Sharon Muller Email & Phone Number

Horsham, PA

Acted as a primary inforce policy service resource for field offices by providing guidance, education and training on complex life products. Displayed extensive problem solving capabilities and developed solutions for clients and internal business partners by assessing client requests and coordinating with internal departments to ensure service delivery.

Managed a team of 3 team leaders and 45 associates that respond to over 200,000 phone calls and written requests annually from advisers and clients. This team provided critical interactions with a focus on providing an exceptional customer experience and delivering differentiating service. Drove process change to reduce costs and improve timeliness. Set.

Supervised 10 Life Services Representatives, monitored daily phone and processing schedules and made real-time resource decisions to ensure service level agreements were met. Collaborated with associates and leadership team to develop business processes and service standards: Continuously assessed, evaluated and refined performance measures to ensure.