Serve Magazine from Concordia Plan Services Winter 2017 | Page 16

Behind the Scenes
Customer Care
When you’re communicating with someone via the
phone or email whom you’ve never met in person,
do you ever wonder what they look like or who they
really are?
The Customer Care Team at Concordia Plan Services
speaks with numerous members every week, answer-
ing their questions and supporting their needs. In
some cases, the team has come to know some of our
members very well.
For example, take team representative Jeanell Grandberry. She built such a rapport with a member that when
the member came to St. Louis, she and her husband made it a point to visit Jeanell! Their friendship began
with one phone call about a health benefit question.
So here’s your chance to get to know your Customer Care Team a little better.
Karen Gonzalez Jeanell Grandberry Jennifer Hunt
Karen has been with CPS for
31 years, and she enjoys interacting
with our members and employ-
ers. When she’s not managing the
Customer Care Team, she and her
husband enjoy taking road trips and
cooking for their large family (five
grown children and eight grandchil-
dren). Her family has dubbed her the
“Pioneer Woman” because she loves
to cook! And one last thing — she
speaks fluent Spanish. On top of being a mother of two and
a grandmother of two, Jeanell is a
surrogate mother and grandmother to
many! She is very active in her commu-
nity and her church, where most of her
time is spent working with the youth
group. When she’s not volunteering,
Jeanell uses her time crafting, such as
making deco mesh wreaths and other
items for friends, family members and
her church. Jeanell has been with CPS
for 17 years. Jennifer has three fur babies that she
adores: Maggie Moo (a French bulldog)
and Allie and Chico (both cats). When
she’s not spending time with them and
her husband of 12 years, she’s hang-
ing out with her nephews and nieces.
Jennifer enjoys spending time catching
a movie at the theater and reading. Her
favorite movie? “Gone With the Wind.”
Her favorite book series? “The Hunger
Games.” Jennifer has been with CPS for
15 years.
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