American Airlines Customer Service Coordinator Atsu Toppar recently received the “Impression Makers” award from Philadelphia International Airport’s (PHL) Employee Recognition Program. This award recognizes employees who provide direct customer service to passengers.
As a customer service coordinator, Toppar ensures guests are attended to in Terminal A-West. He mainly serves as an international departure coordinator (IDC) by collaborating with American maintenance and flight crews to ensure that deplaned aircraft are clean, fueled, and ready for the next destination. He’s been at PHL since December 2005, with short work experience at both Dallas-Fort Worth International Airport (DFW) and Ronald Reagan Washington National Airport (DCA). Toppar is also a ground security coordinator (GSC) and upholds airport security by collaborating with other airlines. Additionally, he is currently pursuing a degree in accounting from Widner University, holds a CPR/AED certification, and recently completed an aircraft dispatcher certification.
Toppar immigrated from Ghana in 2000. He is fluent in his native language, Ewe, and has a working knowledge of Spanish and French.
“I have a degree in social work from my country,” he said. “I enjoy helping people get to their destination. I know that traveling can be stressful for passengers. I know that my work can make them happy and that’s all that matters at the end of the day.”
On the job, Toppar displays strong values of customer-centrism, prioritizing passenger needs, transcending expectations, respect, proactive communication, effectiveness, and integrity.
Toppar was nominated by a passenger who appreciated his work in finding space for her carry-on bag on her flight. The bag held Christmas gifts for her family, which she planned on gifting them during her layover.
In her nomination of Toppar, passenger Brianna Nicole Moore stated, “Before I boarded, I thanked Atsu for all his help and effort to help me make my early Christmas plans happen. He wished me a safe flight and a great day. I could not help but think I was going to have an amazing day thanks to him and his ability to advocate and perform his role with an assertive and questioning attitude. His empathy, kindness, and communication skills did not go unnoticed. I never expected anyone to take the extra time during the hustle and bustle of a full holiday flight to go above and beyond, let alone genuinely listen to my circumstances. I thank him for making a holiday miracle happen and taking the time out of his day to have an open heart and understanding. I bought internet on the flight to have the time to fill out this award nomination for him with the hopes that he will be selected! Thanks again for going the extra mile!”
Toppar enjoys working in the aviation industry. “American is a great company to work for,” he said. “It’s family oriented. You can decide what work shift works best for you.”
Toppar respects and learns from his colleagues, who all collaborate to ensure they achieve their airline goals. “Different departments come together to approve one plane’s departure,” he said. “It’s a whole village that comes together for a single flight to take off. Everybody goes above and beyond to make it happen. I like this mindset. We all have a ‘get it done’ mentality. Everyone has a role and knows what’s expected of them.”
Two quotes he lives by are “You reap what you sow” and “There’s always a reward for doing the right thing”.
In addition to his home country, Toppar's top three favorite travel destinations are Brazil, St. Martin, and Jamaica.
“I thank God,” said Toppar. “I’m grateful for life. I appreciate every employee that reports to work despite their challenges.”
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.
