How ABQ RIDE is Delivering Better Customer Experience with Robert Romero

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.