This associate likes to see what happens when opportunity knocks.
Customer Service Team Leader Lin Low, #1589, Glen Allen, Virginia, grew up in Malaysia and loved American culture. So, she moved to Maryland for college and then to New York City after graduation, where she met her husband. When his job took their family to Virginia, she heard about Publix.
“I started reading about the company and everything it stands for — valuing associates, being part of the community — and those values really appealed to me,” Lin said.
Lin, who has been with Publix for almost 4 years, started at #1596, Richmond, Virginia, as an event planner helping customers with their special occasions. She was drawn to the role because she loved planning her friends’ weddings and parties, and it also appealed to her foodie side. Shortly after, she transferred to a nearby store with a cooking school to become a catering consultant, where she found another layer of excitement to add to customers’ events.
But when it came time to transfer to a 3rd store, Lin decided to take advantage of a different opportunity.
“I felt like I’d learned event planning and catering, so I was curious to try something new,” she said. “The customer service department seemed like the right next step.”
So Lin became a customer service staff, learning the ins and outs of the department and figuring out how to master the responsibilities of the cash office. Along the way, she noticed a difference in the way she provided premier service.
“Catering is a different customer interaction because you have a longer time to spend with them to plan their celebration,” Lin said. “At the customer service counter, it’s more fast-paced and you’re trying to develop relationships during really quick transactions. It’s a different level of response to bridge that because you don’t have that long.”
But for Lin, the quick interactions are part of the fun of the job.
“The exciting part is knowing you never know how the day will be,” she said. “You’re always going to have different encounters with associates or customers, so it’s important to keep a sense of humor. My view is it’s my adventure for the day, so I just roll with it and make it lighthearted.”
Many of Lin’s views about her career and Publix come from her experiences growing up outside of the U.S. She remembers watching American television shows as a child and falling in love with what she calls “Americana.” She feels Publix represents American ideals of empowering people and growing with them.
“Having come from a developing country, I’m cognizant of how many opportunities this country — and this company — presents,” Lin said. “I have an 18-year-old son, and I try to impart on him that the fact he was born in the U.S. is amazing. I don’t want him to lose sight of the opportunities coming his way. I try to convey that awareness to my team, as well.”
Outside of work, Lin shared she’s extremely proud of her son recently attaining the rank of Eagle Scout. And her foodie side comes out even more in her free time. Right now, she’s working on building her Korean cuisine skills and repertoire.
“I like to take things easy and enjoy the finer things in life when I can,” said Lin.
And what does Lin think about future opportunities in her career with Publix?
“I’m open to wherever I’m blessed for my path to take me,” she said.
