March 16, 2009
MARTA’s Jeoffroy Wins Call Center Challenge
Robyn Jeoffroy, an employee of the Metropolitan Atlanta Rapid Transit Authority (MARTA), was crowned the 2009 Call Center Challenge champion at the Feb. 24 competition held during the 2009 APTA Marketing and Communications Workshop in San Francisco.
APTA sponsors the challenge to spotlight the importance of customer service within public transportation call centers and to recognize individuals who excel in this area.
The judging process began with a preliminary round in January. From there, seven finalists were selected to compete in front of a live audience in San Francisco. The other finalists were Robert Hodges, Coast Mountain Bus Company, Surrey, BC; Betty Brown, Pinellas Suncoast Transit Agency, St. Petersburg, FL; Shelly Johnson, Corridor Transportation Corporation, Laurel, MD; Shannon Lefler, Rochester Genesee Regional Transportation Authority, Rochester, NY; Lashon Johnson, South Florida Regional Transportation Authority, Pompano Beach; and Mary Villanueva, Dallas Area Rapid Transit.
The live event consisted of the finalists receiving three random customer service scenarios; they were judged on their ability to resolve each inquiry. The contestant with the highest score was named the winner.
“Congratulation to Robyn Jeoffroy,” said APTA President William W. Millar. “Customer service is a vital skill in the public transportation industry, and Ms. Jeoffroy has shown her skills in handling customer relations are exemplary and a model for others.”
APTA’s Marketing and Communications Committee also hosts the Customer Service Challenge for bus operators held in conjunction with the International Bus Roadeo. Additionally, new this year, a customer service challenge will be held for rail transit station managers at the International Rail Rodeo in June in Chicago. For more information, contact Jack Gonzalez.