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Jeff Desrochers - Queue Management / Help Desk Specialist (Bio)

United States

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.



Role of the Center:

Our contact center is an internal Information Technologies Help Desk that provides initial issue triage and technical information to MassMutual’s employees and close affiliates. Our end user base includes around 19,000 end users, including all of MassMutual’s internal employees, contracted offshore-housed support staff, field sales agents, and partner brokers. Our Help Desk contact center technicians perform a variety of duties in addition, including offering assistance to follow up on escalated triage tickets, monitoring and reporting major outages within our infrastructure and systems, and serving as liaisons between our end users and upper level support teams within MassMutual’s IT business group.


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