Marylou Marino

Spearheaded onboarding initiatives for new clients and product implementations across the US and international divisions.

• Directed cross-functional teams in operations, compliance, legal, and investments to ensure successful project execution.

• Ensured adherence to laws, regulations, and organizational policies throughout all project phases.
• Hired, trained, and mentored staff to drive productivity improvements.
• Reviewed customer onboarding documents for accuracy and completeness.
• Developed and implemented client onboarding processes.
• Adhered to KYC standards when onboarding new clients.

• Cultivated and managed client relationships to enhance service satisfaction.
• Oversaw five senior customer service representatives handling 35 to 40 clients each.
• Collaborated with cross-functional teams on client service initiative projects.
• Directed enterprise customer support team, utilizing data analytics for performance improvement.
• Facilitated resolution of complex customer issues through targeted solutions.
• Established positive rapport among customers, managers, and team members to foster a successful environment.

• Escalated complex customer inquiries to supervisors for efficient resolution.
• Provided exceptional service by promptly addressing client inquiries and concerns.
• Cultivated and maintained relationships with clients to enhance satisfaction.
• Delivered high-quality service to sustain and expand future business opportunities.
• Collaborated with operational teams to ensure effective resolution of service issues.
• Supported sales team initiatives to drive growth and development.
• Coordinated with internal teams to guarantee timely delivery of solutions aligned with client needs.
• Mentored junior team members while managing employee relationships.