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NAMS ramp lead returns missing ring, team ‘exemplifies’ customer service, ethics

Roselyn Faualo’s love of family keeps her upbeat through the long Alaskan nights

By Hilary Reeves

Roselyn Faualo was set to begin her overnight shift as ramp lead for Northern Air Maintenance Services (NAMS) in Anchorage on Aug. 8 when she learned that a flight attendant had lost the diamond from her ring. After securing the help of her crew in looking for the valuable gem, the team went about its nightly work.

“We were rebuilding trollies,” she said. “One of my employees was dumping bins into the sink as usual, and I was assisting. I walked away from the sink, ready to move on to another task, when I stopped for a brief moment. My instinct told to go back and recheck the sink. So I went back and looked again inside the sink, and that’s when I found the diamond – an inch away from falling down the drain.”

Faualo was born and raised “on the beautiful islands of American Samoa,” a U.S. Territory located between South America and Australia in the South Pacific. And like everyone who grew up there, she knew she would eventually have to leave to find better opportunities.Rose and her parents, sisters and brothers pose for the camera on a lawn.

“My family is dear to me, and I cherish every moment I spend with them,” she said. “I have two sisters and four brothers – it’s a big family. My parents taught us to always take care of one another, no matter where life takes us.”

Life took Faualo to Alaska, where her childhood dream of working in aviation as a flight attendant or ticket counter agent gave way to a career no less customer-focused.

“What I like best about my job at NAMS is getting to lead my crew to do the best quality of work to serve our customers,” she said. “The group of people that I work with is awesome. It’s the safest, most humbling place to work.”

Still, she acknowledged that being a mother is the most important job in the world.

Rose and her family stand close together, her kids make silly faces.“No other job can compare,” she laughed. “As of now, I am a mother of four, and happily married to my wonderful husband, Avia Faualo.”

Faualo and her husband are the proud parents of three boys and one girl. Her youngest son was born recently, on May 27.

“There’s nothing in this world that I could ever be more proud of than being a mother to my children,” she said. “My little family is my life.”

Working the graveyard shift, she said, can be especially challenging on family life.

Faualo said she plans to continue her education and continue embodying the values ingrained in her as a child: reliability, patience, and Roselyn's youngest child wrapped in a blanket.trustworthiness. On the evening of Aug. 8, after carefully retrieved the diamond from the sink, she sealed it in a plastic bag and contacted her manager and the diamond’s owner.

“The actions of the NAMS team exemplify the type of customer service and ethics we all aspire to for our company,” said David Karp, president and CEO of Northern Air Cargo.

“Finding this diamond was a very happy moment, not only for me but for everyone who helped search for it,” Roselyn stands in a mostly empty warehouse in an orange NAMS reflective vest.Faualo concluded. “Here at NAMS, I’m a big believer in providing the best service for our customers. To me, they are not only customers, but also our friends and family. We are all held at a high standard of ethics, and I believe that we should all have the integrity, honesty, and commitment not only to our customer but to each other. I’m proud of the teamwork of my crew and NAMS as a whole. I hope this story of the lost diamond will inspire everyone to continue doing the right thing.”