According to Lloyd Walker, local CommuniComm manager, the CSR, Alicia Gonzalez, received a call from a lady in New Tazewell. Gonzalez originally thought she couldn't hear the caller or the caller couldn't hear her, but she soon found out the caller was in distress.
Gonzalez remained calm, said Walker, and got all of the necessary information from the caller, who is 69 years old. She learned the caller was calling from her sister's home and was in immediate need of medical attention. The sister has CommuniComm's phone service.
"The caller said that she could not dial 911 and did not know where she was and could not breathe," Walker stated.
Gonzalez, thinking quickly, had her lead CSR contact the Claiborne County Sheriff's Department while she remained on the phone with the caller for a total of 18 minutes. She finally spoke to a deputy, who broke the door down to gain entry to the home. He reportedly told the CSR that it looked like the caller had a stroke.
"In addition to providing excellent customer services, CommiComm always strives to be an active member of the communities we serve," Walker said. "The action of our call center in assisting the Sheriff’s Department is in harmony with that goal."
Walker stated this definitely wasn't the typical call for the customer service representatives.
"We are proud to have such dedicated associates as Alica Gonzalez at CommuniComm," he said. "We’d like to thank the officers involved: Eric Fraley, Josh Fields and Craig Owsley. It’s comforting to know we have devoted individuals just doing their job amidst us."
"I am certain I speak for all of CommiComm in wishing the caller a speedy recovery," he added.