Building a Culture of Service: The Story of Paul Bumbry & The Metro Ambassadors

It all started in June 2005 when Paul Bumbry accepted a position as a Customer Service Manager under the Office of Rail Transportation for the Orange and Blue Lines at Metro.

Now, 18 years later, Bumbry is the Superintendent of Rail Infrastructure Support Services and manages more than 20 Metro Ambassadors. These ambassadors provide proactive customer engagement on trains and buses.

It’s full circle for Bumbry, who is now back in his element, managing a group of people who pride themselves on helping Metro customers.?

"I have a passion for customer service," said Bumbry.

The Metro Ambassadors program started as a pilot program in January, recruiting 25 ambassadors from over 125 applicants.

"They were screened with a customer service survey. Our Human Capital Department ultimately screened the people that scored the highest, and that's how we got a pool of candidates to interview," said Bumbry.

Bumbry explained the qualities needed to become a Metro Ambassador, stating, "We look for strong interpersonal skills, people that communicate well, that have a helpful demeanor and mentality, someone that enjoys providing quality service to others. Also, someone with background in face-to-face customer service.”

Bumbry highlighted the extensive training the ambassadors underwent in March, including, customer service best practices, system overview, station and equipment familiarization, procedures and reports, radio communications, incident and emergencies, CPR certification, de-escalation, and shadowing Rail Station Supervisors across the system.

After two weeks of on-the-job training with mentors, Bumbry stated the ambassadors hit the ground running by the third week of April.?

"They work at their reported station for an hour, then ride the trains for 30 minutes, covering nine sectors throughout the Metrorail system. We collaborate with our Planning Department to strategically designate sectors in the busiest portions of our system."

These sectors include:

• Metro Center-McPherson Sq.
• L'Enfant Plaza-Smithsonian/Federal Triangle
• Gallery Pl-Chinatown - Union Station
• Fort Totten - Georgia Ave/Columbia Heights
• Dupont Circle-Farragut N/Farragut W
• Rosslyn-Foggy Bottom/Court House
• Pentagon-Pentagon City/Crystal City
• King St-Reagan National Airport
• East Fall Church -Ballston/Dulles Airport

The ambassadors can be easily identified by their bright attire, such as yellow polos, navy pants, yellow parkas, and Metro Ambassadors patches.

They are all ecstatic to have joined Metro, although two of the 25 ambassadors were former Metro employees, said Bumbry.

"The program has been successful thus far. They are making a difference out there, and I'm basing that on the volume of commendations we've received about the ambassadors. Customer contact has been very positive. Customers like it when there's someone around to help them."

He also expressed a desire to see the program continue to grow.

"I'm just waiting for approval to start a recruitment process for the next 25," said Bumbry, adding, "Many of our customers truly appreciate having someone around when they need assistance. We believe these resources are making a difference and improving the overall customer experience."

Reflecting on his own experience using training and problem-solving skills to help others, Bumbry expressed pride in Metro’s ambassadors and saw himself in them.

"It can be very, very rewarding. And it teaches you discipline, patience, and listening skills. When someone comes to you with an issue, you have to listen and repeat back the issue to confirm that you're on the right track to solving the problems they're bringing forth," he said.

Bumbry still applies these tactics today.

"Always pay attention. Always listen. I lower my voice and repeat the issue. I never over-commit, and I always tell them the next actions that I'm going to take. And I always follow up. That process has never let me down in all of these years."