Long Island Rail Road

As a Manager in the Service Planning Department at Long Island Rail Road, I focused on project implementation and operational efficiency within a remote work environment. My responsibilities encompassed managing equipment schedules and spearheading key projects that significantly improved resource utilization.

➡️ Pioneered the remote implementation of the LIRR Centralized Train Scheduling System (Equipment Section), anticipated to enhance operational efficiency by 15+%

➡️ Executed an extensive remote review of equipment reserves, optimizing resources and realizing annual savings of over $500K.

➡️ Orchestrated equipment contingency plans during crises such as Hurricane Sandy and COVID-19, maintaining service reliability at 95% while working remotely.

➡️ Supervised critical equipment operations remotely, contributing to LIRR's most significant service expansion in over a century, accommodating a projected passenger increase of 41%.

➡️ Initiated virtual cross-functional meetings and knowledge exchanges, accelerating project completion by 20% and enhancing response to critical issues through improved inter-departmental communication.

Manager – Equipment Schedules & Strategies / Lead Projects Implementation – Service Planning 

As an experienced Long Island Rail Road Service Planning Department manager, I effectively led remote teams to manage equipment operations and minimize service disruptions while focusing on project implementation and efficiency.

➡️ Championed remote management of equipment operations, enhancing services for a daily passenger base 301k.

➡️ Orchestrated strategic equipment adjustments during track outages, minimizing service impact and exemplifying effective project implementation.

➡️ Directed a team of Supervisors/Equipment Schedulers remotely, fostering efficiency improvements through continuous improvement initiatives with integrated Lean practices.

➡️ Utilized forecasting techniques to anticipate passenger volume fluctuations and environmental factors, collaborating seamlessly with cross-departmental stakeholders to resolve critical equipment issues.

Manager – Equipment Schedules – Service Planning 

As a Senior Yardmaster/Equipment Coordinator at Long Island Rail Road, I led daily operations and project implementation for a large fleet while ensuring efficiency and cost-effectiveness.

➡️ Led operations for 864/866 MU and 111/119 C-3 cars, optimizing schedules to ensure maximum efficiency.

➡️ Implemented continuous improvement strategies to enhance resource allocation and rail service reliability, utilizing data analysis and forecasting.

➡️ Supervised approximately 35 remote team members across various shifts, fostering leadership in Yardmasters and supporting key personnel.

➡️ Devised alternative solutions during high-impact issues using WMDS software, demonstrating problem-solving skills in a remote setting.

➡️ Achieved $40K monthly cost reductions by streamlining resource allocation and crew scheduling during the Hurricane Sandy crisis.

Senior Yardmaster – Transportation Services

As a Yardmaster, I led daily operations, data management, and inter-agency coordination at Long Island Rail Road, focusing on efficiency and customer support in a remote setting.

➡️ Progressed from Customer Information Clerk to lead daily assembly of passenger cars across 11 yards, improving train readiness for revenue and non-revenue services.

➡️ Directed rail yard operations remotely, ensuring safety protocols while managing a dispersed team of yard workers.

➡️ Implemented efficient data tracking and reporting systems for performance records and safety certifications, resulting in prompt response during emergencies.

➡️ Liaised remotely with external agencies like Amtrak and New Jersey Transit to optimize train movements and enforce safety protocols.

➡️ Collaborated virtually with maintenance staff to address equipment needs, resolving operational issues swiftly.

Skills: Remote Leadership, Operations Management, Inter-agency Coordination, Data Management, Safety Compliance.

Yardmaster – Transportation Services 

Stanley Black & Decker, Inc.

As a Retail Specialist at Stanley Black & Decker, Inc., I excelled in leading cross-functional teams and driving sales volumes through efficient project implementation and market analysis.

➡️ Achieved the highest sales volume in the North East market, recognized with the 2006 Retail Excellence Award.

➡️ Led cross-functional teams to enhance productivity and efficiency in retail operations.

➡️ Utilized data research for effective project implementation and trend forecasting.

➡️ Provided coaching to team members to enhance their performance in a fast-paced retail environment.

Retail Sales Specialist – North East Market

🚀 A Single Moment Changed My Life Forever…



Losing my father at 47 taught me something powerful:
Systemic inefficiencies aren't barriers—they're invitations to innovate.

Growing up in resource-constrained environments, I saw firsthand how infrastructure gaps limit human potential. Today, I turn those gaps into mobility systems that perform under pressure.

I design calm in the middle of chaos.
Whether it's 80,000 fans moving through a FIFA stadium district or a snowstorm threatening critical rail ops, I help teams build systems that don't blink when the pressure hits.

For nearly 19 years, I've led operations across crisis-tested rail corridors and mega-event environments—managing transit, crowd flow, and contingency strategies that keep people moving when it matters most.

