SPRINGFIELD, Mass., Aug. 30, 2012 /PRNewswire/ -- Massachusetts Mutual Life Insurance Company (MassMutual) was awarded medals in four separate categories by ContactCenterWorld, recognizing its company-wide service center and its investment services call center in two categories, as well as an individual customer service agent and two operations managers. The awards were announced June 21 at Contact Center World's 2012 Top Ranking Performers Americas Conference in Orlando, Fla.
Out of more than 1,500 applicants, MassMutual and its representatives were recognized as exceptional in the following areas:
- Receiving a gold medal, customer service representative (CSR) Benjamin Reardon was ranked number one in the Americas for his work in the United States Insurance Group's (USIG) customer service center. Mr. Reardon has been a CSR with MassMutual for two years and is humble regarding the recognition, saying' "I'm just a product of my environment. I can't do what I do every single day without strong support from the company and my team."
- Also receiving a gold medal, Samantha Panto was recognized as the top operational manager in her field. Ms. Panto, who is a director for the company's call center for MML Investors Services (MMLIS), LLC—a MassMutual subsidiary broker-dealer—learned the ins-and-outs of the business beginning five and a half years ago as a CSR on the team she now leads. She said of the award, "This recognition of my team's accomplishments helps build pride in what we do and reinforces the critical role we play in the larger service organization."
- From MassMutual's USIG service center, Swhana Bagley, director, received a silver medal, ranked number two in the Americas for best contact center operational manager. Ms. Bagley, who has been with MassMutual for 14 years, started as a customer service representative in one of the company's call centers in 2003. Now, she manages 28 across three service teams and says, "There's nothing like talking to a customer and giving them something that they didn't have when they called," whether that is knowledge, reassurance or even peace of mind.
- All three of MassMutual's customer service groups—MML Investors Services, LLC; the Retirement Services division and the USIG—were recognized for achievement of excellence in customer service with a silver medal. The company's combined call centers also achieved a bronze medal for overall operations, ranking number three in the America's for best large, in-house Contact Center.
"We certainly are pleased with this ContactCenterWorld recognition for our service centers, but we can't sit back and rest on our laurels," said Todd Lee, Chief Customer Experience Officer for MassMutual's USIG. "There is one question that we need to continually ask, every day: are we making it easy for our customers to do business with us on their terms? We never want to lose sight of our goal to consider the customer experience as a whole, something explicitly designed, implemented and measured consistently across all businesses and all functions."
"One factor that differentiates MassMutual is our people," said Elaine Sarsynski, executive vice president of MassMutual's Retirement Services Division and chairman and chief executive officer of MassMutual International LLC. "While much has changed at MassMutual over our 161-year history, at least one thing has not: we have created an environment where exceeding customer expectations is a priority."
Gold-medal recipient Benjamin Reardon summed up the recognition, "The gold medal recognition goes beyond just my work, but lets consumers know that CSRs in MassMutual's service centers are people who actually care, people who will go above-and-beyond, to dive down deep into each request and anticipate all of your needs."
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Founded in 1851, MassMutual is a leading mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders consistently since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term.
MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives. MassMutual is headquartered in Springfield, Massachusetts and its major affiliates include: Babson Capital Management LLC; Baring Asset Management Limited; Cornerstone Real Estate Advisers LLC; The First Mercantile Trust Company; MassMutual International LLC; MML Investors Services, LLC, Member FINRA and SIPC; OppenheimerFunds, Inc.; and The MassMutual Trust Company, FSB.