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Mass Mutual Life Insurance Company - Ryan Vigil

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Mass Mutual Life Insurance Company, Springfield, MA
Company Description: Founded in 1851, Massachusetts Mutual Life Insurance Company (MassMutual) is an American mutual life insurance company serving 5 million clients. With headquarters in Springfield, Massachusetts, the company employs more than 7,000 in the United States, and a total of 10,614 internationally. MassMutual was ranked 76th in the Fortune 500 list (as of June 15, 2016).
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - Financial Services Industries

Nomination Title: Ryan Vigil - Back Office Service Professional

Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Ryan Vigil joined the MassMutual team in June of 2014 as a member of the Values and Disbursements team. Ryan quickly established himself as a dedicated employee with a desire to learn and grow. Before too long, Ryan became a sought after member of the team as someone who had a wealth of knowledge and understanding that rivaled some of the more tenured associates.

As Ryan continued to develop and hone his skills, he identified a training gap that was leading to escalations on the team. Though this was far above and beyond the expectations of his position, Ryan took it upon himself to provide training for all new associates in the department in addition to providing refresher training in order to gain consistency to more tenured associates.

With new hire training tackled, Ryan then looked to build out a cross training plan that would reduce key-person dependencies and expand the knowledge of the rest of the team. A few of the areas that Ryan identified that were struggling centered around 1035 Exchanges, Absolute Assignments and some other complex transactions. As part of the training preparations, Ryan created the training materials for the systematic processing of these basic transactions. One of the attendees of the training stated “The training you have provided me has been exceptional. Your training has provided me an opportunity to excel in my role and expand my knowledge of the business. You are patient and willing to explain things numerous ways until it makes sense.” One of the attendees of Ryan’s complex training stated “I had the pleasure of attending the Reduced Paid Up requested lapse training you facilitated and found the training to be well organized and the job aides helpful.”

The end result of Ryan’s training efforts was a reduction and stabilization of turn-around times in the area and a more nimble team able to provide service across multiple transaction types.

Over the course of the 2017, inventories have increased between 1,500 to 3,600 customer requests per month versus 2016 inventory. While these numbers have increased, the teams overall turnaround time has decreased by 3% year to date in 2017. With decreasing the monthly turnaround times, it has driven up the requests completed within turnaround time by 2%.

In addition to his regular responsibilities and his training duties, Ryan is regularly called on to handle highly sensitive issues because of his ability to maintain his calm and composure while seeing things through to resolution. His sense of urgency and attention to detail make him a reliable point of contact when the cases arise. Ryan received a compliment from one of our Service Ambassadors, who remarked “Thank you for dropping everything to assist me in offset and reissue of check to overnight to client due to escalation. I really appreciate it!”

In summary, Ryan’s willingness and ability to cross train has provided the team with more skill sets and the ability to service a wide variety of transactions to help other areas. A coworker provided his feedback stating “The training itself is good and extremely helpful. Processes are broken down nicely and made understandable to get a grasp of the process as a whole.” His ability to handle the complicated, escalated and sensitive cases allowed others to service more clients providing a more effective and efficient level of customer service to them.