When Teresa Carroll assists shoppers at the Exchange jewelry counter at Hanscom AFB, Mass., she holds the military close to her heart.
Two of her three sons are Airmen. Her sister served in the Air Force, and her stepfather was a Soldier and a Sailor.
“When I’m serving customers, I know what they are going through,” Carroll said. “As a mother to two sons who are in the military, I can understand their worries, concerns and sacrifices. They come in here really tired and, sometimes all they want is to see a friendly face and somebody to talk to.
“I am so grateful for our service men and women.”
“I’ve heard so many heartwarming stories from folks who served in World War II and Vietnam.”
-Teresa Carroll, customer experience associate
Likes friendliness of co-workers, customers
Carroll has made quite an impression since joining the Exchange a year ago this February. Year-to-date sales for the jewelry counter are up by nearly 29 percent, thanks to Carroll, the sole jewelry associate, said Debbie Timothy, the main store manager.
Carroll said she wanted to work for the Exchange ever since coming into the store with her son Drew, an Air Force sergeant, more than a year ago. She said she immediately noticed the happiness and camaraderie between associates and customers.
“I asked the person who was waiting on us, ‘Hey, I’d like to work here,’ and she told me how to apply for jobs online,” she said.
Two weeks later, HR Manager John Murray called her for an interview. She landed the job and loves serving those who serve.
“I’ve learned so many new things, but I especially like the friendliness of my co-workers and customers,” she said. “I’ve heard so many heartwarming stories from folks who served in World War II and Vietnam.”
Embodying mission, core values
Timothy said Carroll embodies the Exchange’s mission and core values.
“Teresa is one of our valued customer experience associates in softlines, consistently performing above standards and maintaining a commitment to customer engagement and satisfaction,” Timothy said. “She interacts with each customer who crosses her path and always offers a smile and a ‘How may I help you?’ She never forgets to inform our valued customers about our weekly promos and specials.”
Carroll never misses an opportunity to sell an Exchange Protection Plan or tell customers about the benefits of using their MILITARY STAR cards.
“She is known to be a willing and active team player, always ready to chip-in and help her co-workers,” Timothy said. “Teresa is a not only an important asset to our store, but a warm and friendly associate who cares about those around her.”
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