; Blue Cross And Blue Shield Of Vermont Employee Liza Mountford Named Customer Service Representative Of The Year
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Press Release

Blue Cross And Blue Shield Of Vermont Employee Liza Mountford Named Customer Service Representative Of The Year

November 28, 2012

BERLIN – A Blue Cross and Blue Shield of Vermont (BCBSVT) customer service representative was named Customer Service Representative of the Year by a national quality review organization.

Liza Mountford received the award at the annual Service Quality Metrics (SQM) awards ceremony held recently. She was selected from a pool of over 200 customer service representatives from 450 leading call centers that had achieved a world-class standard for 75 percent of calls surveyed by SQM for six months or more in the October-September measurement period. SQM’s world class call criteria are based on the customer’s call being resolved, the customer is overall very satisfied (top box response) rating with their call center experience and the customer service representative.

“Providing outstanding member service is at the core of what we do every day -- I was just doing my job and am honored to have received this recognition,” Liza said. Liza’s nomination included an example of the great customer service she delivers on a daily basis.

Liza and fellow BCBSVT customer service representative Terry Lyn Kelty also won awards for most improved performance by achieving a 10 percent or greater annual world class metric improvement from the previous year. BCBSVT call center supervisors Chantal Parent and Jessica Pinkans were nominated for the national supervisor of the year award.

BCBSVT’s call center is located in Berlin, Vermont and handles over 250,000 calls a year. BCBSVT’s call center representatives demonstrate a solid commitment to creating positive member experiences and are ranked in the top 25 percent of the 450 leading call centers that SQM surveys.

About Blue Cross and Blue Shield of Vermont
Blue Cross and Blue Shield of Vermont is the state’s oldest and largest health insurer, providing coverage for over 180,000 Vermonters. It employs 340 Vermonters at its headquarters in Berlin and satellite office in South Burlington, and offers group and individual health plans. More information about Blue Cross and Blue Shield of Vermont is available on the Internet at www.bcbsvt.com. Blue Cross and Blue Shield of Vermont is an independent corporation operating under a license with the Blue Cross and Blue Shield Association, an association of independent Blue Cross and Blue Shield Plans.

The Blue Cross and Blue Shield Association is a national federation of 37 independent, community-based and locally-operated Blue Cross and Blue Shield companies that collectively provide healthcare coverage for more than 105 million members – one-in-three Americans.  For more information on the Blue Cross and Blue Shield Association and its member companies, please visit bcbs.com. We encourage you to connect with us on Facebook, check out our videos on YouTube, follow us on Twitter and check out The BCBS Blog, for up-to-date information about BCBSA.