The American Public Transportation Association (APTA) is pleased to announce Robert Nedrow, III as the 2011 APTA Call Center Challenge winner. An employee of Sound Transit in Seattle, WA, Nedrow was crowned champion at the March 1 competition, held as part of the 2011 Marketing & Communications Workshop in San Diego.
“Congratulations to Robert Nedrow and Sound Transit,” said APTA President William Millar. “Customer service is an integral part of public transportation and Robert is the national model of excellence.”
Sponsored by APTA, the purpose of the annual Call Center Challenge is to spotlight the importance of customer service within public transportation call centers and to recognize those individuals who excel in providing top customer service. The competition was open to public transportation call center personnel in North America. Six finalists competed in front of a live audience and were judged on their ability to handle each inquiry.
This year’s Call Center Challenge was Sound Transit’s first time competing. Nedrow, who joined Sound Transit's Operations Department eleven months ago, also became the first male ever to win.
“I feel honored to be this year’s winner especially since it is Sound Transit’s first time entering this competition and because I am the first male winner,” said Nedrow. “I’m just honored that I was able to represent Sound Transit in a way that embodies our vision to provide the very best customer service to all of our transit riders.”
"We are very proud of Robert for his outstanding achievement," said Sound Transit CEO, Joni Earl. "Every day, our customer service team handles hundreds of calls from riders across the region. I have always been impressed by the level of service our employees provide to our customers. It is gratifying to see a member of our team recognized with such a high honor."
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The American Public Transportation Association (APTA) is a nonprofit international association of 1,500 public and private sector organizations, engaged in the areas of bus, paratransit, light rail, commuter rail, subways, waterborne services, and intercity and high-speed passenger rail. This includes: transit systems; planning, design, construction, and finance firms; product and service providers; academic institutions; transit associations and state departments of transportation. APTA is the only association in North America that represents all modes of public transportation. APTA members serve the public interest by providing safe, efficient and economical transit services and products. More than 90 percent of the people using public transportation in the United States and Canada ride APTA member systems.