Mosi Armstrong

I spend most of my time figuring out why processes don't work the way they should—and then finding and suggesting better ways to do them. My work has included quality reviews, AI projects, Knowledge Bases, documentation, and improving the tools and workflows our teams use every day.

Highlights:

- Led a six-person team (including myself) that built the Knowledge Base for an AI Sales Copilot bef

I wore a lot of different hats in this role. Most of my work centered on customer feedback, reputation management, internal communications, and improving how information moved between teams. I also had the chance to build new processes and documentation that continued to be used after I moved on.

Highlights:

- Wrote the company's first Reputation Management Manual, documenting customer escalat

Wrote customer-facing retention and educational content to explain the debt settlement process clearly and keep customers engaged. Produced and managed customer engagement campaigns, including a weekly Facebook Live series and related assets.

I wrote customer-facing content designed to help people better understand the debt settlement process and stay engaged throughout their program. Most of my work focused on customer retention and educational content that explained complex topics in a clear, approachable way.

Highlights:

- Wrote six customer retention campaign scripts that contributed to a 5% improvement in customer retention.

I worked directly with customers enrolled in debt settlement programs, helping them understand the process, resolve account issues, and navigate difficult situations with creditors. Many of the customers I spoke with were under a great deal of financial stress, so a big part of the job was explaining complex information clearly while helping them move forward.

Highlights:

- Helped customers un

Assisted customers in debt settlement programs by answering questions, resolving account issues, and handling escalations involving creditors while following policies and regulatory requirements. Documented customer interactions to support internal teams and improve continuity of service.

Helped customers and financial advisors with annuity accounts in a highly regulated environment. Processed complex account transactions, explained financial information in plain language, and developed the accuracy, compliance, and communication skills that later became the foundation of my work in quality assurance and AI-enabled operations.

During my five and a half years here, I worked in both customer operations and marketing. I started in the Control Center responding to emergency alarm events and helping customers through stressful situations, then moved into Marketing where I created sales materials, documentation, and campaigns before returning to the Control Center. Working in both roles gave me a better understanding of how c

Worked across customer operations and marketing, starting in the control center responding to emergency alarm events and later creating sales materials and documentation. Gained experience in communication and documentation workflows used to support both operations and customer experience.

Managed high-volume client transactions with accuracy and efficiency in a highly regulated banking environment. Mentored junior tellers on customer service, operational procedures, and compliance. Built strong client relationships through clear communication, reliability, and attention to detail.

Delivered front-line customer service and handled a wide range of everyday banking transactions with accuracy and care. Helped customers resolve account questions while building the communication, trust, and attention to detail that became the foundation of my career.

Earned an Associate of Applied Science (A.A.S.) in Digital Media Arts from Technical Career Institutes from 2006 to 2008.