Karen K.

At Connecteam, I helped small-to-medium businesses streamline HR, Payroll, Operations, and Communications through an all-in-one platform. I worked directly with C-suite executives and business owners, leading thorough discovery, Zoom demos, and negotiations to deliver measurable value. I also partnered with the onboarding team to ensure smooth adoption and acted as the client’s account manager post-sale, while creating structure for developing teams and maintaining a clean, healthy pipeline. Achievements: Closed nearly $300K in one quarter with an annual goal of $750K Achieved a 45–52% win rate Managed 7–10 first meetings per day Created structure for developing teams at Connecteam Maintained a clean and healthy sales pipeline Managed full sales cycle from inbound leads to close Presented tailored Zoom demos after thorough discovery Partnered with onboarding to ensure smooth adoption Acted as client account manager post-sale Built a stable pipeline of qualified opportunities across industries including construction, cleaning, and healthcare

📈 Quarterly Goal Attainment: Q1: 134% Q2: 159% Q3: 249% Q4: 175% My strong relationship-building skills, dedication to customer satisfaction, and focus on the improvement of my professional and personal skillsets contributed to the growth and success of our client base. I have focused on expansion and upselling for Q4, and that work has paid off!

• Assists 450-500 callers per week in understanding annuity products and acted as a liaison between them and the financial institution to ensure customer satisfaction by resolving 95% of inquiries within specified SLAs. • Responded to 150+ customer inquiries per day, with a 97.5% customer satisfaction rate, increasing annuity sales by 15%, and processed drawdowns within a specified turnaround time. • Utilized CRM software to appropriately track over 10,000 customer records and documented over 1,000 customer inquiries per month in case management software. Some programs used are; Salesforce, Zendesk, core banking systems, Electronic Payment Systems, and Fraud Detection, which helped reduce fraud cases by 20% and increase customer retention by 15%. • Account management of Non-Qualified, IRA, Roth, 403b, and many other retirement plans for over 50 clients per day, managing over $5 million in assets and helping clients increase their retirement savings by 25% on average. Achieved 98% customer satisfaction rate and 90% customer retention rate. • Processed over 500 distributions, contributions, subaccount transfers, and many different forms of money movement from annuities within different software programs and ensured the accuracy of following compliance. Moved over $10 million in funds and maintained 100% compliance with federal and state laws and industry best practices. • Applied knowledge of brokerage, Mutual Funds, and Annuity service processes to provide expert advice to customers and resolve complex issues. Completed over 100 hours of training and certification to enhance my skills and stay updated on the latest trends and regulations.

• Communicated and recommended products after identifying clients’ values, assets, debts, and earnings whilst also referring to different departments of the bank when appropriate (specifically investments and mortgages). Served over 100 clients per month, generating over $50,000 in revenue from product sales, and making over 20 referrals to other departments, resulting in a 15% cross-selling rate. • Drove new Money Market, consumer checking & savings accounts by 320% per quarter by quickly reviewing clients’ financial profiles, explaining the features and benefits of products, and connecting them with the best financial options while maintaining the sales pipeline. Opened over 200 new accounts per quarter, bringing in over $1 million in deposits, and using CRM software to track and follow up with over 500 leads and prospects. • Independently pitched, presented, and originated over 500 HELOC, HELOAN, credit cards, auto loans, personal credit loans, and lines of credit applications for submission to the loan processing and underwriting departments ensuring all documents sent received by the client. Loaned over $15 million in total and achieved a 99% document accuracy and completeness rate. • Account Managed over 50 client relationships by communicating at least once a week, being organized with follow-up, and identifying similarities between us for memorable experiences and ease of conversation. Achieved 95% client satisfaction rate and 85% client retention rate. • Account Managed over 150 affluent client relationships by communicating at least once a week, being organized with follow-up, and identifying similarities between us for memorable experiences and ease of conversation. Performed account maintenance as needed. Achieved **95%** client satisfaction rate and 95% client retention rate. • Systems used; Salesforce, Oracle, Zendesk, Zelle, TSYS, Mainframe Mobile App, Fiserv, and other Fintech technology.

• Influenced over 150 clients or small businesses to open accounts and cross-sold banking products including HELOANS and HELOCS, credit cards, safe deposit boxes, personal loans, auto loans, and debt consolidation. Opened or sold over 300 accounts and products, generating over $300,000 in revenue per quarter. • Texas notary services provided to all banking clients. Performed over 50 notary services per month, ensuring 100% accuracy and compliance with Texas laws and regulations. Helped banking clients save time and money by offering convenient and reliable notary services. • Prepared over 100 domestic/international wire transfers for funds exceeding $1 million while maintaining 99.9% accuracy and minimizing risk for clients and the bank. Used advanced software and strict protocols to ensure the fast and safe delivery of funds. • Independently make decisions related to fraud claims and checking/savings account openings. Made over 200 decisions per month, following the bank’s standards and regulatory requirements. Reduced fraud losses by 15% and increased account openings by 10%. • Understanding of the Bank Secrecy Act, Americans with Disabilities Act, Electronic Fund Transfer Act, Equal Credit Opportunity Act, Fair Credit Reporting Act, Garnishment Rules, Reg Z, Reg DD, Reg GG, and more with over 100 hours of compliance training. • Manage a high volume of clients in person, phone, email, and chat. Handled over 500 client interactions per week, using multiple platforms and CRM software. Achieved 98% customer satisfaction rate and 90% issue resolution rate.

• Proactively referred retail, loan, fee-income services, insurance, and investment services in order to deepen the customer relationship. Produced over 50 referrals per month, using customer profiling and cross-selling techniques. Increased customer loyalty by 20% and revenue by 15%. • Processed deposits for new accounts and change orders for merchants’ services with precision. Handled over 3,000 deposits and change orders per month, totaling over $1 million in funds. Maintained 100% precision and accuracy rate, using advanced software and quality control checks. • Performed over 20 monthly random audits on vault and team member cash drawers as well as random audits. Audited over $500,000 in cash, ensuring 100% compliance and security of the vault and cash drawers. Used strict protocols and audit software to prevent and detect any discrepancies or fraud. • Performed over 500 complex transactions per month across a variety of multiple systems including online banking, financial management software, Salesforce, CRM, Outlook, and more. Used multiple systems to streamline the transaction process, enhance the customer experience, and track the transaction data. Achieved 98% accuracy and quality rate and 98% customer satisfaction rate.

Responsibilities: - Taught English and social studies to third and fourth grade students at the Alexandria International School, a private international school in Alexandria, Egypt. - Fostered a positive and supportive learning environment that encouraged students to develop their language skills, critical thinking, and cultural awareness. - Developed and implemented engaging and interactive lesson plans that aligned with the school’s curriculum and the American Common Core standards. Accomplishments: - Increased the average test scores of English and social studies by 8% in the 2013-2014 academic year compared to the previous year. - Supervised a student-led newspaper that published monthly issues covering various topics and events and received positive feedback from the school community - Organized a social studies fair that showcased the students’ projects on various topics related to the history, geography, culture, and politics of Egypt and the Middle East, and invited guest speakers from different backgrounds and professions to share their perspectives and experiences.