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The Source for Public Transportation News and Analysis March 8, 2013
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LAs Metrolink Employee Wins Call Center Challenge

Lauren Whetsel, an employee of Metrolink, Southern ­California Regional Rail Authority, Los Angeles, won the sixth annual 2013 Call Center Challenge, an event held during APTA’s Marketing and Communications Workshop in February.

Whetsel was one of seven finalists who competed before a live audience and who were judged on their ability to resolve various customer service scenarios in a friendly and professional manner.

“Americans expect professional care as they take more than 10 billion trips each year on public transit, and call center representatives are often an unsung component of that care,” said APTA President & CEO Michael ­Melaniphy. “Lauren Whetsel shows that no matter the request, comment, or complaint, our call center staffers are extraordinary. Congratulations to her and Metrolink.”

The annual APTA Call Center Challenge highlights the importance of customer service in public transportation call centers and recognizes individuals who excel in providing top customer service. The competition is open to public transportation call center personnel affiliated with an APTA member.

“We are very proud of Lauren and all of our call center representatives for their diligent and exemplary work,” said Michael P. DePallo, Metrolink chief executive officer. “Customer service is paramount at Metrolink and this honor presented by APTA showcases the quality of our staff and the level of expertise our riders receive.”

 

The best public transit call center professionals faced off in APTA’s annual Call Center Challenge, held in conjunction with the Marketing and Communications Workshop in February. Top honors went to Lauren Whetsel, center, Metrolink, Southern California Regional Rail Authority, Los Angeles. The other finalists were, from left Mark Perales, Fort Worth Transportation Authority; Stacey Pringle, MTA Metro-North Railroad, New York City; Sierra Muhammad, Massachusetts Bay Transportation Authority, Boston; Jessica Lanier, Charlotte Area Transit System, Charlotte, NC; Patrick Duffy, Nashville Metropolitan Transit Authority; and James Anderson, MetroLinx (GO Transit), Toronto, ON.

 

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