About Karen

Highlights of My Skills

  • Formulating and executing plans aimed at the acquisition of new business, increasing revenues, profitability, and market share
  • Leading, training, and rewarding & recognizing staff to create value for clients and achieve targets, including providing coaching to various levels of staff, organizing training seminars and workshops, and coordinating Reward & Recognition programs
  • Excellent Leader, recognized by team members and other leaders as being a great communicator, with outstanding organizational skills and work ethics
  • Expert in the development of new products and the effective branding of retail banking products
  • Expert in the design and launch of Sales & Service initiatives and retail banking programs
  • Providing Sales & Service support to staff, and driving, encouraging, and nurturing a high performing sales & service culture.

30+ Years of Experience

Core Accomplishments over the years

Development of Sales & Service teams:

I was instrumental in the design and implementation of a number of Training Workshops at Scotiabank Jamaica, RBC Royal Bank Jamaica and the JMMB Group in Jamaica, Trinidad and the Dominican Republic to build the skills and knowledge of all the Sales & Service teams, including Workshops on Sales Management, Relationship Focused Selling, Proactive Contact Activities, and Personal Banker Workshops.  All Workshops received excellent evaluation ratings for knowledge, efficiency, creativity, being interactive and fun, and lots more.

Sales Support & Development of Marketing Programmes:

As Director, Retail Banking, I initiated the design and implementation of Scotiabank Jamaica’s Scotia Wheels Car Loan program which resulted in over J$1 billion growth in Retail Loans in the first 6 months, and 37% growth vs. a target of 25%. I was also responsible for the design of several Retail Marketing programs and Retail products, and for ensuring that these were all effectively communicated to Branches. All these initiatives significantly grew the retail portfolio, and resulted in Retail Banking contributing the largest percentage to the Bank’s profits in 2005-2006 for the first time, and remained the most profitable arm of the Bank up to the time of leaving.

As Sales Manager and Vice-President, I put in place an Auto Finance External sales team, and designed and launched RBC Royal Bank Jamaica’s Royal Accelerator Car Loan Program, which resulted in approximately J$5 billion sales in Auto loans for the 3 year period to July, 2014. I also planned and organized 20 promotional activities vs. a target of 2 for a year based on the excellent relationship developed with Centres of Influence, resulting in the new client acquisition target of 60% being exceeded by 20%.

Professional Experience

Scotiabank Jamaica – 1989 to 2010

last 2 positions – Branch Manager (leading 67 team members) and Director, Retail Banking

RBC Royal Bank Jamaica – 2011 to 2014

2 positions held – Sales Manager, Auto Finance (External Sales Team), and Vice-President, Sales & Service Support

Sales Performance Consultant & Trainer (Self-Employed) - 2015 to present

Clients to date include the following, with excellent Evaluations received for all Sales Training & Support activities:

  • Jamaica National Building Society – January to April, 2015
  • Jamaica Customer Service Association – June – October, 2015
  • JMMB Group – February, 2016 to February, 2020

Role includes providing Consultancy services on How to Develop & Maintain a high-performing Sales & Service Culture through:

  • The design and implementation of Training Workshops on Proactive Contact Activities, Relationship Selling, Managing a Sales Pipeline, and Sales Management for all Sales teams – Bank, Investments, Insurance and Client Care Centre – in Jamaica, Trinidad and the Dominican Republic.
  • The Effective set-up of an External Sales Team including design of the operation of the Unit, hiring and leading a new sales team, and ensuring the necessary training and sales tools were provided etc.
  • Sales Support activities including:
    • Reinforcement of Training by providing observational coaching to team members, monthly Sales Newsletters, access to a Sales Library with relevant books, DVDs etc,. and establishing a Shared Folder with all Training material, Reference Guides and more
    • Creating Opportunities for the Sales team by establishing and maintaining partnerships with external Centres of Influence and Large Groups/Associations including the Realtors Association of Jamaica and new Car Dealers etc.
    • Driving Sales Performance with the creation of Incentives and a Campaign to encourage referrals, sales performance and a high performing sales culture.
  • Assistance in Setting up a new Sales Support Unit
  • Planning of Sales & Service Seminars and Conferences.

700+
PEOPLE TRAINED

Education and Training

Bachelor: Management Studies

University of the West Indies

Master: Business Administration


Monash University, Australia (Commonwealth Scholarship)

Fellow of the Institute of Canadian Bankers

Professional Banking Program

Other Education
  • Trained to be a Sales Trainer by Scotiabank and RBC Royal Bank Jamaica
  • Fundamentals of Coaching Excellence Learning Program and Coaching for Sales Leaders Workshop
  • John Maxwell Team member, currently completing the John C. Maxwell Certification Program