Mutual life insurer that offers financial products and services including life insurance, annuities, mutual funds, disability income insurance, and bank products.
Managed Customer Service Associates (CSA's) who answer in-bound phone calls, oversaw each team member's productivity and quality, surveyed call volumes and resolved internal conflict with employees.
- Coalesced, streamlined, and synergized the processes and procedures for the newly formed company by coordinating and building logistical systems between the two main offices in different states
- Engineered logistics and budget for telecommuting venture between two locations, maintaining excellent customer service in transition and beyond
- Retained 87.5% existing telecommuters post-merger, ensuring consistent customer service and keeping turn-over low, boosting the bottom line