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DART News Release

Media Relations Contact:
Gordon Shattles
Mark A. Ball

May 1, 2019

DART's Tiffany Reed Wins National Call Center Challenge

Tiffany Reed, a Dallas Area Rapid Transit (DART) customer information representative, was named overall winner of the American Public Transportation Association's (APTA) 2019 Call Center Challenge, held in New Orleans.

From a record number of entries - nearly 60 - Reed faced four other call center finalists in an intense competition in front of a live audience at APTA's 2019 Marketing & Communications Workshop.

Tiffany Reed shows her awards with DART Vice President, Chief Marketing Officer Nevin Grinnell (left) and DART President/Executive Director Gary Thomas.
Tiffany Reed shows her awards
with DART Vice President, Chief Marketing Officer Nevin Grinnell (left) and DART President/Executive Director Gary Thomas.
Reed, a Dallas resident and a 14-year employee, is one of 60 customer information representatives who answered nearly one-million calls from the public concerning route and general information from North Texas customers in 2018.

The APTA Call Center Challenge celebrates the outstanding efforts of transit system call center personnel in a competition to crown the best in the industry.

Through simulated customer phone calls, the finalists were presented with randomly selected customer service scenarios and were judged on their ability to resolve each scenario in a friendly and professional manner.

The scenarios tested contestants on their customer-service and problem-solving skills on topics ranging from trip planning to conflict resolution.

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