First-Class Service

Providing first-class service within the Miami-Dade County Aviation Department’s Public Safety and Security Division is not just the expectation – it is the standard. Serving over 40,000 active, credentialed badge holders at Miami-International Airport (MIA) is not an easy feat, but Airport Operations Supervisors Emmanuel Gatell and Frances Pera uphold this standard every day. 
 
“We serve over 850 companies that have credentialed access to Miami International Airport,” explains Pera. “We are constantly working together with these companies to ensure the airport not only remains safe, but also that these 850 companies can do business with MIA.”
 
Gatell added, “Working at MIA has given me the opportunity to pursue my passion for aviation while delivering world-class customer service to everyone I meet. Providing a high level of customer service is the most important aspect of the job. Whether it’s our business partners or assisting one of the 56 million passengers who use MIA annually, we must give them 110%.”
 
This commitment to not only the public safety and security of MIA but being able to resolve a credentialing issue was on full display a few weeks ago when Mr. Chris Cook, an American Airlines Maintenance Control Technician, was flown to MIA to service an aircraft that required specialized maintenance before it could fly again.
 
Upon landing at MIA late in the afternoon and making his way to the aircraft, Mr. Cook soon realized he did not have the proper credentials to access the aircraft on the ramp. After making his way to the Credentialing Office, he discovered that it was closed. However, the team in the office was able to connect him with the supervisor on duty.
 
“Emmanuel then worked for an hour and a half, after his shift making approximately 15 calls and doing research to finally give me access to the aircraft to make repairs,” says Cook. “He was extremely polite and tireless in making this happen. It would not have been possible without Emmanuel’s efforts.”
 
Emmanuel, who was filling in for Frances, was quick to note that Frances also played a crucial role in resolving Mr. Cook’s credentialing issue. Even though she was not working, together they ensured Mr. Cook could perform the critical repairs to get that aircraft back in the air.
 
David D’Trinidad, Section Chief for Public Safety and Security at MIA added, “I’m pleased that someone recognized what I witness on a daily basis from both Emmanuel and Frances. They are both wonderful employees who consistently go above and beyond and are an integral part of our Safety & Security Division’s success.”
 
Keep THRIVING Emmanuel and Frances!