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Tammi Kraushaar - Director (Bio)

United States

RECENT AWARDS

Ranked #2 in the Region 2017

Ranked #2 in the World 2016

Ranked #1 in the Region 2016

Founded in 1851, MassMutual is a 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 every year 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.

 

We will be sharing our best practices which include
 

  1. Our noble mission
  2. Call to action
  3. Employee Engagement
  4. Power to change our world
  5. The feel good of work done well


 

Role of the Center:

We assist plan participants primarily through phone calls, but additionally through correspondence and e-mails. We assist from their original plan enrollment date through their final retirement date with signing up, increasing contributions, loan processing, distributions, and retirement estimates. Our contact representatives assist with financial transactions to re-balance portfolios, establish investment models, and exchanging investment options.


Matthew Welch - Director - Operations (Bio)

United States

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.



Role of the Center:

We are the largest centralized leasing and maintenance contact center for the Multi-family and Senior housing industry. Our well trained associates go the “extra mile” as a natural extension of our partner’s on-site teams to field prospect inquiries and resident maintenance requests by phone, chat or email. Our partners have let us know that in a head to head comparison with our competition, we capture more leads and qualified visits, resulting in more leases. We are also proud to be our partner’s “first responder” regarding both emergency and non-emergency maintenance issues. Our associates are professional, friendly, empathetic and reassuring as they support our leasing and maintenance solutions using innovative tools and continuously improving processes. We never miss an opportunity to deliver exceptional prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes!


Angelo Arezzi - Sr Director, Project Management and Workforce (Bio)

United States

RECENT AWARDS

Ranked #1 in the Region 2017

Center Size:650

CO-PRESENTER

Thomas Farrell - Senior Vice President, Customer Service (Speaker Bio)

Web.com Group, Inc. (Nasdaq: WEB) provides a full range of Internet services to small businesses to help them compete and succeed online. Web.com is owner of several global domain registrars and further meets the needs of small businesses anywhere along their lifecycle with affordable, subscription-based solutions including website design and management, search engine optimization, online marketing campaigns, local sales leads, social media, mobile products, eCommerce solutions, and call center services.

 

We will be sharing our best practices which include
 

  1. Singular focus on Quality and Customer Staisfaction
  2. Deliver Best in Class Core Metrics and Traditional KPI’s
  3. Insist on a Culture of Accountability and Ownership
  4. Nourish Employee Engagement, Career Pathing, and Fun
  5. Embrace Strong Project Management Skills and techniques


 

Role of the Center:

Our contact center is tasked with engaging our customers with regard to their online presence including their website, Facebook, and search engine rankings. We passionately support every small business with the goal of helping them understand the internet and how it can help their business grow and succeed.


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