Merresa Topps-Akindele

Background

About Merresa Topps-Akindele

Senior level professional with over 20-years’ experience in the public transportation industry. Resourceful leader experienced in marketing/communications, operations management, budget creation/analysis, and union contract compliance. I started by career as a Publications Representative/Writer in the Chicago Transit Authority’s (CTA) Marketing/Communications Department. I had the opportunity to help with the development of the CTA brand. I created and revised various publications including the Downtown Sight Seeing Guide, Bus and Rail System Map, The University of Chicago Bus Service, Ogilvie/Union Station Brochures, etc. These brochures were designed to ensure tourists/customers know the service options to connect to their favorite/desired Chicago destinations. I also created customer alerts to ensure our customers were aware of planned and unplanned service interruptions. In addition, I assisted with the strategic development and implementation of marketing/communications programs and public informational campaign materials for high-profile construction rehabilitation projects to improve the infrastructure/modernization of our system. Additionally, I created and posted electronic communication during service disruptions. This ever-evolving responsibility ultimately became a key function/position in CTA’s Control Center. I worked exclusively to develop a training manual and conducted training for Control Center employees on the electronic communications process to ensure a smooth transition of duties between departments. In 2008 I was promoted to the position of Administration Manager in Bus Operations. I learned bus garage, rail terminal, rail station, bus service, and Control Center operations. In this role, I advised senior management, managed and oversaw day-to-day operations including training and hiring of staff, annual budget preparation, contract administration, payroll processes, monitored absenteeism, administered discipline to staff. I also conducted tours for over visitors and CTA employees. I love my current role as Senior Manager, Bus Operations. It is a challenge to manage a staff of nearly 500 employees in the chaotic times in which we currently live. I ensure all aspects of my transportation duties, including monitoring schedule performance, customer experience, facility conditions, and policy and procedure adherence are completed timely and accurately. Even in this role I assist with the improvement of CTAs Brand through participation in virtual career fairs and serving as a panelist for various events.