Operation: Call Out—Eastern Region
Eastern Region proudly recognizes Caren Hernandez, Delores Windsor and Lydia Neveux for their contributions and support to the Exchange Mission. Their focus on customer service is a priority, and it shows in the results! Thanks for all you do!
Caren Hernandez
Ontario Express Shift Manager
Fort Drum
May 25, 2021, started out as a normal day for Shift Manager Caren Hernandez—but as she approached the gate to Fort Drum, she noticed that the lady in the car ahead of her was in distress. Caren jumped out of her car and immediately started to calm the woman by kneeling in the road next to her. She called 911, which responded and commended Caren on her quick action during the medical emergency—without her quick thinking, things could have been much worse for the individual, as she had fallen out of her car into the line of traffic. Caren stayed with the individual until she was loaded into the ambulance, providing vital information to the paramedics. The paramedics stated Caren probably saved this individual from suffering a major heart attack. It is nice to know in this day and age with the pandemic still going on, we still have Good Samaritans and some of them work for the Exchange!
Delores Windsor
Burger King Crew Member
Joint Base Andrews Exchange
Delores Windsor’s hard work and dedication to our service men and women comes through daily. She is friendly to each of our highly valued customers and consistently provides them with courteous, timely service. A proud team member and an expert at her job, Delores can call out orders, restock and push her team to complete orders in a quick, efficient manner. Ms. Windsor’s efforts enabled JBA BK to not only exceed the 2:45 BK Speed of Service (SOS) standard by 10 seconds, achieving an SOS time of 2:35, their sales increased by 14.7% and direct operating results increased by a whopping 40%! Ms. Delores Windsor’s job performance sets the example for her peers.
Lydia Neveux
Executive Office Assistant
Hanscom Exchange
Ms. Neveux sets the example of Exchange teamwork! Lydia not only fulfills her regular duties as an office assistant but regularly goes above and beyond to assist her co-workers. As the vehicle coordinator, she has been instrumental in the sale of vehicles totaling $5,400 in revenue, the GSA sell of an FMO van which generated $7,200 in revenue, and while working toward our Exchange transformation locally, Lydia has also executed disposal and sell of $10,660 fixed assets. She assisted in generating an additional $23,260! Throughout the year, she has been able to find cost savings in phone line reductions. Not to mention traveling to the outlying smaller facilities to lend a helping hand where staffing is limited. During these visits she has been able to provide help with setting up plan-o-grams, customer service and general facility care. She has also stepped in during the absence of Human Resources to conduct onboarding procedures so that vacancies could be filled at a quicker rate. Lydia is one of our unsung silent leaders, she sets the example of “Family Serving Family.”
