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5/19/2005



Rail News: Railroading People

WMATA appoints Jones, Hester to Red Line management positions


Washington Metropolitan Area Transit Authority (WMATA) officials are trying to follow through on their promise to improve reliability and customer service this year. Yesterday, the authority named senior subway manager Belynda Jones Red Line manager to oversee all aspects of the line’s operations and maintenance.

A 31-year WMATA employee, Jones previously managed train and station operations for the Orange, Blue and Yellow lines. As Red Line manager, she will be responsible for the 31-mile line’s on-time performance, safety, customer service, stations, maintenance and cleanliness. Jones will manage 500 employees, including train operators, station managers and customer service representatives.

Earlier this year, an outside peer review panel recommended WMATA appoint managers that would be accountable for each line to help improve reliability. By year end, WMATA expects to name Orange/Blue and Yellow/Green line managers.

"If we divide the whole system into three lines, it allows us to more closely monitor rail service and better focus on customer service," said WMATA General Manager and Chief Executive Officer Richard White in a prepared statement.

The authority also named Bob Hester Red Line customer service manager. He will be responsible for the line’s appearance and responding to customer comments within 24 hours. With 14 years’ customer service experience, Hester previously served as store manager for the Walt Disney Co.


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