As an Advisor Services Specialist, I act as the liaison between MassMutual Corporate and the individual firms (to include New Business Coordinators, General Agents, and Advisors). I work with these groups while developing positive relationships with key individuals in each firm. I also handle escalated and sensitive matters including complaints and exception requests to ensure that they are resolved quickly and by the appropriate resource. I provide technical guidance, information, and procedural advice to a variety of complex, customer service issues that require knowledge of financial products and transactions. I manage the business relationship with decision makers, including enlisting assistance from appropriate MassMutual resources. I work with career agencies to establish a standard and efficient end to end new business process. In addition, I maintain phone contact, research and respond with appropriate action, and prepare and/or explain complex situations as appropriate. I also work to identify reasons for NIGO business and work with firms to resolve via root cause analysis. I identify areas of opportunity within our internal business model as well as ways to better support Sales & Distribution (internal sales desk, external wholesalers, RVPs, firm leaders, Gas, MPs, NBCs and other firm staff) as we grow our business.  I have been involved with the MetLife acquisition, one of the largest scale mergers in the insurance world.  During this time, I have helped agents get acclimated to new business practices and systems, ensuring a seamless transition from one brand to another.

As a Team Leader for Morgan Stanley I was responsible for managing a group of call center associates.  I focused on their individual growth and development to help them meet and exceed client expectations.  I did this through one on one coaching sessions, reviewing calls for quality assurance, live monitoring of calls, and team meetings to discuss wide spread areas of opportunity.  I provided motivation, recognition, and support by maintaining a presence on the call center floor.  I was also responsible for managing their time cards and ensuring appropriate documentation is completed for any corrective actions that need to be delivered.  As a Team Leader, I was able to develop an associate and prepare her to move into the role of Team Leader.  I consistently improved quality scores month over month through my coaching and development sessions. I handled the site’s agent engagement for motivation, activities and acknowledgment. I also handled the line of communication with our overseas Quality department and Work Force Management tasks for agent scheduling.

As a level 1 technical troubleshooting representative I was able to assist customers in developing websites, troubleshoot server issues, and troubleshoot email issues.  I was also able to assist small business owners in increasing their web presence by optimizing their website for maximum traffic.  I was consistently in the top tier of sales performers and maintained a high percentage of first call resolution.

As a Team Leader for U.S. Cellular I was responsible for managing a group of call center associates.  In this role I managed the overall team’s performance as well as individual agent performance.  I reviewed client metrics and expectations with agents and developed improvement and maintenance plans with them on a monthly basis.  I also listened to calls to ensure they were following our quality guidelines and delivering superior customer service and provided prompt feedback on areas of strength and areas of opportunity. I have helped launch two U.S. Cellular program including first bill and welcome call. I received the Elite Pace Setter Award (best of the best) for the first quarter of 2009 and the CORE Values award in the first and second quarters of 2009.