Aliyah Marrow

Atlas Pilot Participant – Feb–Apr 2025

Collaborated on the early adoption and testing of the Atlas system to improve operational accuracy and efficiency; provided feedback for cross-functional optimization.

Atlas Subject Matter Expert (SME) – April 22 & 23, 2025

Acted as a knowledge resource for Atlas processes; supported escalated case handling by advising peers and leadership on best practices and system capabilities.

OMS PL Fast Refi Implementation – Mar 21, 2025

Contributed to the launch of the Fast Refi process in the OMS product line, ensuring smooth customer experience and escalation readiness.

Side-by-Side with Leadership – Apr 28, 2025

Senior leaders shadowed me during several calls to gather insights into day-to-day operations and client communications.

Focus Group Member – SOP & Process Improvements

Participated in targeted focus groups aimed at refining Standard Operating Procedures (SOPs) to reduce escalations and improve turnaround time.

Ramp-Up Mentor – May 1, 2025

Served as a ramp-up mentor for new hires transitioning out of nesting, providing targeted support to accelerate their development. Conducted call reviews and delivered actionable feedback to enhance customer interactions, drive metric improvement, and reinforce best practices

Invest Program Training – May 12, 2025

Completed specialized training to improve client interactions and investment-related issue resolution, strengthening ability to manage complex accounts.

Control Testing Project - July-Aug 2025

Contributed to a control testing initiative involving detailed research of member accounts, working from structured lists to ensure comprehensive coverage. Demonstrated strong performance as a self-starter with minimal supervision, consistently adhering to provided scripts and procedures to execute testing accurately and efficiently. Applied data analysis skills to identify trends, ensure compliance, and support reporting needs.

• Safeguarded sensitive information through proper handling of confidential correspondence according to company policies.
• Maintained a well-organized mailroom, ensuring easy access to materials and efficient workflow for staff members.
• Updated and maintained mailing lists and customer records.
• Skilled at working independently and collaboratively in a team environment.
• Processed and organized incoming mail for distribution to appropriate departments.

• Reduced mail delivery errors by carefully verifying recipient addresses and ensuring accurate routing.
• Assisted in training new employees on company procedures, equipment usage, and safety guidelines for improved performance.
• Operated mail processing equipment proficiently, minimizing downtime due to malfunctions or user error.
• Demonstrated adaptability by quickly learning new technologies and processes introduced into daily operations for increased effectiveness.
• Safeguarded sensitive information by adhering to strict confidentiality protocols when handling personal correspondence.
• Provided excellent customer service while assisting walk-in clients with mailing needs and addressing their concerns professionally.

• Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• Enhanced customer satisfaction with timely and accurate invoice generation.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.