The Customer Xperience (CX) recognition honors Palmetto GBA associates who consistently go above and beyond. Their customers and co-workers applaud their commitment to being ALL About Service.

Brittney Watkins – Customer Service Advocate III: JM Operations

“Providing good customer service to me is putting yourself in the caller's shoes.  If I was calling in to speak to a representative regarding a claim that I was not understanding, I would want the representative's full attention and patience for a resolution.  Another part of providing good customer service is the tone of your voice.  Speaking with an upbeat tone as though it sounds like you're smiling will tell the caller that you care and are happy to assist them.” — Brittney Watkins

Collin Movay – Elearning Designer/Developer: Support Operations

"To me, good customer service is about being proactively helpful, having clear and constructive communication, and providing a product or service that creates a connected experience, both for the client and the end-user. I strive to help out my fellow teammates and coworkers in any capacity because I value those relationships and believe that we can all work together to create a respectful and innovative environment for our creative ideas to flourish. Making sure my clients and customers are well taken care of is my utmost priority and I will always do my best to represent the mission and values this great company holds." — Collin Movay

Denise Dearing – Accountant III: Financial Operations

“Providing exceptional customer service is about being able to adapt to each customer's needs. I work with both internal and external customers that both require me to have a good understanding of the projects that are currently being worked on at Palmetto GBA. If either set of customers require answers on projects, I can research their questions to be able to provide an accurate response. This is usually due to each customer having very different requests for the type of information they need. Finally, you want your customers to feel like you are the person they can come to anytime they have questions because you are willing to go above and beyond your call of duty and take the time to provide them with the answers to their questions.” — Denise Dearing

Dianne Mancini – Lead Claims Processor: Shared Services

“Customer service is helping who we can when we can. It’s about providing information that broadens their knowledge and understanding, giving guidance, and resolving the issue/problem at hand. The elements that are most mission-critical to providing excellent customer service are the joy in helping others, teamwork, knowledge, research, attention to detail, and patience."  — Dianne Mancini 

Lou Overbey – Accountant IV: JM Operations

“Good customer service is fixing what is incorrect, answering the question asked and answering the next question that was not asked.” — Lou Overbey

Jennifer Williamson – Medical Reviewer III: RRB Operations

“I believe providing excellent customer service requires being an advocate for our customers, both internal and external.  This requires using all available resources and skills to ensure our customers have the best experience possible and their needs are adequately met.  That sometimes calls for a little extra effort, such as research or reaching out to other associates or departments, to reach a satisfactory outcome for all.  We are all customers, sometimes at the mercy of the effort of others, and I believe we should always give our best effort, just as we expect to receive the same.” — Jennifer Williamson

Paula Zappala – IT Senior Project Manager: Systems and Support

“To provide excellent customer service, I listen to what our customer is saying. Sometimes, what the customer is saying and/or requesting is not always what they are looking for. In my experience, this could lead to asking additional questions and may require engaging other individuals from other departments to fully answer the customer. I attempt to put myself in the customer's situation to hopefully better understand their point of view. We should treat people the way we expect to be treated and I attempt to do that each time I engage with a customer. Those of us who have the honor and privilege to represent Palmetto GBA via customer service, have one of the best opportunities to give the best impression of Palmetto GBA. That is my goal each time I engage with a customer.” — Paula Zappala