Tonia Edwards’ passion for customer service and the genuine interest she takes in her riders has garnered her praise not only from the drivers and her fellow dispatchers, but from passengers and management alike.
A mother had to organize paratransit service for her adult son with disabilities, using multiple transit agencies. She was overwhelmed at the prospect and didn’t know how to even begin. She had almost given up on the idea and then Tonia answered her call.
Tonia patiently shared her extensive knowledge of our services with the mother, detailing the steps needed to secure eligibility for her son. She then reached out to each of the other agencies, advised them of the son’s travel needs and confirmed the reservations with all parties involved. The next day, Tomia followed up with the mother to ensure everything went as planned. The mother was so grateful she took the time to provide her positive feedback to Napa’s management team.
This isn’t an isolated event for Tonia. She is known by both her passengers and her team members for providing the best service possible thanks to her patience and innate ability to listen.