Deputy CEO of TTC leaving for family reasons
The TTC’s deputy CEO and chief customer officer is stepping down.
Chris Upfold, 43, told his staff Wednesday that he was leaving voluntarily after almost six years on the job.
In an interview, he told the Star he and his wife, who works for Metrolinx, another GTA transit agency, are both resigning to travel with their two young children.
The TTC hired Upfold in 2011 as its first chief customer officer. Creating the post was among the 78 recommendations made by an advisory panel that was formed to find ways to improve service at the public transit agency, which was criticized for being out of step with its passengers.
“I think we’ve gotten a lot better about how we talk to our customers and how we give them information. All of those things, I’m proud of,” Upfold said, adding that he feels “we’ve re-established the credibility of the TTC.
“Frankly, could you always do better? Sure. But I think where we were six years ago to where we are now is a very different place, so it feels like a good time to make this change.”
TTC spokesperson Brad Ross said Upfold was responsible for many of the “customer-first” reforms at the agency, including making its call centre available between 7 a.m. and 10 p.m. seven days a week, and launching the @TTChelps Twitter account.
He also took over service planning for the agency and played a leading role in planning for the Pan Am Games in 2015.