Customer Oriented Operations Leader

1. STEPHEN C HOYE
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Introduction – Stephen Hoye
Currently, a Director at CTCO (Chicago Transportation Coordination Office) and CIROC (Chicago Integrated Rail
Operations Center) for the Belt Railway Company of Chicago (BRC).
The CTCO and CIROC are comprised of one superintendent from every Class 1 Railroad (6 in Chicago) and the two
major intermediate railroads in Chicago (Indiana Harbor Belt and BRC) and one representative from both Metra and
Amtrak (passengercarriers). The CTCO and CIROC are responsible for:
 Chicago Rail Network that spans 16,000 acres, 78 rail yards,and 12 commuter rail lines. With an average
of 1,300 trains per day, the Chicago Terminal is the busiest terminal within the United States.
 Process improvements including train protocols, Maintenance of Way planning, daily Scorecards with
indicators of how the terminal is running, Line Up Sharing for Planning Purposes,OPCON Plan for
terminal recovery, and passengerperformance both inbound and outbound.
 Reporting to SOMC (Safety and Operations Management Committee comprised of Clas s 1 Railroads
CEOs), CPG (Chicago Planning Group), STB (Surface Transportation Board), CMAP (Chicago
Metropolitan Area for Planning) and others.
 Partnership with CREATE ( Chicago Region Environmental and Transportation Efficiency Program) and
its partners that include government agencies, state agencies,county agencies,and several local
municipalities with the goal of improving the Chicago Infrastructure, reducing transit delays,and
sustainability.
 Working with multiple groups within CREATE such as the Railroad Design Group, Implementation group,
Environmental group,Advocacy group, and contractors within each group.
Additional noteworthy information about The Belt Railway Company of Chicago: The BRC is owned by 6 Class 1
Railroads: CSX, NS, BNSF, UP, CN, and the CP (each with varying percentages of ownership). Our team works
with each carrier’s Operation Management team, Service Design Teams, and Intermediate Service Agreement teams
to assist each carrier’s freight to traverse the Chicago Terminal as safely and efficiently as possible.
In my past position as the Director of Agency and Customer Service, we:
 Worked with customers to trans-load cars by setting up the area, lock out/tag out blue flag protection and
education, spotting and pulling cars, and made scheduled dockand spill protection available.
 Worked with our mechanical department and car leasing customers to locate, inspect,and repair car
defects.We also repaired derailed cars and AAR defect cars.
 Communicated and assisted our40 local customers to schedule switch days and times to assist in efficient
car usage while providing excellent customer service.
Stephen Hoye’s CORE Values are Safety, Service, Leadership, and Value!
Safety is First! Making sure that our customers and employees are working safely and abiding by the rules is
mandatory. Without safety,every other aspect deteriorates. Service: Making sure our customers are happy and
satisfied with our services and benefits that we provide. If key performance indicators change,taking the appropriate
actions to resolve the challenges to deliver a green scorecard. Leadership: Talking the talk, walking the walk.
Doing what you said you would do while building relationships with employees and customers. Setting
expectations with follow up and holding our team accountable for the results. Value: With continual communication
and relationship building, nicely complimented by delivering results that exceed expectations, our customers will
value our services!

2. STEPHEN C HOYE
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2514 Camelot Drive Phone: (224) 678-6688
Dyer, IN 46311 E-mail: shoye72@gmail.com
OPERATIONS MANAGEMENT PROFESSIONAL
A goal-oriented management professional with over 17 years’ experience in railroad transportation
operations. Skilledin resource management, business solutions, requirements analysis, process
improvement, leadershipand customer focused service. Key competencies include:
 Team Member Management  Employee Safety  Transportation Planning
 Coaching/Mentorship  Sales & Marketing  Contract Negotiation
 Interpersonal Communication  Effective Communicator  Rail Operations
EXPERIENCE
Belt Railway Company of Chicago 2003-Current
Director, Chicago Transportation Coordination Office-CIROC (2014-Current)
 Director to a 10-person team of superintendents, responsible for day-to-day performance, which
meet or exceed daily expected results or projects deadlines.
 Envisioned the beginning of the Clear Path program partnering with Railinc to develop the first
three projects and lead the change management initiative to implement in Chicago.
 Resolve regional operation issues, ensure quality, and implement process and procedure
improvements for validation of operations and safety programs.
 Partneredwith the Chicago Command Centers to effectively communicate with the 14 different
carrier traffic flows internal and external of the Chicago terminal.
 Responsible for educating staff on more efficient processes, traffic flows, and I.T. advancements
to improve efficiency and safety procedures.
 Lead the planning and coordinating effort for the railway to streamline communication between
the CTCO (Chicago Transportation Coordination Office), state and federal government agencies
and assistedin the execution of infrastructure improvements necessary to complete the CREATE
(Chicago Region Environmental and Transportation Efficiency, a 3.8 Billion dollar Program)
Project(s).
 Responsible for strategic planning and management of the CTCO $200,000+ yearly budget.
Superintendent, Chicago Transportation Coordination Office (2011-2014)
 Evaluated daily terminal health to improve communications between carriers.
 Developed recovery plans for service interruptions, which include the routing of locomotives,
deployment of engineering and field crews and the elimination of congestion areas within the
Chicago Terminal.
 Strategically influenced departmental change to simplify terminal transportation communication
networks and program operations.
Director, Customer Service and Agency (BRC) (2008-2011)
 Lead the coordination of inbound and outbound trains with the 14 different Carrier Service
Design-Intermediate Service Agreement groups in order to meet scheduleddepartures and
arrivals.
 Worked with local customers, suppliers and vendors to ensure proper ETA information and
placement of commodities within their facilities. This includedrailcar and locomotive
movements, timely billing, and resolution of operational issues.
Manager Terminal Operations, Trainmaster (BRC) (2003-2008)
 Developed and implementedexecution plans for 30+ local customers and 14 different rail
carriers in order to coordinate proper operational training necessary to key clearing yard
personnel while maintaining an increasedfocus on safety.

3. STEPHEN C HOYE
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CSX Intermodal-Transportation 1993-2003
Operations Manager, 59th Street Terminal, CSX Intermodal (2002-2003)
Terminal Trainmaster, Barr Yard, CSX Transportation, Riverdale IL (1999-2002)
Operations Manager, Operations Supervisor, Yardmaster, Clerk (1993-1999)
CSX Intermodal Bedford Park, IL
EDUCATION
Bachelor of Arts, Railway Management, DePaul University, Chicago, IL 2013
Certificates:
Railway Management Program, Michigan State University, 2010
South Suburban College, South Holland, IL - Management Skills Certificate Received4/01 Lincoln
College-Normal Campus, Normal, IL General studies 1990
Successful completion of various company-sponsored management training seminars including the
AREMA Practical Engineering Seminar September 2013
President of American Association of Railroad Superintendents
Executive Board Member of Midwest Association of Rail Shippers
Presenter for organizations National Association of Rail Shippers, Midwest Association of Rail Shippers,
American Association of Railroad Superintendents, ESRI, and several Railroad clubs including the
Chicago Short Line Railroad Club.