United Airlines Customer Service Representative Maream Drame received the “Impression Maker” award from Philadelphia International Airport’s (PHL) Employee Recognition Program in recognition of her commitment to delivering exceptional customer service in her role.
Drame has been with United Airlines for seven years. Growing up, she was surrounded by the aviation industry, as her father was a pilot and her mother was a flight attendant before starting a family. Inspired by her family history, Drame always hoped to pursue a career in the field. Her brother, a ramp agent for American Airlines, encouraged her to apply for opportunities at PHL. “It’s like a dream come true for me. I love the unpredictable side of aviation,” said Drame.
As a customer service representative, Drame assists passengers with their travel needs while navigating the fast-paced environment of airport operations. Her responsibilities include assisting with delays, cancellations, rebooking, and other unexpected situations. She prioritizes patience, safety, and professionalism. Her experiences since being in this role have strengthened her communication, problem-solving, teamwork, and multitasking skills.
Drame serves as secretary of the United Airlines Committee for IAM Union District 141 at PHL. In this leadership role, she maintains meeting records, documents discussions and decisions, assists with communications, and helps keep members informed. She also works alongside coworkers and union representatives to address concerns and promote fairness. “Working as a secretary for the Union District has strengthened my organizational, communication, leadership, and problem-solving skills, which I apply in my role as a customer service representative,” says Drame.
Drame was nominated for the Impressions Maker award by PHL passenger Mary Winkels, who appreciated Drame’s dedication. “Maream took a personal interest to help me locate my sister’s bag which had been lost at PHL for over three weeks. She expressed concern for the situation, asked for details and was solution oriented—taking ownership to reach out to baggage handlers and ramp agents to locate the bag and bring it to me. Maream’s deep caring for customers and thinking out of the box problem-solving resulted in a very happy ending,” said Winkels.
The most meaningful part of her job is the excellent customer service that she and her team provide to passengers. Drame believes that clear communication, mutual respect and a willingness to help one another are crucial to maintaining efficient operations and providing positive customer experiences. She also enjoys interacting with travelers from different backgrounds and appreciates the diversity that makes PHL unique.
Drame’s coworkers describe her as dependable, approachable, supportive, and hardworking. “They know they can turn to me for help, a listening ear, or solutions. I maintain a positive attitude, communicate respectfully, work well under pressure, take initiative, and care about our customers and team,” says Drame.
One principle she lives by is treat people the way you want to be treated. “Kindness, patience, and respect can make a difference, especially when someone is having a difficult day. I believe in staying positive, learning from challenges, and focusing on how I respond.”
“I would like to sincerely thank my manager, Austin Sumsion, and supervisor, Melo Jackson, for encouraging me to follow through with this award and for supporting me throughout the entire process. Their encouragement, guidance, and belief in me gave me the confidence to step outside of my comfort zone and complete this journey. I truly appreciate their support and the time they took to be there for me every step of the way.”
The PHL Employee Recognition Program was established by the airport’s Strategy Groups’ Guest Experience (GX) unit. Honorees are nominated by their peers and guests and are selected by the GX Council Steering Committee’s Stakeholder Engagement Committee. For more information about the program and to nominate an employee, click here.
