Employee Spotlight: Brenda Underwood
Customer Service • Mac’s Pharmacy North Knoxville
Also known as: “Mamaw Brenda” to about half of East Tennessee
When you walk into Mac’s Pharmacy on Washington Pike, you don’t just get greeted — you get seen, remembered, and if you’re lucky, handed a sucker by the one and only Brenda Underwood. Brenda isn’t just a cashier — she’s a warm hug in human form, a storybook of local history, and a source of comfort to anyone who needs it. From kids to customers recovering from life’s hardest battles, Brenda is a reminder that community care still exists… and she’s been delivering it with love since 2011.
Q: How long have you worked for Mac’s Pharmacy?
I started in 2011, just after I lost my husband. Mac’s gave me more than a job — they gave me purpose. Fourteen years later, I still love it. It keeps me going and keeps me connected to the people in this town.
Q: What inspired you to work in pharmacy?
Growing up, I always dreamed of being a nurse. I never went down that path, but working in a pharmacy has given me the next best thing — a way to care for people every single day. Helping folks understand their health, showing them new wellness products, and just being someone they can trust — that’s what makes this job special.
Q: What do you enjoy most about your role?
Oh, the people — no question. I know so many of them by name, and they know me too. Some of my regulars even know about my grandkids, and I know about theirs! Kids walk in and yell, “Mamaw Brenda!” and my heart just melts. I worked in education for 25 years before this — I was a teaching assistant at Belle Morris Elementary, working with 1st through 5th graders. I even led yearly field trips to Washington, D.C. — and now some of those same kids walk in as adults. They still remember me, and that means the world. It’s like the circle of life, pharmacy edition!
Q: What advice would you give someone walking into a pharmacy for the first time?
First — take a deep breath. If something’s wrong with your prescription or your copay feels off, don’t panic and don’t blame the staff. A lot of the time, it’s the insurance, not us. Let us help you. I’ll walk you over to our pharmacist, and they’ll explain everything in plain English. We’ll figure it out together. That’s what makes Mac’s feel different — we don’t leave you hanging at the counter.
Q: What do you do in your free time?
I spend as much time as I can with my family — four grandkids, seven great-grands, and one on the way! I also stay active in my church, Northwest Church of God. Just last week, my 23-year-old grandson called and asked to come to church with me. That moment filled my whole heart. I also love doting on the kids that come into the pharmacy — even if they’re not mine by blood, they’re mine in spirit. And if mama says yes? They’re getting a sucker from Mamaw Brenda.
Q: What’s one product you’d recommend from Mac’s Pharmacy?
CBD oil — no hesitation. I’ve seen what it can do. One customer came in struggling — she was trying to recover after her pain clinic had closed and she didn’t know where to turn. I introduced her to our CBD oil, and it helped her manage her symptoms and begin healing. She still tells me I helped change her life. I’ve seen CBD help with anxiety, sleep, joint pain, and even recovery from addiction. It’s not magic, but it’s powerful — and when paired with compassion and support, it can truly make a difference. That’s the kind of thing we stand behind here at Mac’s.
Q: What has been your most memorable moment at the pharmacy?
Oh, that’s easy — the time a car came crashing through the front doors at Washington Pike and kept going until it hit the counter! I was standing right there behind it. It was loud, it was shocking, and let’s just say, it’s not something you forget. Thankfully, no one was seriously hurt, but it sure made for a wild day. And believe it or not, after all the dust settled, we still helped people get their prescriptions filled. That’s the kind of place Mac’s is — even when a car tries to use the front doors as a drive-thru, we keep serving our community.
