Meet the Customer Engagement Team

Stephanie Barton – Customer Engagement, Senior Manager

stephanie barton

As a former Senior Project Manager for BCBS of NC, Stephanie brings to the SSC project management experience as well as an extensive customer service management background.  She attended Mary Baldwin College where she studied Psychology.  Stephanie has two sons that like to keep her busy, but in her spare time, she enjoys shopping, traveling, and sports.

Emily Van Ness – Customer Engagement, Team Lead

Emily Van Ness

Emily Van Ness is originally from Botetourt County, but currently resides in Covington, VA with her daughter. She is a Veteran of the United States Air Force- “Aim High!” Having worked for the state since 2016, Emily is excited to step into a new role and be part of the VCCS. She is most looking forward to putting her 15 years of customer service and management experience to the test! Whenever there’s downtime, Emily loves to travel, wine and dine, and spend quality time with her family.

Whitney Blackburn

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As a Botetourt County native, Whitney came to the SSC from Western Virginia Water Authority.  She has over 10 years of customer service experience and an English degree from Hollins University. Whitney enjoys spending her free time with her hairless Chinese Crested, binge watching Netflix, and has an affinity for Chipotle.

Rebecca Ward

Rebecca Ward

Rebecca is a Roanoke Valley native.  She came to the SSC from the Western Virginia Water Authority.  Rebecca has over 7 years of customer service experience and enjoys helping people solve their problems. Rebecca has one awesome son and spends her free time reading, and watching Netflix.

Jason Taylor

jason taylor

Jason is a native of Roanoke. He has over 15 years of customer service experience from several companies in the online and retail sectors. He graduated from Roanoke College where he studied Political Science and International Relations. In his free time, Jason enjoys mountain biking, traveling and attending concerts.

Kasey Smith

kasey smith

Kasey is a Roanoke Valley native.  She was an Advertising Coordinator prior to joining the SSC.  She brings over 10 years of customer service experience to the Customer Engagement Team.  Kasey enjoys spending her free time planning weddings and adventuring with her husband, daughter and son.

Maty Fedor

Maty Fedor

Maty is a native of Botetourt County. She brings over six years of customer service to the team. She graduated from George Mason University with a degree in Public Administration. During her free time, she likes to spend time with her dogs and family.

Zach Carroll

Zach Carroll

Zach is originally from Clifton Forge, VA. He has over 8 years of customer service experience in luxury hotels. He is excited to put that to the test at the VCCS! In his free time, he enjoys hiking, traveling, and playing with his dog.

Michele Johnson - Content Manager

Michele Johnson 2

Michele brings 21 years of customer engagement and performance improvement experience to support the Shared Services Center. Beginning as a Call Center Representative in the banking industry, Michele’s career includes turns as a Business Analyst, Project Manager, and Script Consultant. In addition, she spent 11 years leading teams of call center representatives as well as training design, procedure development, and communications professionals. Michele’s favorite projects include developing a communication strategy that improved procedure and change implementation across multiple sites and service lines, saving $600,000 in annual operations cost through the use of “natural language” to streamline workflows, and creating emergency response communication templates to address events such as natural disasters, data security breaches, and government shut-downs. The same year that Cartoon Network launched, Michele graduated from Roanoke College where she earned her Bachelor’s in English with a Concentration in Written Communications.

Jill Harbison - Customer Engagement Partner

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Jill is a native of Roanoke who also lived for 10 years in Tidewater. She is a graduate of Radford University and has over 25 years of experience in communications, public relations, brand management, and marketing. She is also a certified LaMarsh Global Change Master. As a Customer Engagement Partner at the SSC, Jill works with our external customers and internal teams to help identify the root cause of issues and spearhead resolution and develop solutions as well as to gather voice of the customer feedback. Jill is a contributor to our Content Management project, which is documenting processes and procedures at the SSC to build consistency and a foundation for training and process improvements.

Kara Stewart - Web Designer

Kara Stewart

Kara is a Roanoke native with extensive experience in web design, marketing, and graphic design.  She came to the SSC in May 2018 after running her own marketing company.  She has also previously worked for several local businesses as Marketing Director.  Kara is a photographer in her spare time and enjoys spending time outdoors with her two dogs.


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