Philadelphia Police Department (PPD) Communication Dispatcher Barbara Miller and Department of Aviation Communications Center Operator II Affaf Aitidir recently received the “Teamwork Makes the Dream Work” award in Philadelphia International Airport’s (PHL) Employee Recognition Program. This distinction acknowledges employees who create a positive guest experience through service and delivery while collaborating with other organizations.
This recognition exemplifies the coordination between the Department of Aviation and the PPD. As a dispatcher, Miller answers incoming emergency calls received at the airport. She’s worked for the PPD for 20 years and has been at PHL for over eight months.
Both Miller and Aitidir are known for customer-centrism, prioritizing passenger needs, teamwork, transcending expectations, proactive communication, and effectiveness.
“The most meaningful part of my job is helping people,” said Miller. “I helped a guy who left his work bag in customs once, and he was very appreciative.”
Within the PPD at PHL, coworkers have a strong camaraderie. “We have each other’s back here,” said Miller. “We’re a good group of people.”
Two quotes Miller lives by are “treat people the way you want to be treated” and “you’re only one decision away from a different life.”
Miller's goal at PHL is to make a good impression and to keep helping people. “I go home feeling good that I helped people. It’s rewarding. I thank Lieutenant Brady and Captain Samantha Brown for the opportunity to work here. I also thank both employees with the same name, Carmen Rodriguez, for training me.”
In his nomination of Miller and Aitidir, passenger Troy Madres stated, “I thank PHL for helping me out when I needed assistance after I landed. Your staff’s high customer service and quick action were a big help to me. After losing my bag, I called the airport, who transferred me to airport police and the communications center. There I worked with two very nice people: a woman named Affaf at the Communications Center and a police operator, Barbara. Both women were attentive and helpful despite being well past the typical close of business. I quickly learned that the police found my bag and would have K9 inspect it; 20 minutes later, I was reconnected with my bag. These two women and others at the airport police helped me out this evening, and I am eternally grateful. I am appreciative of their assistance. Philadelphians take care of their own, and I commend PHL for its high customer service.”
As an Operator II, Aitidir serves passengers by answering calls ranging from lost and found flight information, parking, and anything else airport-related. She’s worked at PHL for over one year. Originally from Algeria, Aitidir is fluent in three languages: Arabic, French and English.
Aitidir strives to go above and beyond when helping passengers. When she sees a passenger frustrated, she makes sure they walk away with a smile on their face. “There’s something new every day,” said Aitidir. “We get to know other cultures. We work as a team to assist passengers.”
While Aitidir was pregnant, she appreciated the support she received from her coworkers, who surprised her with a baby shower. “I love my coworkers,” said Aitidir. “We treat each other with love and respect. I get along with everyone.”
While working, Aitidir hopes to serve PHL in a good way. “Whatever we do reflects the airport,” she said. “It’s a good experience. I like to work in the office.”
When she’s not at work, Aitidir likes to spend time with her family and cook one of their favorite traditional dishes, couscous.
“I thank my managers, supervisors, and coworkers, for all their help and support,” said Aitidir. “I thank my coworker Basma Whaieb for informing me about this job. I also thank my family.”
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 Employee Conduct and Recognition Committee. For more information about the program and to nominate an employee, click here.