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PHOTOS: MTA Leadership Recognize Frontline Employees for Outstanding Customer Service

Updated Jan 4, 2024 4:15 p.m.
MTA Leadership Recognize Frontline Employees for Outstanding Customer Service

Metro-North, LIRR and Subways Employees Recognized for Going Above and Beyond During Interactions with Customers


Metropolitan Transportation Authority (MTA) leadership today recognized frontline employees from Metro-North Railroad, Long Island Rail Road and subways who have received praise from customers for going out of their way to provide a welcoming environment and assist in getting riders to their destinations.


“While we often receive feedback from customers on what we can do to improve, it’s important to encourage customers to also reach out when they have a positive experience in the system,” said Metro-North Railroad President Catherine Rinaldi. “Charles, Din and Alexis are just three of the thousands of Metro-North employees who go above and beyond to provide a positive experience for customers.”


“I can’t say it enough, customer satisfaction is our North Star at New York City Transit,” said NYC Transit President Richard Davey. “The employees we recognized today demonstrate the essential and cherished role that members of the 47,000 strong NYCT team play in the daily lives of millions of customers. From a friendly greeting on a bus or at their station to announcements that are equal parts helpful and joyful, these employees went above and beyond to improve the experience for customers in 2023 and I cannot thank them enough.”


“Whether you’re riding the LIRR from Bridgehampton or Bayside, our frontline employees show up ready to make a positive impact,” said Long Island Rail Road Acting President Rob Free. “With the opening of Grand Central Madison last year and the ongoing work at Penn Station, our front-facing employees have been crucial to making sure customers can get to where they’re going.”


Each employee that was recognized today at Grand Central Terminal received a commendation certificate recognizing them “for their commitment and dedication to customer service.”


The employees are:


  • Charles Rode, Metro-North Railroad Harlem Line Conductor

  • Dung H. Dinh, Grand Central Terminal Lead Custodian

  • Alexis Wilcox, Metro-North Railroad New Haven Line Conductor

  • Rodney Smith, New York City Transit Station Agent

  • Rodney Fleming, New York City Transit Subway Conductor

  • Marie Holmes, New York City Transit Bus Operator (not present at ceremony)

  • Rosaanna Biagini, Long Island Rail Road Customer Service Ambassador

  • Greg Calabrese, Long Island Rail Road Babylon Line Conductor


Customers looking to submit an employee compliment can use the following options or visit the MTA’s website for more information.


  • Online: Select an MTA Service, then select “Compliment” under “What type of feedback are you leaving?” and describe your experience.

  • Social Media and Chat: Text the MTA on WhatsApp, tag or message accounts on X, or message us on Facebook.

  • Contact Center: Call 511 to speak with a Customer Service Representative.

  • Face-to-Face: Visit a Customer Service Center to pass along a commendation to an employee.