jim works
in the Beech Grove trim shop, where
he overhauls cars and locomotives. He
helps install new carpet, seats, windows
and interior finishes. His work requires attention to detail
because it is what customers see, touch and remember about
Amtrak.
Jim is respected by his peers for his craftsmanship, costsaving initiatives and willingness to help others. He takes the
initiative to improve his work and completes his assignments
correctly the first time and on time, while boosting the spirits
of those around him.
Jim is a leader who always steps up to fill in as foreman
and to mentor new hires. When he sees someone doing a task
that requires two people, he immediately offers to help. He
is willing to take on duties that are not in his job description,
especially the smaller ones that take time to master. For 15
years, he has served on the safety committee. When his partner experienced heart problems, he put his knowledge into
action by calling 911, notifying the supervisor and staying until
the medics arrived.
Saving Amtrak money is one of Jim’s perennial goals. He
realized that replacing ladders in Superliners and Viewliners
was unnecessary because he could refurbish a ladder for only
$185. So instead of paying $975 for a new one, Amtrak could
save $790 per ladder to yield a yearly savings of $152,556. Jim
took the wheelchair ramps out of the cars and reworked them,
instead of discarding them. Ninety-five percent of the time, the
ramps—which cost $1,700 each—are only in need of a $100
clip and lock.
He also created templates for armrest covers, end caps
for luggage racks on sleeping cars, and pants and skirts for
Viewliner air conditioning units. He and his coworkers can
now produce new components quickly and efficiently.
James Mickey is a creative thinker and a true team member and leader. Congratulations to him for winning a PSSA in
Sustained Excellence.
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President’s Safety
and Service Awards
VALOR
Robert Cameron
(Retired), Sergeant, Amtrak
Police Department
Charles Crandall
Detective, Amtrak Police
Department, Harrisburg, Pa.
Robert Cameron
joined the Amtrak Police
Department in 1982
and worked out of the
Lancaster, Pa., field office before retiring in summer 2016.
Charles Crandall began his Amtrak career in 1988 as a patrol
officer and eight years later was promoted to detective. He
has served in the Criminal Investigative Division and Training
Unit.
At about 3 p.m. on March 27, 2015, Robert and Charles
were driving southbound on Interstate 81 when they saw
a Ford Explorer collide with an unmarked Pennsylvania
State Police cruiser parked along the shoulder. The collision
launched Robert Bemis, a Pennsylvania state trooper, 10 feet
in the air and filled the scene with smoke. Robert and Charles
immediately activated their vehicle’s emergency lights to stop
traffic in both southbound lanes.
Rushing to the scene, they found Trooper Bemis lying
prone, partly underneath the guardrail and bleeding profusely from his head. It seemed that Bemis had stopped to
render assistance to a motorist towing a trailer after his car
had caught fire. Charles and Robert checked Bemis’s vital
signs and provided first aid. Charles called 911, while Robert
attempted to douse the fire with an extinguisher.
“[Crandall and Cameron] are faithful to their
calling to ‘protect and serve’”
After establishing that Bemis was alive but critically
injured, Charles positioned himself on the ground between the
fire and the trooper, afraid to move him. He comforted Bemis
as they waited for emergency responders to arrive. Although
Robert was fighting the fire valiantly, it started to inch its
way toward Charles and the injured officer. The heat built on
Charles’s back as he lay protecting the trooper, who has since
recovered and returned to his duties.
“Brave,” “heroic,” “humble” and even “supernatural”
are adjectives other officers use to describe Charles’ and
Robert’s actions that day. “Crandall and Cameron are that
kind of men,” their colleagues said. They are faithful to their
calling to “protect and serve.” The Pennsylvania State Police
Department awarded Charles and Robert Outstanding
Citizenship awards, and the APD made Charles its 2015
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Officer of the Year.
Amtrak congratulates Charles Crandall and Robert
Cameron for their quick thinking and extreme courage and is
pleased to award them a PSSA for Valor.
Eugene Jakubowski
Customer Service Representative,
Operations Department – Northeast
Corridor Services Business Line, Utica,
N.Y.
