Transportation Security Administration (TSA) Customer Service Manager Michael “Mike” Veneziale received an “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes employees who consistently demonstrate exceptional customer service in their roles.
Veneziale proactively responds to complaints received by his agency and directs compliments to TSA’s weekly publication. He resolves issues fairly. He also represents TSA at different stakeholder meetings, including the PHL Guest Experience (GX) Council. He’s been with the agency since 2011, holding various positions before settling into his current role. Before joining PHL, Veneziale completed 45 years of public service, being employed by the Philadelphia District Attorney's Office and the Pennsylvania Office of Attorney General. He holds a Bachelor of Arts degree in Criminal Justice and a minor in Business from Temple University.
Veneziale was nominated by his coworker Dawn Denmark, who shared, “I am honored to nominate Mike Veneziale in recognition of his stellar customer service skills. He promotes world-class customer service and quality stakeholder relationships. As you can imagine, this position has its challenges, and Mike rises to the occasion time and time again. Every complaint about the screening process or any other allegation is promptly investigated and addressed by him. Since I have the pleasure of being his cubicle neighbor, I often hear his interactions with people. He demonstrates professionalism and a thorough knowledge of procedures. He is consistently patient, empathetic, and kind when addressing complaints. Creating calm and diffusing issues are admirable qualities that he possesses. His dedication to customer satisfaction is evident as he makes it a point to listen attentively, communicate clearly, provide follow-ups/recommendations, and always ends each call or email correspondence, making people feel valued and heard. Mike believes he has developed his talent for dealing with people through his many years working in Public Service. His extensive background as a Lieutenant and service with the TSA have developed him into the kind, caring, and patient person we all love so dearly. As a result of his service and commitment to providing gold standard customer service, complaints are quickly resolved, and long-term trust and goodwill have been built.”
At PHL, Veneziale appreciates the work relationship he’s established with his colleagues. “I like working with people who hold different skill sets,” he said. “We all bring something different to the table and assist one another. There’s a lot of teamwork, which we get from our director, deputy, and senior leadership.”
Communication is the most essential skill set that Veneziale utilizes every day. “My job is about active communication, active listening, patience, the ability to empathize, and the ability to look for a resolution, and then follow up on that resolution to make sure it was effective,” he said. “It’s about identifying issues, analyzing, resolving, and monitoring them through our standard operating procedures (SOPs).”
One of Veneziale’s most memorable moments at PHL include saving a passenger’s life. “She collapsed in front of me, and I was the first one on the scene,” he said. “I opened her airway. Thankfully, a doctor just happened to be walking by, and we both performed CPR on her until paramedics arrived. It was a rewarding experience to help save her life.”
Veneziale is proud to work for the TSA and is grateful to all his coworkers. “I'm privileged and honored that Dawn nominated me for this Employee Recognition award,” he said. “I thank Lynn Oliver for coaching me into this position. I have a long list of people to thank, including my colleagues who help me resolve issues. I thank our tremendous senior leadership and management team. I also thank the Transportation Security Officers (TSO), who have been great to work with and have assisted me in doing my job. People need to recognize the importance of what we do here, and the value of getting a passenger from point A to B safely.”
The PHL Employee Recognition Program was established by the airport’s Guest Experience (GX) Department. Honorees are nominated by their peers and selected by the GX Council Steering Committee’s Stakeholder Engagement Committee. For more information the program and to nominate an employee, click here.
