Estrella Noguera, Administrative Assistant to the Miami Postmaster, located a missing passport and ensured that the Parrish family was free to travel!
Story & Photo: Mirtha Uriarte, Miami Customer Relations Coordinator
Mr.
& Mrs. Parrish from St. Petersburg, FL, were set to travel to their holiday
vacation destination abroad. All they needed was their passports.
Over
800,000 are passports are processed in Florida alone each year. Passport Agencies/Centers constantly update their websites to inform the public on the
turnaround timeframe to receive their passport door-to-door. This especially is important during
high international travel time during the summer and holiday season. But sometimes, something
goes wrong.
The
Parrish family made all necessary arrangements ahead of time to get their
passports to prepare for their holiday travel --- except the passport agency placed an
incorrect ZIP Code for Mr. Parrish’s passport. Mrs. Parrish received hers
in the timeframe expected but her husband waited until it was almost
too late. In their desperation, they contacted the Miami Postmaster’s Office and spoke with Administrative Assistant Estrella Noguera.
After learning all the details, Noguera left no stone unturned, investigating any and every possibility of what could have happened to the package containing the passport. Her
knowledge of postal operations, coupled with her determination, ensured that the Parrish family prevailed.
On Friday, November 20, the package, which had been looping between the incorrect ZIP Code office and the Royal Palm Processing & Distribution Center since November 5, was located. Noguera contacted managers at the Royal Palm P&DC to capture and isolate the package. It was then sent Priority Mail Express to the attention of the postal manager at the correct office in St. Petersburg. The package arrived, and the manager contacted the customer to pick up the passport on Saturday, November 22, the day before their travel.
On Friday, November 20, the package, which had been looping between the incorrect ZIP Code office and the Royal Palm Processing & Distribution Center since November 5, was located. Noguera contacted managers at the Royal Palm P&DC to capture and isolate the package. It was then sent Priority Mail Express to the attention of the postal manager at the correct office in St. Petersburg. The package arrived, and the manager contacted the customer to pick up the passport on Saturday, November 22, the day before their travel.
Almost in tears, Mrs.
Parrish expressed her gratitude to all who played a key role
in identifying the problem, and then isolating and ensuring the passport was delivered
on time. It is employees like Noguera who maintain the trust from our customers.
Her level of expertise and dedication to her position ensured the Parrish family was free to travel!
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