Eugene Jakubowski has been an
employee with Amtrak since 1977. He
served as a Red Cap and baggage man
for more than 20 years before becoming a ticket/accounting clerk in 2010
and a customer service representative in 2014.
On the evening of July 21, 2015, Eugene was performing
one of his regular duties as the lone customer service representative at the Utica station. He was escorting an elderly
woman to the platform, so she could wait for the eastbound
Maple Leaf. Suddenly, a runaway railcar slammed into a
nearby vintage locomotive at 40 miles per hour, knocking it
into the station with tremendous force.
Not knowing what occurred, Eugene’s first thought was
to get his customer to safety. He said, “I asked the passenger
if she could run, and she said no, so I held onto her arm and
led her to a safer area.” They walked away from falling bricks,
glass and a blinding cloud of dust. Eugene calmed her and
continued to hold onto her arm until they were clear of the
flying debris.
Once she was in a safe area, he worked with emergency
responders to notify dispatchers and help secure the area to
ensure uninterrupted train service. He directed passengers
who were running onto live tracks to get away. He quickly
assessed the station’s supporting beams, closed the walkway
above the tracks and set up temporary crosswalks to guarantee safety.
Charles Poltenson, a quality assurance inspector at the
New York State Department of Transportation (NYSDOT),
marveled that Eugene didn’t flinch or run away. His calm
approach and focus on safety and service reflect the highest
possible standards of customer service. NYSDOT awarded
Eugene for his bravery.
To ensure the safety of Amtrak customers, Eugene
Jakubowski faced a truly terrifying incident with selflessness
and professionalism. Congratulations to him for winning the
PSSA for Valor.
**Please note that not all members of the teams are depicted in
the photos in this publication.
President’s Safety
and Service Awards
2016 PRESIDENT’S SERVICE AND SAFETY
AWARDS SELECTION COMMITTEE
Executive Committee Advisor
Barry Melnkovic, Chief Human Capital Officer
Co-Chairpersons
Julia M. Costello, Senior Employee Relations Manager,
Human Capital, Washington, D.C.
Tara T. Tobias, Lead Employee Relations Specialist, Human
Capital, Philadelphia, Pa.
Dawn P. Marcelle, Senior Human Capital Compliance
Manager, Human Capital, Washington, D.C.
Advisor
Elijah L. Brown, Manager On Board Services, Operations –
Long Distance Services Business Line, New Orleans, La.
Administrator
Nordia A. Gabbidon, Secretary 1, Operations – Long
Distance Services Business Line, Miami, Fla.
Committee Members
Kelli Ann Amatrudo
Michael Annone
Lisa Banks
Ashlee Boruff
Robert Brown
DeEdryl Danner
Amy Flynn
Casey Fredricks
Raymond Harris
Carole Henley
Capri Humbles-Harmon
Donald Johnson
Vera McBryde
Alexis Medina
M. Minnette Miller
Kimberly Monson
Nancy Roberts
Andy Saucedo
Joyce Schulze
Douglas Silkowski
Alice Wilson
Special Thanks
John Allen, Sr.
Jeffrey Black
Adria Boetig
Latiya Clea
Ed Dennis
Charles Gomez, Jr.
Reginald Greenlee
Johnnie Hickman-Johnson
Lena Johnson
Deborah Jowers
Patrick Kidd
Steve Lebo
Richard McGarity
Raven Padgett
Lisa Pulaski
Reprographics and Mail
Centers
Salome Samuel
Marlon LeCount Sharpe
Owen Sequira
Karen Shannon
John Shea
Angela Stowe
Laura Strashny
Taryn Tiberi
Gary Tunnel
Michael Upright
Marian Whitaker
Charles Woodcock
Special thanks to the many individuals and departments
who have supported the committee and helped make the program a success.
Very special thanks to our Senior Team Lead Elijah Brown
and our PSSA Administrator Nordia Gabbidon for your constant support.
Thank you to the 2016 committee members, who worked tirelessly on this year's PSSAs!
