Michael Schwed, Cpfa® Email & Phone Number

Springfield, Massachusetts, Us

I offer total financial needs analysis, including access to trust services, through a network of experienced professionals with detailed knowledge in:Retirement income solutionsEstate strategiesEmployee benefit and retention servicesBusiness continuation strategiesMy goal is to provide families and business owners with assistance in building their financial freedom. I have the skills, knowledge and experience required to help meet my client’s established goals. My personal goal is to become a lifetime resource for each and every client.Whether your goals include preparing for milestone life events like retirement or college, protecting your family's future or you’re simply looking for life, disability income or long-term care insurance protection, I promise a new level of attention, insight and capability.

Hartford, Connecticut, Us

Hartford, Connecticut, Us

Hartford, Connecticut, Us

Hartford, Connecticut, Us

Hartford, Connecticut, Us

San Francisco, California, Us

Topeka, Kansas, Us

Boston, Ma, Us

Valley Village, Ca - California, Us

Answer Financial, Inc. is part of the Allstate Corporation (NYSE: ALL), the nation’s largest publicly held personal lines insurer. We are one of the largest agencies in the U.S., providing comparative shopping from more than 20 top-rated insurers across all 50 states to the individual consumer of Property and Casualty Insurance both online and via our licensed call center representatives. Oversee the day to day operations for both agencies, Insurance Answer Center and our non-standard brokerage, Right Answer, across our five domestic call center sites including an outsourced location, with direct responsibility for the compensation and reporting team, work force management group, outbound telemarketing unit, quality and audit, client services and licensing departments. Integral in new program roll outs, working with our business development department and our clients to design partner programs that yield revenue streams for both organizations. Chair of the Compensation Board and a member of both the Sales Center Operations and Professionalism Committees. Selected Achievements:- Launched the 24x7 service team and expanded sales center hours of operations to support our Customer Value Proposition initiatives.- Realigned the Quality Audit Forms for our sales agents, teaming up with our carrier relations department to utilize vendor feedback to improve both retention and quality and reduce customer complaints.- Upgraded the Verint Workforce Management software we launched in 2010. Rolled out flex scheduling by call center representatives to improve morale and decrease WFM interaction by using this new self service feature.

Valley Village, Ca - California, Us

Selected Achievements:- Launched the “Lite Servicing” team, introducing KPI’s (Customer Satisfaction, Quality Score, Average Handle Time, Cross Sell Percentage and Adherence to Schedule) and reducing service costs by more than $1M per year and improving customer retention.- Improved auditor process, increasing the throughput of the team by more than 30%, allowing us to expand auditing to other departments than sales and launch several special projects, such as our Viable Lead Auditing program to support the Account Management department without adding staff.- Built and managed our staffing model, partnering with Marketing, Finance and Recruiting to coordinate agent availability and lead delivery and forecast budgeting of sales center costs.- Added a Virtual Job Tryout to our recruiting process to predict agent success and conducted annual recalibrations, resulting in a 10 point reduction in annualized turnover.

Valley Village, Ca - California, Us

- Led Call Center Integration Team during acquisition of Capital One Insurance Services/InsLogic Corporation’s Tennessee facility.- Took our non-standard brokerage from concept to launch in November 2011 and grew from 10 agents in 4 states to 72 agents in 45 states in one year. - Developed and led our Agent At Home program, launching it with a team of 10 agents and growing it to more than 20% of our sales center workforce, allowing us to continue to grow while also reducing our real estate foot print in our CA office.- Created production lab setting for ongoing training of sales team, improving knowledge retention and application.- Optimized preview and power dialing capabilities of outbound team by linking agent availability to dialer for load balancing.- Automated corporate reports by working with business intelligence department to create a data warehouse, reducing call center reporting staff and providing agents direct access to an automated view of their monthly compensation bonus calculation every morning.

Valley Village, Ca - California, Us

- Launched call routing configuration by establishing licensing territories and overflow team, resulting in reduced abandon rates and consistently meeting service levels.- Established quality monitoring of agents with both voice and screen capture using virtual network computing technology resulting in improved scores on carrier quarterly assessments and reduced customer complaints.- Designed and administered the agent compensation plan to align agent and corporate goals.- Improved conversion on retail leads purchased, increasing agent utilization, while reducing the cost of acquisition per application, by establishing an outbound telemarketing unit.

Valley Village, Ca - California, Us

- Established standard scripting, improving compliance scoring and average sales per agent.- Maintained president’s club membership and consistently led our 80 person sales team in both quality and quantity.- Promoted after six months to team lead.

Mba, Business Administration And Management, General

Certificate, Financial Planning

Bs, Biology & Philosophy