Dunkin’ Donuts Shift Leader Roza Zawde recently received the “Impression Makers” award in the second round of Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes customer-facing employees who provide direct customer service to passengers.
As a shift leader at Dunkin’ Donuts in the Terminal D/E Connector, Zawde fulfills customer orders, tracks employees’ shifts and is responsible for preparing and opening the business. Zawde, who has worked at the airport for eight months, enjoys working the early morning shift from 4 a.m. – 12 p.m.
“I like working with my coworkers,” said Zawde. “We’re like a small family. Everyone works together and helps out to provide our customers with their orders.”
Zawde holds a certification in customer service and exemplifies her skills each day while assisting customers.
In his nomination of Zawde, Dunkin’ Donuts General Manager Arif Vhora said, “Not only is she a good employee on her own, but she is also a team player and motivator for her coworkers. Roza goes above and beyond to satisfy our customers. Roza is one of the best people to work with as well as aspire to be. She is the perfect example of the best employee and an excellent role model.”
Vhora also noted Zawde’s excellent customer service skills when dealing with a passenger who received an incorrect order. Zawde resolved the issue and even walked the passenger over to the information counter to help them find their gate. Her coworkers enjoy working with her and describe her as a hard-working employee with a great personality. Her leadership skills and commitment to teamwork create a positive working relationship.
Zawde focuses on transcending the customer experience at PHL. Patience is one of her key virtues that she uses on the job. “I just want to make sure any customer that gets an order from us is satisfied,” she said. “I like meeting new people and I’m happy to work with an understanding and great manager like Arif.”
Zawde immigrated to the U.S. three years ago from Ethiopia. She’s fluent in Amharic and Tigrinya and has assisted customers with her language skills. Zawde is proud of her heritage and enjoys cooking traditional dishes that originate from Ethiopia.
In her free time, Zawde enjoys attending her local church and spending time with her family and friends. Her community is important to her, and she loves attending birthday parties, baptisms, and weddings. “I have a lot of family in Philadelphia,” said Zawde. “This is a good city to live in and explore. I love shopping in Center City.”
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. To nominate an employee click here. For more information about the program, click here.
