For Immediate Release: June 14, 2022
For more information contact:
Kelly Cannon
Kelly.Cannon@BlueKC.com
O: (816) 395-3711
KANSAS CITY, MO. (June 14, 2022)—In further recognition of its commitment to superior customer service, Blue Cross and Blue Shield of Kansas City was honored to receive awards from Service Quality Measurement (SQM), a survey vendor that benchmarks over 500 customer service centers across North America, recognizing organizations with outstanding customer and employee experience performance.
SQM’s 2021Contact Center Industry Customer Service Awards of Excellence are considered North America’s most prestigious and sought-after customer service industry awards. Since 1996, SQM has been a Customer Service First Call Resolution (FCR) Expert for measuring, benchmarking, tracking and improving FCR.
“At Blue KC, our priorities have always been to deliver world-class service to our members while providing a superb employee experience,” said Gratia Carver, Vice President and Chief Experience Officer. “It’s so gratifying to receive these recognitions from SQM. Our service team is often the first customer touchpoint, ensuring questions are answered and potential issues are resolved. Our team continues to go above and beyond.”
In total, Blue KC was recognized with the following Customer Experience Awards of Excellence from SQM:
- Call Center of the Year Finalist
- Criteria was based on having the highest combined customer FCR and employee overall very satisfied (top box response) rating.
- World Class Certified Call Center (Federal Employee Program)
- Based on voice-of-the-customer survey results, the World Class FCR Certificiation is awarded to contact centers nationwide based on 80 percent or more of customers having their issues resolved on the first call for at least three consecutive months.
- World Class Employee Experience Award
- Blue KC was recognized for having a majority of employees rate their overall experience of working in the contact center at the ‘very satisfied’ level.
Two Blue KC employees were recognized by SQM for their outstanding customer service:
- Stephanie Curtis, Customer Liaison: Customer Service Representative of the Year Finalist
- Amy Munger, Supervisor, Operations: Supervisor of the Year Finalist
Nine Blue KC Supervisors and ten Leads achieved World Class Certification status from SQM:
- Cynthia Aron
- Eric Ashby
- Aimee Brisco
- Gina Beaver
- Randalyn Campbell
- Kathy Cordonnier
- Tina Gasper
- Kim Grigsby
- Trish Mahurin
- Amy Munger
- Glenda Noel-Brown
- Renee Rinehart
- Tammy Roberts
- Michael Roberson
- Ilona Stout
- Shantenie Tyner
- Casandra White
- Kalila Williams
- LaToya Witherspoon
In addition, 70 Blue KC customer advocates were named World Class Certified Customer Advocates by SQM:
| Adrienne Aldridge | Alexandria Aubuchon | Ann Beninato | Nekeisha Buckley | Regina Canady |
| Lauria Comley | Keshauna Crawford | Karrie Cunning | Stephanie Curtis | Matthew Dean |
| Bailey Dryden | Candy Duncan | Shashona Durham | Wes Fuller | LaTonya Foster |
| Tara Friends | Lizbeth Gallardo | D’Nae Gardner | Dana Giles | Gretchen Gladden |
| Carla Hamilton | Vera Hancock | Rebecca Henderson | Jasamine Jones | Allie Koehler |
| Julie Kramer | Branden Lee | Carol Lewis | Regina Lewis | Erica Liggins |
| Jayren Logan | Breyanna Mack | Alexis Mahone | Kristy Milbourn | Mary Miller |
| Julie Morris | Janine Morgan | Karia Meyers | Michele Pannell | Lindsey Petrin |
| Dana Plowman | Rebecca Prather | Laura Puthoff | Raven Robinson | McKenna Rose |
| Tori Rose | Joel Romp | Evan Sadrakula | Edith Santiago | Angela Seals |
| Raichelle Shelton | Tracy Shifflett | Josalyn Shockley | Robert Smith | Trish Smith |
| Crystal Smith | Ryan Spears | Katherine Spiers | Gwendolyn Thomas | Suzanne Tobin |
| April Tomblinson | Valencia Tribitt | Dawn Uthe | Candi Vanhorn | Mira Vecchio |
| Cheena Wanamaker | Gloria Wheaton | Misti Wheeler | Takeisha White | Sharron Young |
Blue KC’s customer service and designated employees were recognized during SQM’s annual Gala Awards virtual presentation on May 19, 2022. View a recap of the ceremony HERE.
To learn more about Blue KC’s commitment to member satisfaction, please visit BlueKC.com/consumer/blue-kc/about.
About Blue Cross and Blue Shield of Kansas City
Blue Cross and Blue Shield of Kansas City, the largest not-for-profit health insurer in Missouri and the only not-for-profit commercial health insurer in Kansas City, has been part of the Kansas City community since 1938. Blue Cross and Blue Shield of Kansas City provides health coverage services to more than one million residents in the greater Kansas City area, including Johnson and Wyandotte counties in Kansas and 30 counties in Northwest Missouri. Our mission: to provide affordable access to healthcare and to improve the health of our members. Blue Cross and Blue Shield of Kansas City is an independent licensee of the Blue Cross and Blue Shield Association. For more information on the company, visit its website at BlueKC.com.
