David Hilburn Email & Phone Number

Phoenix, Arizona

Phoenix, Arizona Area

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.

Phoenix, Arizona Area

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.

Scottsdale, Arizona

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.

Education record

Culinary Arts, Culinary Arts/Chef