Railway Interchange 2017 Buzz

Mary Proc
Vice President, Customer Service Delivery
Metrolinx


Mary Proc, Vice President, Customer Service Delivery, Metrolinx/GO Transit, develops the multi-year customer service strategy at GO and has 700 staff who deliver services through market research, the call centre, transit safety and security, and all 63 rail stations, including Union Station. She also provides key support to Union Pearson Express and PRESTO. Mary was previously Senior Director at the CIBC for eight years. Prior to that, Mary worked with Canadian Airlines, running the operations of their Toronto reservations office, and as an Assistant Deputy Minister in Cabinet Office and with the Ministry of Transportation. Mary is the 2015 President of the Toronto Railway Club, a founding Director of Women in Transportation Seminar, and the founding Chair of the Customer Orientation Task Force for the Canadian Urban Transit Association. She also serves on the advisory board of the Conference Board Council for Customer Experience. Mary was named Woman of the Year by Progressive Railroading. She has published on customer service and is a frequent conference speaker. Mary holds a Bachelor of Arts and a Master of Arts in political science from McMaster University.

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