Kaani Karim Email & Phone Number

Serve on a high-volume sales team focused on originating home equity, personal, and auto loan products to ensure the profitable direction of the branch and accelerate business growth. Evaluate the loan portfolio to monitor progress to the next milestone and mentor team members on increasing loan quality, cross-sell opportunities, overcoming objections and underwriting roadblocks/challenges. Gather and analyze applicant financial information to support lending decisions, including income, assets, investments, debt, credit history, bankruptcies, judgments, liens, and property characteristics. Fully cross trained and proficient in all job functions in a Banking Center environment including opening and closing procedures, loan processing, cash handling, training new team members and resolving complex situations.Preserve relationships with current clients while implementing new business initiatives and sales plans to generate new opportunities and managing a continual pipeline of loans in progress. Assesses lending risks, identifies offsetting mitigants and makes recommendations on loan structure displaying sound credit judgment to gauge credit worthiness of potential borrowers.Consistently achieved the highest loan volume and sales results in the region and sourced and acquired new business resulting in $4M+ in revenue.

Gilbert Az

Accomplished Real Estate Agent with proven multi-million dollar sales track record and successful closing rate. Able to work as an independent contractor through effective time management, aggressive negotiation, prospecting and networking. Coordinate and hold open houses on listed properties, take potential buyers on a tour of properties for sale and help them make a choice that works for their financial profile.Analyze financials to determine buyer and seller needs and recommend programs like down payment assistance, pricing and demographics.Vast knowledge of Real Estate laws and regulations, writing purchase contracts, disclosures and addendums. Conduct market analysis by reviewing sales trends, competitive market price to determine comparable property values. Office Transaction Coordinator with emphasis to review completed purchase contracts for accuracy, monitor and report progress of multiple transactions to ensure all necessary documents are in compliance with the real estate laws and regulations.Team Manager responsible for motivating multiple sales agents and growing the team. Develop training programs to teach agents how to acquire customers, utilize tools, negotiate deals, secure financing and complete purchase contracts for the sale.

Accountable for developing, maintaining, and managing the profitable direction of the company’s workers compensation program through case management, claims processing, and loss mitigation. Oversee the daily operations and HR administrative activities, practices, and processes for compensation and benefits, employee relations, performance management, and training activities to build a top-performing office. Served as a liaison between insurance carriers and clients to facilitate the onboarding process including setup, writing of contracts, and program administration. Managed the talent acquisition process including recruiting, interviewing, hiring of qualified applicants, and onboarding.

Key Leader behind developing and executing empowerment programs to increase internal associate and customer experience (CX) satisfaction scores. Continually established processes and policies centered on the customer experience by mapping customer interactions at each stage of the relationship. Strategically managed multi-divisional associate empowerment and CX initiatives for 100K+ users with a combined annual budget of $8M+. Led the CX team in creating/sharing best practices, promoting consistent processes, and developing/reporting KPIs to measure performance. Implemented a “big picture” CX program, including centralized information centers, and equipping frontline associates with tools, knowledge, and training to execute/excel in delivering exceptional service.Established CX process flows to ensure internal controls and policies were in place to pursue opportunities and strengthen existing relationships.Integrates best practices with process design to link results into decisions and process improvements that enhanced the effectiveness of customer engagement activities, increasing customer satisfaction scores by 5% YOY. Developed internal marketing strategies for associates to create significant connections and expand the customer’s knowledge of available resources, products, and services.Hand-selected to lead a large-scale project by developing internal communication around the bank’s new corporate branding initiative to drive the culture shift and counter-resistance for 100K+ consumer bank associates.

Planned, organized, and executed business support and quality control projects by translating business drivers into process improvements and coaching frameworks to increase revenue and retain customers. Project managed risk, governance, reporting, and marketing research for key initiatives spanning across multiple lines of business. Ensured customers were set up for service success by stewarding key processes, conversations, and technology across call center associates. Reviewed service failures and customer pulse surveys to identify gaps, surface solutions, and implement action steps. Engaged with business partners to analyze, implement, and update processes at relevant customer touchpoints, interactions, and engagement.Provided weekly reports and maintained a knowledge base of common account servicing escalations to pivot the organization toward delivering best-in-class customer service.Created action plans that supported the execution of customer treatment metrics, incentive plans and associate scorecard measurements.

Phoenix, Arizona Area

Created a sales culture with programs that were utilized in ten different call centers across the United States. The strategy included visual and educational awareness, sales call listening sessions, and a library of model sales calls. As a result of this campaign product sales increased over 17% of plan. Utilized Six Sigma discipline to analyze quality performance to drive training, process improvements and overall performance enhancement. Developed sales strategies to deepen customer relationships and loyalty by increasing balance transfer revenue. Site balance transfer revenue increased by $40 million over plan.Coached, developed and managed eight team managers and over 160 associates in both Customer Service and Retention Call Centers. Monitored phone volumes, wait time and average handling time to ensure the department productivity standards were met and quality Customer Service was provided.Site liaison for recruiting responsible for the internal hiring process. Improved the interviewing process through careful selection of Team Managers to conduct interviews, established interview schedule and developed interview questions specifically to address job fit and a passion for servicing customers. Results proved successful in reducing 90-day attrition by 10% with this new process. Proactively implemented counter measures for key business drivers and developed action plans resulting in a decrease in the sites average handling time by 11 seconds.Created an attendance awareness program that was delivered to all associates. As a result the site’s unplanned absence percentage decreased by 5% compared to the previous year.Successful in motivating associates by creating a positive work environment, resulting in an increased associate satisfaction rate of 82%, a 6% improvement from previous year results.

Promoted by company leaders to drive an authentic customer-focused and approachable work culture across call center operations with a emphasis on increasing brand loyalty, retention, and conversion. Built a dynamic team by recruiting, hiring, training, and forecasting the skill needed to place the right people in front-line and leadership positions. Leveraged call center conversations to strengthen the voice of the customer across other service and sales functions impacting brands, products, and services. Ensured the technology was in place and utilized to capture and report on service metrics, including call handling, response times, issues resolved, and escalations. Held accountability meetings to discuss coaching and development opportunities and team progress toward measured criteria and established action plans to create opportunities for improvement and career advancement.Remained a calming presence on the call center floor to train and equip sales agents with the correct tools and resources to be the product expert and win over complex challenges.Created a sales culture and initiatives to deepen and retain customer relationships to exceed retention goals while providing increased earning protentional for associates.Increased balance transfers by $40M over plan, reduced the team's 90-day attrition rate by 10%, and created a positive work culture, resulting in a 6% improvement in associate satisfaction scores. Actively participated in large-scale recruiting programs to ensure the company was being positioned in front of qualified, talented, and customer-focused candidates.