The associates of Sears Holdings are the heartbeat of our organization and we’re proud to share the stories when associates go above and beyond to embody the company’s core values. Today we celebrate the heroic efforts and challenges that associates overcame to put our customers first. These individuals are Jesse Price, Monty Robinson and Angela Chapa.
Tech Saves Woman During Seizure
Jesse Price, a Sears Home Services technician has seen a lot of things in his almost three and half years with the company, however this experience was a first for him. Jesse was on a service call to repair a refrigerator in a customer’s home when the customer seemed in distress. Jesse looked up as the customer spun around twice and by then Jesse was on high alert. He was trying to get out from behind the refrigerator when the customer started to have a seizure. Jesse rushed to catch her but she grazed her head on the counter and hit the back of her head on the floor. Jesse didn’t hesitate, dialing 911 he put his hands under her head to support her. He has been exposed to handling seizures when he worked in a medical facility prior to coming to Sears Home Services and knew exactly what to do. He protected the customer making sure she was not further injured while answering the 911 dispatcher’s questions. She regained consciousness and as the paramedics arrived she was able to tell Jesse that she had a history of seizures. Before the customer was transported to the local hospital, she asked Jesse to call her husband, which he did. “I had a seizure while the tech was here. This young man was not only helpful to the problem but medically also had knowledge and promptness of the situation.” The customer wrote in her customer feedback survey, “I thank you Jesse!” Jesse was not only in the right place at the right time but also went above and beyond to make a difference in this customer’s life.
Tech Saves Family from House Fire
In March, Monty Robinson, a technician who has worked for Sears Home Services for six and half years, arrived at a service call to diagnosis and repair a customer’s dryer. The customer had complained about a “burning smell.” He investigated by opening the foot plate of the dryer and was shocked to find a fire blazing inside.
Monty immediately evacuated the home which included a newborn baby. He instructed the parents to “wrap the baby up and get out” as the fire was now exposed to air and beginning to spread. Once the home was evacuated, Monty immediately ran to the van and returned with a fire extinguisher. Due to Monty’s quick thinking, the family and their house were saved. After the fire was extinguished, the grateful customers told Monty that he had saved their lives. In my conversation with Monty he expressed the importance of routine maintenance.
Sears Home Services offers a routine maintenance package that helps diagnosis and prevent fires and issues like this one. For customers without the peace of mind offered with the Master Protection Agreement this is a great option. It is important that appliances are serviced and are routinely examined. Monty shared, “I will offer a care and maintenance package to every customer and show pictures of why it’s a benefit.”
SHC Celebrates Diversity
I had the pleasure of speaking with Angie Chapa, who recently celebrated her 21st anniversary with Sears. Angie works in SHC’s Round Rock, Texas, call center supporting various functions including rapid resolution, in-store support and rescheduling. Angie is charming and charismatic and also visually impaired. She is part of a team of three long-time associates who are also visually-impaired.
Angie started with Sears on November 11, 1996. Prior to her start at Sears she worked in a Student Disability Center at Southwest Texas College, among other jobs.
Her sweet demeanor and wonderful attitude made it clear to me that she is the type of person who has overcome challenges with a smile, her entire life. To do her job effectively she has learned to use different programs and new, innovative ways to navigate software. Angie is a skilled braille reader who uses Ciboodle and NPS. Ciboodle is the system that stores customer information and merchandise and NPS is the system that the team uses to schedule service for our customers. “I am very happy to have them in my team, it has been a great experience to work with them. I have learned so much and I am impress with their dedication.” Angie’s supervisor Sandra Acosta says, “they always came to work with a smile on they face and do a great job.”
“Over the years Sears has been very supportive,” Angie states. “I am grateful to have a job. Sears employs many blind people. I feel grateful.”
SHC supports associate networks that reinforce the inclusiveness of all associates and customers. One of these many associate resource groups includes the Able Network, whose mission is to promote the benefit of the unique abilities and contributions of associates, families and customers impacted by disability. The group aims to accomplish this by raising awareness, fostering respect and navigating barriers for SHC.