KAREN A. BYRNE

*** ***** ****

HUDSON, NH *****

HOME: 603-***-****

PROFESSIONAL PROFILE: Professional with expertise in performance management, customer service, project management, business analysis, data analysis, team building, system implementation and vendor negotiations. History includes partnering with various upstream and downstream teams to implement streamlined workflows, new software and applicable operational efficiencies. Team player and problem solver with analytical skills and constant drive to improve self and stay current with new technology.

SKILLS & ATTRIBUTES: FINRA Series 7, 63, 66 Health & Life Licensed, Six Sigma Greenbelt; Performance Management; Project Management; Enrollment and Billing Operations; Customer Service Operations; Database Implementation; Process Improvement; Vendor Negotiations; Budget Management; Relationship Building; Campaign Management; List and Database Marketing

EMPLOYMENT: TD INVESTMENT SERVICES, BEDFORD, NH

12/2021 - 10/2023 - Financial Advisor

·Work with prospects and clients to understand their long-term financial goals, objectives and risk tolerance by analyzing their financial information.

·Deliver integrated wealth management, financial planning, and insurance offerings by providing day-to-day account management, financial needs analysis and direct sales of managed portfolios and complex annuity and insurance solutions for clients and their businesses.

·Responsible for developing and maintaining TD Wealth’s client base from Retail Store referrals, digital prospects and campaign leads.

SANTANDER BANK, PELHAM, NH

2/2020 –11/2021 –Licensed Relationship Banker

·Develop meaningful relationships with new and existing customers to provide financial solutions and handle account issues.

·Work with mortgage, investment and small business areas of Santander to refer customers and expand relationship.

·Work with teller line as lead team member

FIDELITY INVESTMENTS, MERRIMACK, NH

9/2018 –12/2019 –Stock Plan Consultant

·Build and expand participant relationships by identifying needs and offering customized investment solutions.

·Educate participants on complex equity compensation plans, trading, questions and awards.

·Use CSS skills to develop and enhance participant relationship with Fidelity.

3/2017 –9/18 –Customer Service Advocate

·Trade equities, options, and mutual funds for brokerage clients ensuring timely and precise execution.

·Partner with Learning and Development team leading training activities for new representatives, discussing best practices, personal experiences, and opportunities.

·Pioneer growth avenues for Fidelity’s Upperclassmen mentoring program for newly hired associates.

·Maintain above average results in Customer Experience and most other metrics.

·Collaborate with associate driven initiative and SPS to implement pipeline program for other associates.

·Team MVP April 2018

HEALTH DIALOG, MANCHESTER, NH

01/2008 –03/2017 –Member Communications Manager

·Manage staff of five team members responsible for Client Mail Operations, Production, Fulfillment and programming

·Implement, report and improve productivity and quality metrics for department.

·Work with client-oriented team to design, implement and assess client-specific programs based on client strategy.

·Content creation and presentation for client deliverables

·Coordination, production and verification of standard client activity reports, internal reports and member return files

·Research simple to complex data discrepancies and work with multiple departments within Health Dialog to resolve data issues.

·Participate in process development and documentation to improve departmental efficiency.

WELLPOINT, INC, MANCHESTER, NH

12/01 –9/06 – Associate Development Manager E&B, Data Analyst

·Improved overall production and accuracy statistics for 19 associates in the Firm Installation and Billing areas using mentoring and performance management techniques.

·Partnered with Sales Operations to implement MS Access tracking tool to measure timeliness and inventory within Sales and Enrollment and Billing areas.

·Exceeded budget to actual goal by 8%

·Project Lead for database development to incorporate all CSR performance data (productivity, quality and accuracy) into one Customer Service Profile.

·Team leads for Customer Service report migration onto a new platform. Responsible for defining business requirements, new report development and testing.

EDUCATION: Hesser College & Southern NH Univ. Associates Certificate in Project Management; Six Sigma Greenbelt; Wellpoint Management Training.

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