Summary
Overview
Work History
Skills
Timeline
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Erin Witherspoon

Springfield,MA

Summary

Dynamic A360 Support Consultant at MassMutual with expertise in CRM system oversight and client relations. Proven track record in strategic decision-making and operational management, enhancing support processes and resolving complex issues. Adept at data analysis and fostering collaborative team engagement, driving impactful improvements in customer service and vendor management.

Overview

18
18
years of professional experience

Work History

A360 Support Consultant

MassMutual - A360 Operations
12.2019 - Current
  • Delivered exceptional customer support to firm's dedicated teams on A360-related queries and issues.
  • Resolved disputes to ensure seamless interactions among CRM, business and vendors.
  • Possessed comprehensive knowledge of the business, recognizing its impact on associated entities.
  • Promptly assisting users with common issues and questions through our dedicated phone line, Microsoft Teams channel, and email interaction.
  • Identified necessary resources for business and IT support.
  • Assessed and addressed difficulties within user access systems.
  • Logged interaction details, internal communications, and status updates using tracking systems.
  • Maintained positive working relationship with fellow staff and management.
  • Developed procedures and processes to improve the overall customer experience.
  • Resolved complex and escalated support issues.
  • Highlighted critical improvement opportunities to guide necessary changes.
  • Tested new technologies prior to release in order to ensure optimal user experience.
  • Collected, analyzed and reported on data for use in operational planning.
  • Created detailed documentation for customer inquiries and troubleshooting steps.
  • Reported concerns and recommendations from clients and employees to senior management.
  • Resolved escalated tickets in a timely manner while keeping customers informed of progress.
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
  • Investigated customer complaints regarding product functionality, compatibility, and reliability.
  • Maintained up-to-date knowledge of hardware, software, and network configurations.
  • Trained new team members on support protocols and best practices.
  • Provided feedback from customers that could be used for product development or marketing strategies.
  • Provided ongoing training to maintain productivity and effectiveness of staff.
  • Ensured all customer inquiries were handled according to established policies and procedures.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Facilitated communication between customers and relevant departments when necessary.
  • Fostered positive and inclusive team culture for support staff.
  • Collaborated with other departments to provide comprehensive solutions to customers' problems.

Human Resources Consultant, Health and Welfare Benefits

MassMutual - Human Resources
10.2010 - 12.2019
  • Acted as liaison for Home Office staff, field agents, and MassMutual retirees during Annual Benefits Enrollment.
  • Implemented comprehensive high-deductible plan alongside a partnered health savings account.
  • Introduced effective methods to improve team awareness.
  • Handled phone inquiries related to benefits efficiently.
  • Analyzed and selected life insurance options for efficient coverage.
  • Addressed vendor-related problems involving CIGNA, Express Scripts, EyeMed, COBRA (Benefit Concept Inc.), JP Morgan Chase, Unicare and Ayco Financial.
  • Managed tasks for domestic partnership and HIRD documentation.
  • Monitored paperwork accuracy and consistency for enrollment tracking.
  • Added status changes manually for qualified events according to IRS regulations.
  • Processed documents through Field Net, SharePoint, FileNet and Outlook.
  • Conferred with management to develop or implement personnel policies or procedures.
  • Interpreted and explained human resources policies, procedures or regulations.
  • Scheduled or conducted new employee orientations.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Completed day-to-day duties accurately and efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Regional Human Resources Manager

SIMPLY SELF STORAGE
Orlando, USA
12.2006 - 04.2010
  • Supervised and led the field personnel department comprising 110-120 employees across eight states in the Northeast Region.
  • Handled employee concerns and facilitated HR-related inquiries to ensure compliance with policies.
  • Aided in sustaining workforce through targeted recruitment efforts for regional managers.
  • Conducted training for District Managers on the hiring process.
  • Ensured compliance with state and government regulations through accurate records maintenance.
  • Collaborated with Executive Management to create Policy and Procedures.
  • Guided development and execution of company policies with senior management to ensure consistent employee relations.
  • Spearheaded annual Open Enrollment process in the Northeast Region.
  • Address employee relations issues promptly.
  • Developed actionable solutions for management.
  • Facilitated instructional programs for District Managers to enhance handling of employee matters.

Skills

  • Vendor management
  • CRM System Oversight
  • Strategic Decision Making
  • Skill Development
  • Collaborative Team Engagement
  • Understanding of Technical Support
  • Client Relations Expertise
  • Change Process Optimization
  • Organizational Policy Education
  • Quality Process Optimization
  • Operational Management Skills
  • Data analysis
  • System Evaluation
  • Process Support Expertise
  • Regulatory Adherence
  • Effective Work Organization

Timeline

A360 Support Consultant

MassMutual - A360 Operations
12.2019 - Current

Human Resources Consultant, Health and Welfare Benefits

MassMutual - Human Resources
10.2010 - 12.2019

Regional Human Resources Manager

SIMPLY SELF STORAGE
12.2006 - 04.2010

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Erin Witherspoon