York Region Transit Employee Wins APTA 2016 Call Center Challenge

The American Public Transportation Association (APTA) crowned York Region Transit (YRT/Viva) employee Sky-Marie Simon as the 2016 APTA Call Center Challenge winner. Sky-Marie was judged as the winner at the March 1 competition, which was held at APTA's 2016 Marketing & Communications Workshop in Phoenix, AZ. 

"As more and more North Americans are riding public transportation, public transit systems must provide excellent customer service to meet the needs and high expectations of the riding public," said APTA chair Valarie J. McCall. "Sky-Marie is a prime example of how the industry strives to provide quality customer service and I congratulate her and York Region Transit."

"The Call Center Challenge is an opportunity to recognize frontline employees," said APTA president and CEO Michael Melaniphy. "Our industry is proud to have excellent staff, like York Region Transit's Sky-Marie Simon, who help make public transportation a vital part of communities."

"The Regional Municipality of York is one of the fastest growing communities in Canada and providing a world-class transportation network to move people and goods most efficiently is a priority for our Council," said York Region chairman and CEO Wayne Emmerson. "Great employees help create great businesses, and on behalf of York Regional Council and The Regional Municipality of York, I want to congratulate and thank Sky-Marie for her contributions to providing exceptional customer service to more than 22 million annual YRT/Viva riders."

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.