Hispanic Heritage Month celebrates the contributions of Hispanic individuals in the United States of America and society. The City of Philadelphia Department of Aviation recognizes and celebrates Hispanic Heritage Month by recognizing people with Hispanic heritage who contribute daily to the airport’s success.
Meet American Airlines Customer Care Manager Jabneel Alvarez. In her role, Alvarez ensures passenger complaints and concerns are addressed and resolved. She graduated with a degree in criminal justice from Drexel University and has been at Philadelphia International Airport (PHL) for over one year. At American Airlines, Alvarez serves as a Ground Security Coordinator (GSC), upholding the company's safety and security directives. Additionally, she is a Complaint Resolution Official (CRO), resolving accessibility-related issues as they arise.
“I take pride in what I do because, as a young Hispanic woman, sometimes it’s harder to get to places,” she said. “I take pride in being given the opportunity to explore all my options. I feel like the sky is the limit. It's exciting for me to share that because you don’t always see a young Dominican leader going on her way, exploring and sharing her knowledge.”
Alvarez is the president of American Airline’s PHL Latin Diversity Network Employee Business Resource Group (EBRG). The group focuses on educating and informing all employees about the Hispanic community through meetings, Spanish 101 classes, and cultural events.
“I thought it would be fun to join the aviation industry,” she said. “I liked the process, and that’s what made me stay. I want to grow in this company. No two days are the same. It’s not a regular 9-to-5 job.”
To Alvarez, Hispanic Heritage Month means learning about the diverse backgrounds of different Hispanic ethnic groups. “The light shines on everyone,” she said. “I like exploring the differences. For example, if I ever went to Peru, I would make sure I have some knowledge about the country and people.”
A proud Dominican, her favorite food is the Dominican Republic’s national dish, “La Bandera Dominicana,” which includes white rice, red beans, pepper steak with onions, and garden salad. She appreciates how her family has kept traditional cooking methods.
At PHL, Alvarez enjoys the diversity she encounters while working. “It’s about getting to know people from every background,” she said “I encounter hundreds of people daily. I see my job as being a problem solver. It’s about using critical thinking skills during hectic times. Ultimately, we are caring for people and providing them comfort. You never know who you’re helping. Always help with a humble heart.” With her fluency in Spanish, Alvarez once assisted a Spanish-speaking passenger in retrieving her diabetic medicine.
Alvarez hopes passengers continue to choose PHL as their global gateway to the world. She’s enjoyed traveling to Paris, Milan, Rome, Madrid, Cancun, and one of American Airline’s newest destinations, Nice.
“I love working for American,” said Alvarez. “They’ve given me every opportunity I’ve asked for while expanding my knowledge in the industry. I also thank my mentor and boss, Gillian Wilson, for guiding me and providing me with an important perspective based on her extensive experience.”
