2. Award Winning Customer Service
Highest Level of Achievement in Quality and
Accuracy
Customer Satisfaction
3. “I received a voice mail from Nikki, who is a union rep with xxx. She wanted to let me know
that Judy was “exceptional” for them in the service she provided. There was an urgent issue with a
member’s prescription which Judy resolved and Nikki indicated that “she went way above and
beyond to help them out”…(Linda Lemoine, Operations Manager, Anthem Blue Cross and Blue
Shield…06/18/2004).
· “Sue, Judith Heisler spells: TEAM WORK…I was having difficulties trying to pull a EOB for
a Broker. Needless to say I was not getting anywhere. Judith volunteered to assist me, found the
claims I was searching for. The process did take some time, and research. I wanted to say Thank
You, Judith. (Cyndi Pettis, Team Supervisor, Anthem Blue Cross and Blue Shield…11/23/2004).
· I work in the Special Inquiries Unit and needed Judith’s assistance involving a case that went
to the Ohio Department of Insurance. I am under a tight deadline and really appreciated the fact that
Judith called me, explained the situation, and faxed all of the information to me. I’d just like to
commend her.” (Audrey Carr, Special Inquiries Unit, Anthem Blue Cross and Blue
Shield…07/10/2000)
· “Judy, Thanks for the appreciated assistance you provided to Audrey. Sometimes we take our
internal customers for granted. I am proud that you gave the same effort to Audrey that you extend
to the external customers you serve. (Kay Marder, Manager, Anthem Blue Cross and Blue
Shield//Paragon Health System…07/11/2000).
· “Customer Compliment: SID# xxxxxxxxx, FACETS xxx 15:16:22.230 Intake…”Mrs. Xxx
says “thank you for all your help, you have been a true gem”. (ljm)
Internal and External Customer Satisfaction
If we do not satisfy our
Customer, someone else will.
4. Top Five Agents Award (2007), Fifth Third Bank Corporation
Customer Service Award (July 1, 2004), Linda Lemoine,
Manager, Anthem BCBS
Customer Service Award (November 24, 2004), Diana
Condon, Manager, Anthem BCBS
Customer Service Award (January 16, 2001), Cindy Butler,
Manager, Anthem BCBS
Customer Service Award (April 8, 1998), Michael Johnson,
Manager, Paragon Health System
Customer Service Award (November 24, 1997), Michael
Johnson, Manager, Paragon Health System
The above listed Scores and Awards are inclusive, however, not exclusive to the
many awards and recognitions received.
Customer Service Awards
The Customer is Your Business
5. Perfect Score in MAGIC (May 17, 2002), Anthem BCBS
Perfect Score in MAGIC (May 17, 2002), Anthem BCBS
Perfect Score in MAGIC (May 17, 2002), Anthem BCBS
Perfect Score in MAGIC (May 9, 2002), Cindy Butler, Manager, Anthem BCBS
Perfect Score in MAGIC (July 14, xxxx), Anthem BCBS
Perfect Score in MAGIC (July 14, xxxx), Anthem BCBS
Perfect Score in MAGIC (July 14, xxxx), Anthem BCBS
Perfect Score in MAGIC (August, xxxx), Anthem BCBS
Perfect Score in MAGIC (April 19, 2002), Cindy Butler, Manager, Anthem BCBS
Perfect Score in MAGIC (March 27, 2002), Cindy Butler, Manager, Anthem BCBS
Perfect Score in MAGIC (August 15, 2000), Paragon Health System
Perfect Score in MAGIC (August 15, 2000), Paragon Health System
Perfect Score in MAGIC (August 15, 2000), Paragon Health System
Perfect Score in Magic (November 29, 1999), Paragon Health System
Perfect Score in MAGIC (October 22, 1999), Paragon Health System
Perfect Score in MAGIC (November 3, 1999) Paragon Health System
Perfect Score in MAGIC (November 3, 1999) Paragon Health System
Perfect Score in MAGIC (October 13, xxxx), Paragon Health System
The above listed Scores and Awards are inclusive, however, not exclusive to the
Many Awards and Recognitions received.
Communications Awards
Listen, Determine, and Resolve
6. Consistently Scored 100% on Internal and External Audits
for Quality and Accuracy during career with Anthem Blue
Cross and Blue Shield/Paragon Health System.
7. WORKER’S COMPENSATION CERTIFICATES
Professional Rehab: The Way Back to Work (DAYVOCRH301)
Preventing Upper-Extremity Injuries (DAYPREVN370)
Putting the Brakes on Employer Fraud (DAYPUTBR304)
Effective Claims Management for Employers (DAYEFFEC991)
PROFESSIONAL DEVELOPMENT AND TRAINING
The Leader in Each of Us (March 20, 2003), Anthem BCBS
Handling Emotions Under Pressure (July 24, 2002), Anthem BCBS
Institutional/Home Health Care University II (November 4-8, 1996),
Procter and Gamble Company
Facets Customer Service Adjustments Training (August 24, 2004 –
September 2, 2004), Anthem BCBS
Provider Inquiry Benefits and Eligibility Training (Fall 1997), Paragon
Health System
Blue Product Training (August 6, 2001), Anthem BCBS
A.D. Banker Life and Health
A.D. Banker Property and Casualty
AIMS Customer Service Training (August 8, 2001), Anthem BCBS
MAGIC Training (September 18, 1998), Paragon Health System
Health Promotion and Disease Management…with a Score of 100% (July
16, 2004), Anthem BCBS
QI Member Services Training (October 21, 2004), Anthem BCBS
HIPPA Certification and Training, Anthem BCBS
Professional Certifications and Achievements
Yearn to Learn – Embrace Change
8. Parent/Teacher Educational Series - Creative Problem
Solving (April 16, 2002), Human Services Council of Butler
County, Inc.
Second Annual Safe Kids Strong Families Conference
(September 27-29, 2001), Human Services Council of Butler
County, Inc.
The First Annual Safe Kids Strong Families Conference
(September 18-21, 2000), Butler County Board of
Commissioners
The above listed Certificates and Achievements are
inclusive, however, not
exclusive to the many Professional Development Certifications and
Achievement Recognitions that have been received.
Additional Training and Development
Making a Difference
9. Anthem Blue Cross and Blue Shield’s Health Care Days at King’s
Island
Taste of Cincinnati: Anthem Blue Cross and Blue Shield’s Health
Care Promotions
Kid’s Expo (Cincinnati Convention Center): Diabetes and Asthma
Health Care Management
March of Dimes
United Way Fund Raising Committee
Fine Arts Fund Raising Committee
Professional Volunteer Services
Reach Out – Expand Your Horizons
10. Boy Scouts of America, Den Leader (Dan Beard Council)
Inter-Faith Hospitality Network (IHN)
Sunday School Teacher
Vacation Bible School Leader
Church Youth Music Ministry Committee Member
Cincinnati Heart Mini-Marathon
Lakota East High School Marching Band Parent Volunteer
Community Service
Giving Back and Enriching your
Schools and Neighborhoods