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Previous
PSSA Awardees
2015 PSSA Recipients Reflect on Their Awards
“
“
”
[Winning a PSSA] was a phenomenal experience. I got
to follow my mom’s lead—she was a previous winner.
We are very fortunate and very unique to probably
be one of the few mother-son combinations on the
train. [It’s important to] come out here and have fun
and be passionate about what you do. It is infectious.
Your colleagues will recognize it, your customers will
appreciate it and the company grows from it.
”
“
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It was a very good feeling that someone would
appreciate what I do for the corporation enough
to suggest that I was part of the company’s highest
award. As a winner of a PSSA I hope this can inspire
other individuals to further their career at Amtrak and
to further develop into the areas that we most value
within the corporation—those areas which will help
us grow in the future and promote passenger rail
service throughout the country.
Living our Values to me is to be able to come to work,
enjoy my work and do everything I can to make my
job better for myself and everyone I work with. It’s not
only what you’re doing at work; it includes things you
do outside of work too.
”
October 2016
Amtrak Ink
“
We all need that ‘Good for You’ pat on the
back and acknowledgement that we’re doing
our jobs.
”
“The opportunity to
become CEO of Amtrak
is another chapter in that
story of good fortune,
and I am excited to be
starting.”
Amtrak Names New CEO and President
C
harles “Wick” Moorman, a longtime railroad industry leader,
was named Amtrak’s next CEO,
effective Sept. 1. Moorman takes over
for Joseph Boardman who retired last
month after eight years with Amtrak.
A life-long railroader, Moorman
spent more than 40 years at Norfolk
Southern (NS), where he rose from management trainee in the Maintenance of
Way department to CEO and president.
Having worked at NS from the ground
up, he and his team modernized the way
that NS conducted business, served customers and worked with communities.
As CEO at NS, Moorman emphasized performance and teamwork across
all aspects of the company, helping to
drive a new culture of safety and service throughout NS’s system. When he
retired, NS was well-positioned to leverage opportunities and manage future
challenges.
“From childhood I have been
fascinated by the technology and
romance of our business,” Moorman
said. “As I have talked to people over
the years about my life and career, I
have always stressed how extraordinarily fortunate and blessed I have been.
The opportunity to become CEO of
Amtrak is another chapter in that story
of good fortune, and I am excited to be
starting.”
Moorman has the expertise and
vision to build on the record levels
of performance and investment that
Amtrak achieved under CEO
Boardman’s leadership. He is looking
forward to meeting with employees
and stakeholders to establish a strong
agenda to grow and strengthen Amtrak
and to work together with the board to
chart a course for our future.
“My immediate priority as I transition into the new role is to spend time
with the leadership team and to get
out and see as many of you as I can,
in order to get a better understanding of what we do, and how we do it,”
Moorman said. “I also encourage all of
you to let me know your thoughts on
what we can do together to improve the
company.” n
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Employee Milestones
Congratulations to All of You!
Please note that the calculation for time of service was recently changed to account for breaks in service as outlined in Human Capital
Management Policy 7.28.2, Employee Recognition (Amtrak Intranet>Library>Policies>Amtrak Policy and Instruction Manual>7.0
Human Capital Management). This may affect the date of your expected milestone.
20-Year
Anniversary
August 2016
PATRICIA GANCZAK
CA Reservation & Sales
Office
NICOLE HUTCHINS
New York Penn Station
MARY LINSDAY
CA Reservation & Sales
Office
MARK PETRILLO
Wilmington Shops
MARTA RIVERA
Springfield, Mass., Station
ANTHONY STANNIS
New York Penn Station
JAMES BOLT
Mid-Atlantic Division,
Baltimore, Md.
GREGORY BRENNAN
Providence MOW Base
JAMES BRZEZINSKI
Chicago Station
RHONDA COLLINS
Philadelphia 30th Street
Station
DENISE DUPART-COLLIE
Ft Lauderdale Station
DANIEL FLEMING
New York Penn Station
LUCAS HERNANDEZ
CA Reservation Sales
Office
30-Year
Anniversary
August 2016
RICK BARRIEAULT
Richmond Station
WILLIAM BATES
Richmond Station
MARK GALLAGHER
Rensselaer Mechanical
Facility
RON MILLER
Wilmington Station
JEFFREY DOYLE
Philadelphia Coach Yard
PETER MYERS
Philadelphia Coach Yard
JOHN FOULKS
Trenton Station
JOHN SPINDLE
Springfield, Mass., Station
MICHAEL GREGORY
Perryville M/W Base
35-Year
Anniversary
LANG HA
Transportation Bldg.,
Washington, D.C.
