Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
Generic

Matthew Stanton

Westfield,MA

Summary

Experienced Director of Customer Care Center with a track record of driving results and improving operations. Expert in leading teams through change.

Overview

17
17
years of professional experience

Work History

Sr. Operation Director

MassMutual Life Insurance Co.
Springfield, MA
07.2022 - Current
  • Leads a remote customer care team specializing in the Pension Risk Transfer business.
  • Mentors and coaches employees, drives continuous improvement, works on initiatives for efficiencies, ensures the best service for customers, and handles escalations.
  • Lead several business initiatives to improve customer service and interaction times.
  • Worked with an outside non-profit organization to staff our customer care center.
  • Represents our customer care team during the bid process for potential new clients.

Call Center Director

MassMutual Life Insurance Company
Enfield, CT
03.2016 - 07.2022
  • Lead a cross-site and cross-functional team specializing in retirement plans, defined benefits, and pension risk transfer.
  • Lead team through several organizational changes, including a business merger.
  • Lead call center-wide problem-solving team.
  • Did presentations with potential 401k clients to speak about the call center operations.
  • Series 26 licensed
  • I was the first director in the department to have a cross-site team, including presenting the business case to senior leaders.

Team Specialist

MassMutual Life Insurance Co.
Enfield, CT
01.2013 - 03.2016
  • Coached call representatives, facilitated weekly stand-ups, covered the First Call Resolution Line, assisted in new hire training, led daily team huddles, and created job aids.
  • Helped lead the team through a business from The Hartford to MassMutual.
  • Series 6 Licensed

Senior Service Specialist/ Service Consultant

The Hartford
Windsor, CT
03.2010 - 12.2012
  • Member of the Learning Exchange, helped with processing and product questions, organized monthly stand-ups, trained representatives, and logged IT tickets.
  • Help lead team through a period of uncertainty as the business was being sold.

Customer Service Specialist

The Hartford
Windsor, CT
06.2007 - 04.2010
  • Provided customer service for group retirement plans, made financial transactions, won DALBAR award, and coached new hires.
  • Series 6 Licensed

Education

Bachelors of Science, Business Management -

Springfield College
Springfield, MA
05.2007

Skills

  • Business Planning
  • Staff Development
  • Business Development
  • Budget Control
  • Operations Management

Volunteer Experience

USASA Southern New England Series 01/2015-Current, Help run freestyle snowboard and ski events across Massachusetts and Connecticut., Ensuring a fun and safe competition environment. A level certified freestyle ski and snowboard judged. Certified in First Aid, CPR, and Concussion Protocol. 

Westfield FC Soccer 9/2022-Current, Head Coach of youth boys' soccer team. Certified Coach through USA Soccer.

Timeline

Sr. Operation Director

MassMutual Life Insurance Co.
07.2022 - Current

Call Center Director

MassMutual Life Insurance Company
03.2016 - 07.2022

Team Specialist

MassMutual Life Insurance Co.
01.2013 - 03.2016

Senior Service Specialist/ Service Consultant

The Hartford
03.2010 - 12.2012

Customer Service Specialist

The Hartford
06.2007 - 04.2010

Bachelors of Science, Business Management -

Springfield College

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Matthew Stanton