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.