In early October, GO Transit's Mary Proc received the League of Railway Industry Women's (LRIW) 2015 Outstanding Woman of the Year award. The league presents the honor annually to a woman whose strong leadership, innovation and problem-solving skills have made a positive impact on the industry, and Proc's knack for customer service strategy certainly fits the bill.
As vice president of customer service at GO Transit, she's helped kick off several rider-focused initiatives, including the agency's first-ever "passenger charter," which spells out the organization's five-fold service pledges to its customers. That and other measures seem to have paid off: In 2009, a year after Proc started at GO Transit, the agency had a customer satisfaction rating of 59 percent, but that jumped to 84 percent five years later.
So, what's next for Proc after earning LRIW's award? Late last month, I got in touch with her to find out. Follow this link to read my short profile on her.