CSAs Earn Awards for Customer Service Excellence
June 2, 2022
For the ninth year, SQM® Group recognized BlueCross BlueShield of South Carolina and BlueChoice® HealthPlan of South Carolina customer service advocates (CSAs) for their superior performances. Fifty employees received awards.
SQM also honored BlueChoice® with an award for improving its first-call resolution (FCR).
Our employees won awards in three categories: World Class Certified CSA, World Class Improvement CSA and World Class Certified Supervisor. This year, five of our CSAs were among the top 25 finalists for SQM’s CSR of the Year Award. Congratulations to Mary Ortiz of BlueChoice and Erin Jarrell, Starlight Ervin, Carmen Storey and Minerva Robertson of Major Group.
Marquisha Jackson of Group and Individual won a CSA Top World Class CX Improvement Award. She was one of only five CSAs in North America to receive the award.
In recognition of her leadership, Carrie Stebbins, director of member services for BlueChoice, won the FCR Leadership Award. She is one of only two call center leaders in North America to receive the award.
SQM also honors organizations demonstrating best practices that have improved or helped maintain high FCR and customer satisfaction.
BlueChoice was one of only seven organizations in North America to win a First Call Resolution Improvement Award for its performance in 2021. To qualify for this award, a call center must improve FCR by at least 5 percentage points.
Scott Graves, president of private business, and Customer Experience recently hosted a virtual celebration to honor the SQM award recipients.
Graves thanked the CSAs for their hard work and emphasized the importance of their role.
“Our front-line employees are the voice of BlueCross,” said Graves. “You are what members think about when gauging their experience with our company. You are the reassuring voice our customers depend on when they are feeling uncertain, scared and, yes, sometimes even angry. You are what makes this company successful, and you are certainly worth celebrating.”
Here is the full list of winners:
BlueChoice HealthPlan World Class Certified CSA winners
Shirley Martin
Latonja Boyd
Roderia Thompson
Trina Newton
Mary Ortiz
Rene Nickles
Tennille Cooper
BlueChoice World Class Improvement CSA winners
Justine Pringle
BlueChoice World Class Certified and World Class Improvement CSA winners
Lucinda Simpson
BlueChoice World Class Certified Supervisor winners
Stephanie Watts
Jameela James
FEP World Class Certified CSA winner
Joe Ann McGee
Kimberla Williams
FEP World Class Improvement CSA winners
Tonia Scott
Kendra McCray
FEP World Class Certified and World Class Improvement CSA winners
Elizabeth Catoe
Group and Individual World Class Certified CSA winners
Teresa Harris
Erica Nelson
Vanessa Tucker
Group and Individual World Class Improvement CSA winners
Marquisha Jackson
Denise Thomas
Malecia Tisdale
Group and Individual World Class Certified and World Class Improvement CSA winners
Jaime Dixon
Erica Toatley
Major Group World Class Certified CSA winners
Minerva Robertson
Lapriel Williams
Shenita Johnson
Starlight Ervin
Malaysia Freeman
Deadres Woodruff
Lorie Payseur
Tamara Aine
Erin Jarrell
Mercedes Cox
Carmen Storey
Lindsey Anand
Kayla McConico
Major Group World Class Certified and World Class Improvement CSA winner
Bonnie Burnett
Major Group World Class Certified Supervisor winners
Jessica Cardenas
Cordella Dawkins
Medicare Advantage World Class Certified and World Class Improvement CSA winner
Brittany Howard
National Alliance World Class Certified CSA winner
Amber Laugheed
National Alliance World Class Improvement CSA winners
Crystal Madison
Lucero Paiva
Tyressa Ryals
Ineisha Burgess
Terri Timmons
Janavia Dennis
National Alliance World Class Certified and World Class Improvement CSA winner
Precious Carter
State Health Plan World Class Certified and World Class Improvement CSA winner
Julia Samuel
Congratulations to all the award winners and thank you to our customer service employees for all you do for the company and our members!
BlueChoice HealthPlan is an independent licensee of the Blue Cross Blue Shield Association.
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