Why Successful Brands Make Customer Service a Religion
Jul 17, 2019
Mary Proc
Why Successful Brands Make Customer Service a Religion

Mary, a former Vice-President for Customer Service Delivery at Metrolinx,developed the multi-year customer service strategy at GO Transit and had over 900 staff who supported GO Transit and the Union-Pearson Express. She had responsibility for all 66 rail stations including Union Station. On her watch, customer satisfaction with GO rose from 59% to 84%.

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 was the 2015 President of the Toronto Railway Club, and a founding Director of the Women in Transportation Seminar. In 2015-16, Mary was named “Outstanding Woman of the Year” by Progressive Railroading Magazine and the North American-based League of Railway Industry Women. 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