Maria Mercedes Reis
About Maria Mercedes Reis
Maria Mercedes Reis is the Life Call Center Interim Director, Operational Management at MassMutual in the United States.
Title: Life Call Center Interim Director
Maria Mercedes Reis is currently serving as the Life Call Center Interim Director, with a focus on operational management at MassMutual in the United States. In this role, she leads various initiatives to enhance service levels and frontline associate performance. She actively contributes to optimizing team efficiency and customer satisfaction.
Professional Experience at MassMutual
Maria Mercedes Reis has a long-standing career at MassMutual, marked by several key positions. She led the Life New Business 1035 Exchange & Delivery Team for seven years from 2011 to 2018 in Springfield, Massachusetts. Before that, she was an Annuity Case Manager for three years from 2008 to 2011. Her tenure at MassMutual began with a ten-year period in Variable Life Customer Service, starting in 1998.
Operational Management at MassMutual
In her position as Life Call Center Interim Director, Maria Mercedes Reis developed a resource to help monitor and ensure that Service Levels are met daily. Her involvement goes beyond monitoring; she actively uses coaching techniques to assist struggling customer service representatives, which has led to improved performance metrics and better call quality.
Leadership and Team Management
Maria Mercedes Reis oversees a team of twelve tenured customer service representatives, acting as a resource for newer team members. She evaluates call quality and implements strategies to address performance gaps. Additionally, she plays a vital role in enhancing the culture within the customer service leadership group, positively impacting the performance of front-line associates.