🔭 My current focus:
🏟️ Smarter fan mobility for FIFA 2026
🧠 Data-powered crowd flow strategies
⚡ Transit ops built for real-world disruption
🌎 Cross-border travel intelligence for mega-events

Backed by certifications in PMP, Lean Six Sigma Black Belt, and Agile, I merge precision planning with agile leadership. Whether it's a hurricane response, a multi-country stadium simulation, or a fan-first sponsor strategy, I deliver under fire.

Because when the stakes rise, only one question matters:
Can your system move under pressure?

📌 Let's connect if you're working on:
• FIFA 2026 city logistics
• Crisis simulation & urban risk audits
• Fan-first operations & crowd intelligence
• Smart city transit readiness

📬 DM me anytime
📍 NYC-based | Global impact | Quietly building smarter movement systems

Gregory Charles

Amadeus

Global Online Travel Agency - EDREAMS (Odigeo)

Utilizing Data, I contribute to enhancing the clients Look to Book ratio and driving Sales growth.

Conduct thorough research on consumer preferences, market trends, and competitor offerings.

Track sales performance, conversion rates, and revenue to generate regular reports for management to present to the customer.

Maintaining excellent customer relationship by assisting and helping them with any questions, queries, and complaints.

Addressing complex customer queries transferred by the Account Manager, skillfully solving in an efficient and effective manner to sustain customer satisfaction.

Extensive knowledge of product range to effectively answer customer queries on product specifications.

Ensuring positive customer experience was maintained.

Customer Service Coordinator - Online Travel Agent

Provide technical support and troubleshooting assistance to airline partners & travel agents using NDC APIs and shopping platforms.

Resolving complex NDC, Air availability and fare related issues promptly, ensuring minimal disruption to business operations.

Collaborating with development teams to identify and prioritize enhancements to NDC & Shopping products.

Monitored and evaluated bookability performance metrics, identifying areas for improvement and implementing corrective actions.

Consulting airlines on how to improve their content distribution within the scope of NDC, Air Availability and Fare distribution.

Expert knowledge of airline data distribution models and functionalities.

Assisting airlines with website related queries. I.E Dapi, E-Retail etc

Successfully trained and onboarded juniors on areas within scope, resulting in a strong collaborative team.
Constant communication with development teams on the improvement of tools required for investigation.

Proficient in defining product vision, goals, and objectives based on market research, customer needs, and business priorities.

Testing of new features and functionalities.

Expert at loading and distributing fares.

Strong presentation, consultative selling, problem-solving and relationship building skills.

Global Expert – NDC, Air Availability & Shopping Services

Assisting airlines, travel agents, car rental and hotel providers globally.

Consulting on a wide range of products both functional and technical.

Performing software installations using remote tools.

Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction.

Enabled customers to find answers by providing extensive details on system navigation.
Dispatched or escalated tasks to appropriate departments for swift resolution.

Maintained excellent team relationships by helping colleagues during complicated or difficult queries.

Communicated with customers through CRM system, phone calls, online chats, and emails to assess customer needs and provide solutions.

Managed all complex queries, complaints, issues, and problems to maintain customer satisfaction.
Identifying client requirements to prepare accurate tickets for further action.

Followed-up on customer interactions to provide further support.

Established positive rapport with customers through various channels.

Maintained working knowledge of available products and services to generate revenue.

Assisting and advising customers on how to maximize their productivity using Amadeus Solutions.

Customer Service Executive

South African Airways

Creating & managing flight reservations, and resolving inquiries or complaints promptly and effectively.

Handled a high volume of incoming calls and emails, always maintaining a professional and courteous demeanor.

Issuing tickets for reservations and additional services offered by the airline (EMD).

Informing passengers of schedule changes and rebooking PNR’s affected by cancelled flights.

Detecting fraudulent activities for payments made via credit cards.

Developed empathetic client relationships and earned reputation for consistently exceeding expectations.

Point of contact - assisted with Team Leaders duties.

Customer Service Representative & Back office agent

Video academy

Assist with running a video store. movie rentals etc

Assistant Store Manager

Pick n Pay

Non foods merchandising. Till packer. Cashier.

Merchandiser

Highly motivated and results-oriented professional with 15 years of experience in customer service and the travel industry. Proven track record of delivering excellent customer experiences, resolving issues efficiently, and maintaining positive relationships with customers. Strong communication combined with a deep understanding of customer needs and expectations as well as vast knowledge of airline protocols, coupled with exceptional problem-solving abilities. Committed to driving revenue growth, improving operational efficiency, and delivering superior service through effective strategies. Serviced over 700 travel providers with a passion for customer service as well as the travel industry. Dual role at current employer.

taplio

The Battle

Gregory Charles

Calvin Evasen Paul (MBA)

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