Job history: Sheila has been an integral part of NYCT for the past 40 years, which started when she joined the organization as a railroad clerk. From her earliest days, she has demonstrated an unwavering commitment to public service, operational excellence and the rider experience. Over the years, she advanced through numerous roles of increasing responsibility, earning the trust and respect of colleagues at every level.

Why she's influential as a leader: As a senior leader in NYCT's subways department, Sheila elevates the performance, appearance and rider-facing functions of the stations system-wide. One of her signature accomplishments is the establishment of 15 customer service centers with a modern, people-centered approach to customer support. Additionally, she led the launch of a new role for station agents, enabling them to work outside the traditional booth and engage directly with riders. Her ability to advocate for employees while simultaneously improving customer service reflects her balanced, strategic approach.

Through her knowledge, leadership and unwavering dedication, Sheila has left a lasting legacy. She is deeply respected by her staff, peers, and executive leadership. Her 40 years of service have shaped the subway organization for the better.