September 2016
BRIAN GOODKNIGHT
Beech Grove
Maintenance Facility
BRIAN HAINS
Rensselaer Mechanical
Facility
JERRY GRIFFITH
Beech Grove
Maintenance Facility
40-Year
Anniversary
August 2016
PATRICK HOLDER
New York Sunnyside Yard
VERA HENRY
Philadelphia 30th Street
Station
DAVID MARTAK
Transportation Bldg.,
Washington, D.C.
JOHN STEWART
Transportation Bldg.,
Washington, D.C.
September 2016
CHRISTOPHER RIZZO
Providence MOW Base
CHARLES DOCHNAHL
NW Base New Brunswick,
N.J.
GLEN COSNER
Washington Union
Station
ALISA SMITH
CA Reservation & Sales
Office
JOHN WILKINS
Philadelphia 30th Street
Station
RAYMOND MALEWSKI
New Haven, Conn.,
Station
September 2016
SHAWN PAYNE
New York Penn Station
DANIEL WEST
Midway Tower
MANUEL SUAREZ
New York Penn Station
ERNESTO RODAVIA
Ivy City Maintenance
Facility
DANIEL ALBERT
Depew Station
MICHAEL VELARDI
Conn DOT Commuter
September 2016
JEFFREY CORMAN
Beech Grove
Maintenance Facility
JOHN WALTERS
Philadelphia 30th Street
Station
JESSICA DEPETRIS
Washington Union
Station
CRAIG WILLIAMS
Philadelphia 30th Street
Station
JAMES
DIGIOVANNANTONIO
Philadelphia 30th Street
Station
DAVID WOOD
C&S Repair Shop
Lancaster, Pa.
BERNADETTE
THOMPSON-AARON
CA Reservation & Sales
Office
JESSICA VELTRI
CNOC, Wilmington, Del.
ROBERT SIEVERS
Stockton Station
ALONZO WILLIAMSON
Ivy City Maintenance
Facility
25-Year
Anniversary
August 2016
KIRSTEN ADAMS
CA Reservation & Sales
Office
18
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October 2016
MANUEL ARAGON
New York Division HQ
WENDELYN CROCKETT
Bear Car Shop
CHRISTOPHER PLANES
Transportation Bldg.,
Washington, D.C.
ANTHONY BOVE
Philadelphia Coach Yard
DOUGLAS DUNCAN
Richmond Station
GLEN ZOLNIERZ
Philadelphia 30th Street
Station
STANLEY ZEH
Rensselaer, N.Y., Station
MARK EDMISTEN
Wilmington Shops
September 2016
DAVID ZWOLINSKI
New York Sunnyside Yard
HORACE FLOYDE
PA Reservation & Sales
Office
CANDACE RANSOM
CA Reservation & Sales
Office
ROBERT LEAVITT
Rensselaer, N.Y., Station
Amtrak Ink
ANGELA BREININGER
Chicago Locomotive Shop
SHANNON DAVIS
Oakland Station OKJ
FREDERICK HAMPE
New York Division HQ
NICHOLAS KAWACIN
Brighton Park Facility
TERRENCE MCGILL
MOW Base, Hamden,
Conn.
WALTER MICICHE
Quad Ave. M/W Base
KIM WENZEL
Quad Ave. M/W Base
JOHN WYSOCKI
Wilmington Shops
Retirees
August 2016
STEVE ACHESON
New Orleans
Maintenance Facility
DEBBIE ALLENGROENEWOLD
Los Angeles 8th St. Coach
Yard
SUSAN ANDREWS
Texarkana Station
DAVID ARTHUR
Los Angeles Offices
BRENDA BARBER
Philadelphia 30th Street
Station
DIANE BATES
REA Bldg., Washington,
D.C.
