Craig Markarian Email & Phone Number

Boston, MA, US

Braintree, MA

• Provided direction for annuity related projects, new product design, and research, while serving as an annuities product expert for all product questions that arose from various business units.
• Guided all aspects of the product development process to meet the needs of the target markets and distribution channels.
• Monitored 120 existing products to identify risks, develop mitigation strategies, and close unprofitable products.

• Established new product exception process, which resulted in expedited turnaround time on over 1,000 escalated exception requests.
• Presented monthly wholesaler data to sales management to uncover trends and training opportunities for sales desk.
• Represented department on various projects aimed at meeting the needs of distribution, while improving the customer experience.

• Provided expert consultation to wholesalers and sales management for more than 110 products.
• Conducted training and supported launches of new products, features, and enhancements, which increased the knowledge and efficiency for 105 wholesalers.
• Resolved hundreds of product exception requests received through sales desk and customer service, which led to improved customer satisfaction and company profitability.

• Provided on-site support for sales desk of 80 internal wholesalers, which increased sales desk productivity.
• Resolved escalated and complex service issues reported through the sales desk.
• Tracked and analyzed service and operational errors to streamline company costs and improve customer satisfaction.

• Ensured timely and accurate completion of new annuity policies, resulting in hundreds of new customer contracts.
• Trained class of new hires and cross-trained management of other departments to increase employee knowledge of product details and business systems.
• Coordinated unit workflow by prioritizing and delegating tasks to ensure department-wide efficiency.