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When Jakita Willis answered customer service calls from BlueCross members in her first role at the company in 2013, one thought was always top of mind.

“Not everyone understands insurance the way we do,” Jakita says. “But I can be the reason that someone understands it better.”

When she moved to the company’s enterprise information technology division in 2015, she had a similar outlook for assisting the company’s employees with their computer questions as part of the division’s service desk team. Not everyone understands technology like someone who works in it every day, she says.

“The experience that a member or a fellow employee gets after I’ve helped them means everything to me,” Jakita says.

Leaning into technology as a teen

Jakita’s love of technology started in her teens. While taking computer classes at school, she jumped at the chance to install new equipment on the family computer.

“I was inquisitive,” Jakita says. “I took the computer apart and reassembled it.” 

After high school graduation, she worked in hotel customer service, then for a corporate incentive company, and then as a technology help desk technician for a manufacturing company. She learned important computer support skills and discovered the reward in serving others through her work.

“I loved keeping employees up and running by answering questions about their computers,” Jakita says.

That enthusiasm, coupled with her time assisting BlueCross members as part of the customer service team, shaped her role on the BlueCross help desk from the start.

“Our members are everything,” Jakita says. “I tried to put myself in their shoes. I’ve always strived to do the same for our employees.”

Coaching, mentoring and leading

Since joining the service desk team, Jakita has taken on leadership roles. The first was service desk analyst, training new employees and making sure team members had resources and support.

“I enjoyed the coaching and mentoring aspect of that,” she says.

She’s since been promoted to IT operations team leader with responsibility for reviewing service desk calls and chats for quality assurance. She frequently seeks input from team members who respond to them. And she guides them with a crucial takeaway she’s learned over the years — communicate in a way that shows understanding.

“Every contact with the service desk is an opportunity to see if we can make the experience with us an even better one,” Jakita says.

The big picture view

Jakita challenges her team to view every query, whether routine or complex, through the lens of helping BlueCross support its mission.

“For our employees to serve members, customers and health care providers, they must be able to use their computers and our platforms efficiently,” Jakita says.

There are always new capabilities and technologies to learn and impart to employees. She’s grateful for the learning and growth opportunities that brings.

“Our enterprise information technology division has a powerful story and a critical role in keeping the company running behind the scenes,” she says.

Amongst the many questions they answer, Jakita treasures “full circle” moments when there are opportunities to assist a customer service employee in answering a member’s technology question, like using a tool on a BlueCross website.

“When I see a need addressed quickly and professionally, and the person feels heard and supported, that’s incredibly rewarding,” Jakita says.

It’s equally fulfilling to see her team grow in their roles and desire to serve their fellow employees.

“Seeing someone gain confidence, improving their skills, or taking on new responsibilities because of the guidance and support I’ve provided is a great feeling,” Jakita says.

Family connection

Jakita’s interactions with employees across the company creates a camaraderie that feels like family to her. Having a sibling who works at BlueCross makes that connection even stronger.

She and her sister, Renata Allison, joined BlueCross in 2013. Today, they work in different departments in information technology.

“Having my sister also working at BlueCross has been great,” Jakita says.

Jakita worked from the company’s headquarters in Chattanooga until moving to Alabama and working remotely a few years ago.

Away from work, Jakita volunteers at her daughter’s school and attends every basketball, track and cheerleading event. They also enjoy traveling together.

“I got to experience the first SEC game with my daughter last year,” she says. “We saw Ole Miss play Oklahoma, and that was so much fun.”

Jakita is pursuing a degree in interdisciplinary studies with minors in computer systems and management to enhance her technical and leadership skills. She’s appreciative of the company’s tuition reimbursement program that helps her achieve that goal.

“Pursuing this degree reflects what my team hears me say often, ‘Always look for opportunities to grow your career   and develop personally.’ And that growth helps me to keep looking for ways to serve our members and our employees better every day.”