JOSEPH BONGIORNO
Philadelphia 30th Street
Station
ROBERT CADA
Milwaukee Station
ROLANDO CAMPOS
New York Sunnyside Yard
Employee Milestones
Congratulations to All of You!
ALEJANDRO CANO
W. Oakland Maintenance
Facility
SHIRLEY CLEMONS
Los Angeles Offices
PATRICK COLLINS
W. Oakland Maintenance
Facility
FRED COOPER
Beech Grove
Maintenance Facility
RANDALL DOUGLAS
Beech Grove
Maintenance Facility
DALE ERICKSON
Wolf Point Station
PHILIP FENN
Washington Union
Station
STEVEN FLEMING
St Louis Station
BRIAN FOSTER
Los Angeles Offices
STEVEN FRYER
Metrolink Stuart Mesa
Crew Base
JON GILL
Philadelphia 30th Street
Station
MICHAEL GOLDEN
Chicago Offices
GERALD SIMS
Beech Grove
Maintenance Facility
CHARLES DOCHNAHL
NW Base, New Brunswick,
N.J.
DAVID MILENBAUGH
Beech Grove
Maintenance Facility
WAYNE SPRUILL
Bear Car Shop
JAMES DURANT
Petersburg Station
MAURICE MUNGER
Boston South Station
ROBERT LIZANO
Auto Train Lorton Station
PETER STEVENS
New York Penn Station
PETER LODISE
Philadelphia 30th Street
Station
ALAN STURKEN
W. Oakland Maintenance
Facility
NETTIE EDWARDS
Ivy City Maintenance
Facility
DANE MURRAY
Chicago Mechanical &
Terminal Offices
MARK ENTROP
Chicago Locomotive Shop
KEVIN O’BRIEN
Southampton St. Yard
JOSEPH MACDOUGALL
Hanford Station
RAYMOND TAYLOR
Providence MOW Base
PAUL FONTNEAU
New Haven Station
GEORGE PHILLIPS
Perryville M/W Base
RAYMOND MADRON
Wilmington Shops
STEPHEN TOMECEK
Atlanta Station
MICHAEL POOLE
Providence MOW Base
GENEVA MCLEOD
Auto Train Lorton Station
DAMASO TORRES
Los Angeles Offices
ANDREW GALLOWAY
Philadelphia 30th Street
Station
ARTHUR MISIASZEK
Engineering
KATHY TROST
CA Reservation & Sales
Office
PETER LAZARTIC
Wilmington Shops
ANN LEWIS
Transportation Bldg.,
Washington, D.C.
STEVEN MOWERY
Beech Grove
Maintenance Facility
HERBERT VALENTINE
Baltimore Station
LAWRENCE NICKERSON
Chicago Union Station
RICHARD VOGEL
C&S Construction
JESSE PADILLA
Austin Station
CURTIS WEAKLEY
DC Coach Yard
BURREL PARHAM
San Antonio Offices
FRANCINE WINTERS
Washington Union
Station
THOMAS PAZSIK
New York Division HQ
RICHARD GOLDEN
Brighton Park Facility
GEORGE HARTLEY
Philadelphia 30th Street
Station
DANIEL HEPNER
Perryville M/W Base
DEBORAH HOELER
Penn Station, New York
RONALD HOUSTON
PA Reservation & Sales
Office
ROBERT HUBER
DC Coach Yard
September 2016
PAUL INGRO
Rensselaer Station
STEPHEN SAMONCIK
Los Angeles Offices
GARY BOONE
Los Angeles 8th St. Coach
Yard
CHAUNCEY IRVIN
Ivy City Maintenance
Facility
PATSY SANNY
Rensselaer, N.Y.
Mechanical Facility
DONALD BOSSINGHAM
Beech Grove
Maintenance Facility
EUGENE JAKUBOWSKI
Syracuse Station
RAYMOND SCHMIDT
Portland, Ore.
