Karen Diaz Canales

KAREN DIAZ CANALES

**** ******** *****, *********, ** 95747 · 530-***-****

adykx1@r.postjobfree.com (1) Karen Diaz Canales LinkedIn SUMMARY OF QUALIFICATIONS

Professional with over ten years of expertise in the banking, insurance, and mortgage industries. Enjoy leading support and sales teams to high performance, while providing a positive and supportive environment. Very adaptable and flexible with respect to meeting employer’s and customer’s needs.

SKILLS

Communication and Networking

• Interviewed prospective clients to obtain data about their financial resources and needs

• Fluent in Spanish

• Visited clients on-site to give benefit-oriented sales presentations

• Identified cross-sell opportunities with new and existing customers

• Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.

• Hold presentations regarding financial services to groups to attract new clientele

• Communicated timely updates for projects to executives and stakeholders Leadership

• Managed operations and efficiencies by providing direct reports with ongoing support, appropriate training, positive/constructive feedback, coaching and recognition in an inclusive manner, resulting in 10% improvement to quality score

• Coached and trained real estate valuation analysts in techniques necessary to successfully perform appraisal quality analytics

• Evaluated employee skills and knowledge regularly; trained and mentored individuals to improve quality metrics

• Prepared detailed reports on updates to project specifications, progress, identified conflicts, and team activities

• Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions

• Managed multiple projects through full lifecycle to ensure all target dates were met Interpersonal and Customer Relationships

• Participated in cross-departmental team-building activities and strategies that resulted in improvement of customer delivery improvement time of two full days

• Worked closely with management to strategize sales techniques to increase branch production and customer service

• Trained and supported sales associates and cross-trained tellers to improve customer satisfaction Problem-solving

• Helped improve delivery time of new product to clients by two days

• Managed schedules, accepted time off requests, and found coverage to meet business needs

• Developed monthly and daily production output plans to deliver on customer service and financial metrics

• Sought out and developed clientele by networking to find new accounts and generate lists of prospective clients

• Developed marketing strategies to remain competitive and stand out in the market

• Determined customers’ financial needs, prepared proposals, sold best suited product to match needs, and customized insurance programs to suit individual needs

Technical

• Microsoft Office: Word, Excel, Outlook, PowerPoint, OneNote, SharePoint

• Google Suite: Google Sheets, Docs, Slides, Forms

• Paycom

• Customer Relationship Management (CRM): Jasper, JasperSoft

• Project Management and Communications Software: ClickUp, Microsoft Projects, Jira 1

Karen Diaz Canales

EXPERIENCE

JUNE 2017 – CURRENT

TEAM LEAD/PROJECT MANAGER, CLEAR CAPITAL, LLC, ROSEVILLE, CA

• Provided direct reports with ongoing support, appropriate training, positive/constructive feedback, coaching and recognition in an inclusive manner, resulting in 10% improvement to quality score

• Managed multiple projects through full lifecycle to ensure all target dates were met

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution JUNE 2012 – OCTOBER 2016

SALES AGENT/CUSTOMER SERVICE REP, LIBERTY MUTUAL INSURANCE CO., SACRAMENTO, CA

• Met and exceeded company sales quota

• Sought out and developed clientele by networking to find new accounts and generate lists of prospective clients

• Customized insurance programs to suit individual needs

• Developed marketing strategies to remain competitive and stand out in the market

• Kept records of customer interactions, transactions, record details of inquiries, complaints, comments, and actions taken

• Ensured that appropriate changes were made to address customer grievances and determine charges for services, collect payments, or establish billing arrangements

• Identified cross-sell opportunities with new and existing customers JUNE 2006 – NOVEMBER 2011

PERSONAL BANKER/OPERATIONS MANAGER, WELLS FARGO BANK, LOOMIS, CA

• Contacted prospective customers to present product information and explain available services and benefits

• Determined customers’ financial needs, prepared proposals, and sold best suited product to match needs

• Coordinated with staff members to ensure overall branch success

• Assisted with training of new staff to ensure efficiency and success

• Performed vault duties to process large deposits and ensured that all teller staff had maintained currency to meet business needs

• Built client rapport to ensure consistent satisfaction and loyalty

• Conducted detailed financial reviews for business clients to sell appropriate products to fit clients’ needs EDUCATION

Took courses in Business Administration, California State University- Sacramento, CA 2005-2007 Took courses in General Studies, Sierra College- Rocklin, CA 2003-2005 ACTIVITIES

• Past BNI (Business Networking International) Member and Chapter President

• Bravo Award recipient for recognition of fast-paced policy sales start and exceptional customer service

• Implemented financial education programs for the Latino/Hispanic community 2

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