Marianne Saad

Provides leadership and supervises employees in the Customer Service Support Center.

● Identifies end-user and systematic problems and recommends solutions.

● Works with other Customer Service supervisors to identify areas of service improvements and to implement solutions, including review and audits of Customer Service transactions, staff interactions with customers, and review of customer survey responses.

● Develops programs that improve the overall quality of the customer’s experience when interacting with Customer Service staff.

● Serves as the liaison between the Customer Service Department and technology support groups to coordinate and support the completion of quality assurance initiatives.

● Monitors and tracks performance metrics to develop business and functional requirements needed to resolve issues, update and/or enhance customer service processes, procedures, business systems functionalities and service features.

● Analyzes transactions, proactively identifies potential problems, and works with the Customer Service Department and technology support groups to implement solutions.

● Ensures departmental processes are properly documented and followed, and that policies and procedures are in compliance with regulatory and internal requirements and best practices.

● Assists in the identification of other relevant issues within the department and participates in the creation of innovative solutions and/or the implementation of new procedures.

● Works with other Customer Service supervisors to ensure all training, codified Standard Operating Procedures, and SharePoint information is current.

● Facilitates communication between management and staff. Responds verbally and in writing to sensitive and complex customer inquiries.

Conduct comprehensive news and industry research daily, monitoring developments across sectors such as sustainability, technology, finance, cybersecurity, healthcare, and others to surface relevant, timely insights for clients.

● Utilize advanced AI tools (e.g., ChatGPT, Perplexity, and other summarization tools) to extract key takeaways and condense long-form articles into concise, actionable summaries.

● Tailor content outputs based on client industries and preferences, ensuring relevance and alignment with strategic goals.

● Design, format, and brand client-facing content using Adobe tools (Illustrator, Photoshop, InDesign), incorporating company logos and style guidelines to maintain brand consistency.

● Develop visually appealing presentations and summary decks, leveraging AI design tools when appropriate to enhance delivery and engagement.

● Manage content distribution via automated email platforms, scheduling and launching curated campaigns with high attention to accuracy, timing, and personalization.

● Maintain high editorial standards to ensure all materials are polished, professional, and on-brand, enhancing the value and trustworthiness of the content delivered to clients.

● Continuously identify opportunities to optimize research workflows, integrate new tools, and refine content formats to boost effici

Conduct audits daily

● Report violations of rules, regulations, policies, and procedures by evaluating or recommending the initiation of investigative and corrective procedures

● Create models that optimize the resources, inputs & outputs of the Compliance operations business.

● Report key insight trends, using statistical rigor to simplify and inform the larger team of noteworthy storylines

● Share results of audits with Operations and Program Teams on a weekly/daily basis.

● Provide feedback to the associates and close the loop on audit observations.

● Identify root causes of defects and find areas of improvement in the process being audited.

● Provides ideas for process improvements to enhance process efficiency, quality, and customer experience

Managed high-risk user complaints across multiple platforms, ensuring timely resolution to enhance customer satisfaction.

• Developed and implemented new customer service procedures, optimizing operations and reducing negative feedback impact.

• Collaborated with overseas teams to streamline communication and improve service delivery, resulting in a more cohesive support system.

Increased customer satisfaction by resolving issues.

● Demonstrated respect, friendliness, and willingness to help wherever needed.

● Collaborated with team members to achieve target results.

● Offered friendly and efficient service to customers, handled challenging situations with ease.

● Exceeded goals through effective task prioritization and great work ethic.

● Learned new skills and applied to daily tasks to improve efficiency and productivity..

● Improved operations through consistent hard work and dedication.

● Devoted special emphasis to punctuality and worked to maintain an outstanding attendance record.

● Developed team communications and information for meetings by preparing a variety of written communications, reports, and documents.

● Worked within applicable standards, policies, and regulatory guidelines to promote a safe working environment.

● Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Managed customer interactions across multiple channels, including email, phone, and social media.

• Escalated unresolved issues to appropriate departments, ensuring the timely resolution of customer grievances.

• Diagnosed technical issues and verified system requirements, enhancing customer satisfaction.

• Maintained detailed records of customer interactions, contributing to improved service delivery.

• Managed inbound client inquiries, providing tailored product recommendations and updates to enhance customer satisfaction.

• Conducted thorough research to resolve client issues, ensuring timely and accurate information delivery.

• Identified and escalated priority issues, improving response times and customer retention rates.

• Delivered technical, data, and billing support, contributing to a seamless customer experience at UX Centers.