She analyzes bus routes and trends, identifies challenges along routes, and works with other city agencies to clear obstructions, like cars blocking bus lanes.
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Williams was a part of the team that looked at customer feedback, focused on improving the 29 lowest-performing bus routes.
So far, 30 percent of those bus routes have been removed from the underperforming list.
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Williams will celebrate 15 years with the MTA in March.
She says she loves helping people learn about the MTA and helping bus operators learn their routes and neighborhoods.
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