Karim Hassouna, Mba Email & Phone Number

Methuen, Ma, Us

Greater Boston Area

• Increased Revenue by 32% between 2022 and 2023• Achieved 117% for North American target in 2023• Operations and Change Management Lead for North America• Engage with business and vendor teams to identify needs, design strategies, select and negotiate solutions and manage delivery. Support research team responsible for building cases for compliance and anti-piracy actions in North America.• Monitor, control and coordinate compliance activities among investigation firms, license compliance and Sales Mediator for compliance related actions within the North America region.• Manage the relationship and case management with outside counsel for compliance matters that require litigation.

Waltham, United States

• Successfully negotiated over $2.3M in sales and achieved over $1.6M in revenue• Managing call volume of 30 calls per week; communicating directly with stakeholders and prospects in resolving technical issues and technical support. First call resolution is 75%.• Engaging with business and vendor teams to identify needs, design strategies, select and negotiate solutions and manage delivery.• Contributing to monthly KPIs and dashboards on over 40 cases, leads, purchase orders, seats and products.

Montreal, Canada Area

• Project manager and change management champion for several projects, including Windows implementation, check imaging implementation, safety deposit box system administration training and cash difference automation. • Coached, trained, onboarded and developed over 60 employees, in multiple locations.• Primary point of contact for Operational Risk and Regulatory Compliance.

• Implemented and delivered training on five discipline skill sets for over 20 employees.• Administered observational coaching on a national level, both in-person and virtual.

• Managed over 100 policies and procedure escalations across the organization. • Trained new agents on branch procedures, specifically global customer center policies and procedures related to Royal Direct SSG, RBC Bank, third-party requests, online banking protocols.

• Managed high call volume (50 calls per day), troubleshooting technical issues and collaborating with employees to resolve issues and concerns.• Successfully achieved client satisfaction of 98%; exceeded year-over-year benchmark of 95%.

• Managed high call volume and communicated with clients to provide support as well as recommend additional products and services, including but not limited to banking, credit and investment products, and online banking services. • Exceeded quarterly sales by over 50% year-over-year.

Mba, Business Administration

Diploma, General Management

Bachelors, Business/Economics

French Baccalaureate