Mariam Hassan

● Manage caseload of 150+ cases daily

● Provided accurate information pertaining to Estate processes, court and legal documents

● Gathered feedback from team to present with company analysts that helped with companywide changes on our products and services.

● Managed high value foreign and stock-plan accounts as.

● Pertinent role in implementing callback requests initiative to increase service levels

● Created requirements for valid callback requests to increase efficiency with day-to-daycall volume and case management proficiency.

● Review all incoming callback requests to ensure adequate information was given for optimal customer service for families/loved ones.

● Collaborated with the Product team on multiple occasions to decrease rejected workflows and increase service level

● Team floor lead, assist with team chat, provide relief/support for supervisors

● Mentor to new hires on team and assist with their integration through training

• Delivered high-level customer resolving inquiries efectively
• Provided client support and resolving account-related inquiries.
• Maintained high levels of customer satisfaction through effective communication and problem-solving.
• Identied and implemented process improvements to elevate service quality