Page 2 - Engy Fayek Agent Spotlight

Q. What drew you to work for AAA?

A. I moved here from the Virgin Islands after the hurricanes Irma and Maria. Margaret
Misdary [ACMO Call Receiver] referred me to the job. I considered working for AAA because
even after the Great Depression, the company was thriving and has been for 100 years. To
me, that was job security.

Q. What do you like to do for fun in your spare time?

A. I enjoy listening to music, dancing, cooking, cleaning, and visiting my sick family
members.

Q. What is the last gift you gave to someone and what was it for?

A. My sister’s birthday was on Monday. She is the revenue manager for Marriott and
Sheraton in St. Louis. She was overseas for a while and just got back. I gifted her a Bath
and Bodyworks set and cash.

Q. One of the reasons you were picked as our spotlighted agent of the September was due
to your contagious personality, but also because you are noticed as being very efficient and
willing to ask questions. What do you enjoy most about this job and what helps you do well?

A. I enjoy talking to people and helping. Some calls make me feel like a super hero. I’ve been
called a “God sent” angel. It helps that all my supervisors, RTAs and management support
me. They make me feel appreciated for simply doing my job and doing the right thing.

Q. Who inspires you and why?

A. I was inspired by Tim Chadwick [former ACMO trainer] because of the stories he told us
about how people were helped during hurricanes and snow storms. He would mention how
members sometimes think we are super heroes. He talked about how sometimes we are the
only help people have gotten during these natural disasters.
Also, I have been through a couple of national disasters myself, so I understand how one
little thing could make someone’s day or could be the beginning to new life or hope.

Q. What is a quality you have inherited through your experience in customer service and in
what way has it helped you?

A. Customers like honesty. Members do not care for us to be bold, arrogant or rude & they
feel like they are paying because it’s a choice, not because they have to. We don’t have to
fight back. We are supposed to be understanding and patient because it’s not personal. The
more apologetic and respectful you are, the more you kill them with kindness; the more well-
mannered you are, the better it is. It saves the company and your paycheck.

Q. If you could visit anywhere in the world, where would it be and why?

A. I would go to Italy. I love the history, the food, the romance and the church structures.