Épisodes

  • How ABQ RIDE is Delivering Better Customer Experience with Robert Romero

    How ABQ RIDE is Delivering Better Customer Experience with Robert Romero
    Apr 27 2026
    In this episode of Stop Requested, Levi McCollum and Christian Londono talk with Robert Romero, Transit Manager at ABQ RIDE, as part of a four part series on transit in Albuquerque. Robert oversees Sun Van paratransit service and ABQ RIDE Connect, bringing a customer experience driven approach to operations. The conversation explores how ABQ RIDE transformed its call center from a reservations and complaints function into a reservations and education center, using feedback from riders to drive operational changes. Robert also shares how his background in the private sector shaped improvements in wait times, customer satisfaction, and employee engagement. The episode also covers the rollout of new technology, including RideCo, and how it improved on time performance, reduced complaints, and gave riders more visibility into their trips. Robert discusses the role of communication, community engagement, and taking calculated risks to deliver better service for riders who depend on it most.
    Afficher plus Afficher moins
    42 min
  • Leading with Compassion at ABQ RIDE with Bobby Sisneros

    Leading with Compassion at ABQ RIDE with Bobby Sisneros
    Apr 20 2026
    In this episode of Stop Requested, Levi McCollum and Christian Londono talk with Bobby Sisneros, Deputy Director at ABQ RIDE, in the second of a four part series on transit in Albuquerque. Bobby oversees planning, IT, marketing, safety and security, and communications, bringing a cross departmental perspective to how transit systems operate day to day. The conversation explores how ABQ RIDE is rethinking safety, from applying the broken window theory to improve system conditions to building a transit safety officer program centered on compassion and de escalation. Bobby also shares how his experience across city departments shaped a more holistic approach to transit, focused not just on moving people, but supporting the broader community. The episode also covers operator retention, leadership visibility, and the importance of listening to both riders and frontline staff to improve service in a changing post COVID environment.
    Afficher plus Afficher moins
    46 min
  • Redesigning ABQ RIDE's Network from the Ground Up with Andrew De Garmo

    Redesigning ABQ RIDE's Network from the Ground Up with Andrew De Garmo
    Apr 13 2026
    In this episode of Stop Requested, Levi McCollum and Christian Londono talk with Andrew De Garmo, Principal Planner at ABQ RIDE, as part of a four-part series on transit in Albuquerque. With over 20 years at one agency, Andrew shares how his role spans service planning, scheduling, and capital projects, and how those pieces come together to shape transit service on the street. The conversation explores Albuquerque Rapid Transit (ART), including how the corridor was planned, the challenges of taking lanes from cars, and what it takes to operate and refine a full BRT system over time. Andrew also discusses the realities of implementation, from driver training to maintaining reliable service on a high frequency corridor. The episode also covers ABQ RIDE Forward, the agency’s system redesign focused on shifting from peak commuter service to more consistent, all day, seven day a week service. Andrew explains how COVID created a rare opportunity to rethink the network, breaking from long standing service patterns and allowing the agency to redesign service around current rider needs.
    Afficher plus Afficher moins
    1 h et 2 min
  • Paul Comfort on Leadership, Communication, and Finding Your X Factor

    Paul Comfort on Leadership, Communication, and Finding Your X Factor
    Apr 6 2026
    In this episode of Stop Requested, Levi McCollum and Christian Londono talk with Paul Comfort, Chief Customer Officer at Modaxo, former CEO of MTA Maryland, and host of Transit Unplugged. With nearly four decades in public transit and government, Paul shares how his career evolved from a local transportation coordinator role into leading one of the largest transit agencies in the country. The conversation explores how communication became his edge as a leader, how strong teams are built inside complex organizations, and why leadership ultimately determines whether agencies succeed or stall. Paul also discusses his perspective on developing talent, aligning strengths with roles, and creating environments where people can perform at their best. We also get into his new book, Find Your X Factor: Follow Your Personal Treasure Map to Purpose, and how leaders can identify where their interests and abilities intersect to drive meaningful impact. Pre-order here: https://www.barnesandnoble.com/w/find-your-x-factor-paul-comfort/1148750775
    Afficher plus Afficher moins
    41 min
  • Why Good Transit Planning Starts with Observation at SacRT with James Drake

    Why Good Transit Planning Starts with Observation at SacRT with James Drake
    Mar 31 2026
    In this episode of Stop Requested, Levi McCollum and Christian Londono talk with James Drake, Senior Manager of Service Planning at Sacramento Regional Transit (SacRT). With over 20 years at one agency, James shares how transit service actually comes together, from data and analysis to the service riders experience every day. The conversation explores how planners think about networks instead of individual routes, how service changes are developed and implemented, and why balancing ridership and coverage isn’t as simple as it seems. James also discusses the role of data, the importance of observation and operator input, and how microtransit fits into a broader transit system.
    Afficher plus Afficher moins
    1 h et 2 min
  • Developing the Next Generation of Transit Leaders with Christina Villarreal

    Developing the Next Generation of Transit Leaders with Christina Villarreal
    Mar 24 2026
    In this episode of Stop Requested, Levi McCollum and Christian Londono talk with Christina Villarreal, Executive Director of LIT, a national nonprofit focused on workforce development, mentorship and leadership in the transit industry. Christina shares her path from the nonprofit sector into transit and how LIT has evolved to support a broader and more inclusive pipeline of professionals. The conversation explores mentorship, leadership development, and the importance of making training and career opportunities more accessible across the industry. They also discuss common misconceptions about careers in transit, how agencies can better support employee growth, and why building a strong workforce pipeline is critical to the future of public transportation.
    Afficher plus Afficher moins
    45 min
  • Steering CDTA’s Next Chapter with CEO Frank Annicaro

    Steering CDTA’s Next Chapter with CEO Frank Annicaro
    Mar 17 2026
    In this episode of Stop Requested, Levi McCollum and Cristian Londono talk with Frank Annicaro, CEO of the Capital District Transportation Authority (CDTA). Frank shares his journey into transit, starting as a diesel mechanic and working his way through leadership roles at New York City Transit before stepping into the CEO role in New York’s Capital Region. The conversation explores the transition from the largest bus system in North America to a high-performing regional agency, the importance of culture and workforce development, and how training and employee engagement are shaping CDTA’s future. Frank also discusses funding stability, mobility on demand, transit-oriented development, and how CDTA is positioning itself to support continued growth across the Capital Region.
    Afficher plus Afficher moins
    51 min
  • Leading a Transit Agency with Passion with TARTA's CEO Laura Koprowski

    Leading a Transit Agency with Passion with TARTA's CEO Laura Koprowski
    Mar 10 2026
    In this episode of Stop Requested, Levi McCollum and Christian Londono talk with Laura Koprowski, CEO of the Toledo Area Regional Transit Authority (TARTA). Laura shares her path into the transit industry, from communications and government relations to leading a regional transit system serving communities across northwest Ohio. The conversation covers leadership in public transportation, the importance of mentorship and professional development, and how passion for the work can shape a career in transit. Laura also discusses TARTA’s system redesign, expansion of microtransit service, and how data and technology are helping guide decisions as the agency works to improve mobility across the region.
    Afficher plus Afficher moins
    56 min