I’m an Operations Manager in Turlock, CA and I’ve been trying to find one individual that stands out above the rest. I am proud to say that my entire team goes above and beyond daily to get passengers to medical appointments, grocery stores, or just out for a ride. I have witnessed drivers pay out of their own pockets for those passengers who may be a little short. Two drivers purchased a board game for a couple of brothers who were stuck at home with not much to do. Another driver noticed that an elderly passenger had pants that were in extremely poor shape. On her break she purchased this gentleman a new pair of pants. These are just a few examples of the people I work with. From drivers, dispatchers, service reps and maintenance workers, I have seen amazing kindness and compassion during these strange times.

Every Day is Trivia Night at the CCRTA!

What is Lateral Epicondylitis more commonly known as? (answer below)

Meet Fran Cerulli. Officially, she is the Customer Service Agent for the Cape Cod Regional Transit Authority (CCRTA), but to everyone who has taken a bus or train out of Hyannis, Massachusetts, she is the lady behind the information booth at the multimodal Hyannis Transportation Center and the voice announcing destinations, departure times and gates for the next CCRTA bus. She is also CCRTA’s trivia quizmaster.

For many of our seasonal visitors, Fran is often the first person they see on Cape Cod. For our year-round and regular riders, she is a familiar and trusted presence—even a friend. And for our drivers, she is a source of camaraderie. Her booth is the central gathering spot at the terminal. When the pandemic hit last spring, we quickly put up protective Plexiglas partitions around Fran’s desk, which she affectionately termed the “fish bowl,” and then proceeded to decorate with aquatic creatures. Not to let the new barriers get between her and her customers, she started posting weekly trivia questions, which have taken on celebrity status across the Cape. She reports that many riders take pictures of the trivia questions to send to friends. Drivers and CCRTA administrative staff compete to get the best scores. More importantly, it is a source of much needed communal engagement—six feet apart and separated by masks and Plexiglas.

While our ridership is still about 30% below what it was at the same time last year, this is actually far better performance than many of our peers. While we have not been able to confirm this, we suspect that many of the riders are coming for the trivia! Thanks Fran!!!

As for the trivia question above (and fourth question on this week’s trivia post), Lateral Epicondylitis is more commonly known as Tennis Elbow.

I am writing to nominate Kelli Yunker, dispatcher and driver at The Lift Bus System in Winter Park, CO. Kelli stands out among our team. This is especially obvious during the challenges COVID-19 has brought to our community.

Team Work
This year, employees at The Lift have sometimes been in short supply, including members of the managerial staff in the office who unfortunately got sick. Kelli often worked several days straight to fill in for sick coworkers and she completed work that normally is managed by others.

Personally, Kelli always makes me feel appreciated and makes my day better with her loving, uplifting personality. She explains everything I need to know during our switch of shifts. She’s always willing to help me after hours when I text or call her.

Customer Service Examples
• She’s an excellent communicator on the phone, in person, and over the radio
• She has a great attitude, is fun to be around, and gives a warm smile to everyone
• She is upbeat and kind to everyone with whom she interacts
• She mails and locates lost and found for people which isn’t part of her job requirement and calls credit card companies for lost credit cards we find
• She has a cool head and doesn’t let difficult customers or grumpy drivers ruin her attitude

I believe anyone you ask will tell you what an amazing person Kelli is to work with. We would struggle without her.

‘Above and beyond’ is exemplified in the character of great people who make up great teams. When these people are in the right seats, transit agencies soar and entire communities thrive. From paying for fares, purchasing clothes, buying games, dispatching during illness, to simply having a sense of humor, let’s celebrate the heart and soul behind the systems driving our cities.