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 was facilitated. Built and enhanced adviser and client relationships by developing creative solutions to product sales and implementation processes resulting in retention and growth opportunities. Developed and implemented custom case management service models for top advisers and field leaders to ensure specific requirements were met.

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 performance expectations and reinforced positive performance by recognizing and rewarding others which increased associate engagement.

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 continuous improvement. Utilized effective hiring strategies and interview techniques to hire 20+ new associates annually. Supported cross functional teams as a coach, mentor and facilitator for on-going training and skills assessment. Managed performance including counseling and assisting associates through the performance improvement process