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Chad Chitwood

 METROLINK Employee Lauren Whetsel Wins APTA 2013 Call Center Challenge


The American Public Transportation Association (APTA) crowned Metrolink employee Lauren Whetsel as the 2013 APTA Call Center Challenge winner.  Whetsel was announced as the winner at the February 26 North American competition, which was held at APTA’s 2013 Marketing & Communications Workshop in Los Angeles.

“Americans expect professional care as they take more than ten 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.”

“We are very proud of Lauren and all of our call center representatives for their diligent and exemplary work,” Metrolink CEO Michael P. DePallo said. “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 purpose of the annual APTA Call Center Challenge is to spotlight the importance of customer service within public transportation call centers and to recognize individuals who excel in providing top customer service.  The competition is open to public transportation call center personnel in North America.  This year seven finalists competed in front of a live audience and were judged on their ability to resolve customer service scenarios.

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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.

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