Emily Fair, Director of Customer Service at Blue Cross and Blue Shield of Vermont (BCBSVT) has been recognized for her Call Center leadership with the prestigious First Call Resolution (FCR) Champion of the Year Award. This award is judged by a panel at Service Quality Metrics (SQM) who reviews leaders from across 500 call centers across the US and world. Ms. Fair’s leadership and support has been instrumental in helping BCBSVT’s Customer Service team achieve the first place national ranking in 2014 among the 37 Blues Plans as well as achieving first quartile FCR results among all of 500 call centers SQM surveys both in the US and internationally. She is being recognized for her ability to translate strategic vision into tactics, having a deep understanding of the voice of the customer, supporting training and communication, and her personal passion for improving consumer experience Ms. Fair’s award will be presented at the SQM awards dinner in June. Ms. Fair has been with BCBSVT for 18 years and started her career as a Customer Service Representative.
Blue Cross and Blue Shield of Vermont is the state’s oldest and largest health insurer, providing coverage for more than 225,000 Vermonters. It employs about 400 Vermonters at its headquarters in Berlin and its Information and Wellness Center in South Burlington’s Blue Mall, and offers group and individual health plans to Vermonters.