CLEOPHAS BRICKHOUSE
DC Coach Yard
EDWARD MACKINSON
W. Oakland Maintenance
Facility
WILLIE HENDERSON
Chicago Locomotive Shop
DORENE SCHMITZ
CA Reservation Sales
Office
EOLYAND BRIGHT
10 G, Washington, D.C.
JEFFREY MARION
Wilmington Shops
VONCILLE HOLMAN
Raymond Plaza West,
Newark, N.J.
MICHAEL SELLITTO
MOW Base, Hamden,
Conn.
MARITA CARTER
Material Control Facility
JOSEPH MARKASE
REA Bldg., Washington,
D.C.
JUANITA JOHNSON
Chicago Mechanical &
Terminal Offices
GWENDOLYN SHAFFER
Philadelphia 30th Street
Station
PATRICIA JOHNSON
New York Penn Station
VERONICA SHEAHAN
Chicago Crew Base
LINDA JUDKINS
Auto Train Lorton Station
ROBERT SIMMONS
Wilmington Shops
RICHARD KAY
Battle Creek Station
FREDERICK SIMONSON
Orlando Station
CLINTON GRAHAM
Baltimore Station
SHARON GREENE
Baltimore Station
EDWARD GUZMAN
Los Angeles Offices
JOHNNY HAGAN
REA Bldg., Washington,
D.C.
STEVEN PYLE
Lancaster Station
LORETTA JOYCE CENTER
CA Reservation & Sales
Office
THOMAS COATAR
Chicago Crew Base
PHYLLIS MCCLINTON
Transportation Bldg.,
Washington, D.C.
DAVID COWAN
Los Angeles Offices
MICHAEL MCGRAW
Philadelphia 30th Street
Station
ALAN DEANGELIS
Boston South Station
DANIEL MEZIERE
Brighton Park Facility
Amtrak Ink
MICHAEL ROBERTS
Chicago Union Station
RONALD RONSTADT
Brighton Park Facility
JOHN SAPPINGTON
Beech Grove
Maintenance Facility
BRYAN SHIELDS
Rensselaer, N.Y.,
Mechanical Facility
GEORGE SINOPOLI
Lancaster Station
TERRENCE SORAGHAN
Brighton Park Facility
MICHAEL TOTARO
Wilmington Shops
TIMOTHY TYRRELL
Philadelphia 30th Street
Station
CARL VASSOR
Ivy City Maintenance
Facility
TIMOTHY WAGNER
Harrisburg Station
DONNA WHITNEY
Lancaster Station
LAWRENCE WILES
NW Base, New Brunswick,
N.J.
PAUL WILLEMS
Chicago Locomotive Shop
WILLIAM WILSON
Beech Grove
Maintenance Facility
October 2016
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19
60 Massachusetts Avenue, N.E.
Washington, D.C. 20002
To change your address, sign onto the Employee Information
Portal or complete an NRPC 2001 form and submit according to
the directions.
In Amtrak History • OCTOBER 6, 1983
On this day, Amtrak’s new 24-hour, toll-free
1-800-USA-RAIL telephone number went live. It
made it easier than ever for a customer to make a
reservation or learn more about Amtrak services and
amenities, such as the Auto Train buffet service (shown
at the right). Prior to the creation of one nationwide
reservations number, customers had to determine the
local number for specific cities or the toll-free number
for their state. For example, a customer living in
California chose from among eight separate numbers
for Bakersfield, Oakland, San Jose and other cities, as
well as “all other points” in the state.
In FY 2016, approximately 950 employees in the
Amtrak Mid-Atlantic Reservations Contact Center
in Philadelphia and the Western Reservations Call
Image: Amtrak Archives/Ann Owens Collection
Center in Riverside, Calif., handled nearly 9.5 million
inbound calls from the public and Amtrak Guest
Rewards members, 24 hours a day, seven days a week. Those calls resulted in over one million reservations valued at about $330
million. The contact centers also increased the sales close rate in FY 2016, which translated into an incremental $21 million in
revenue. The contact centers are the second largest generator of revenue after Amtrak.com.
Learn more about Amtrak history by visiting History.Amtrak.com