Kristin Kartsounes, SHRM-CP

Experience

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  Paychex

  Oct 2003 - now

  • Lead team of learning professionals (instruction, design, project management) supporting the learning and development of service teams• Build and maintain new hire and ongoing learning programs aligned with key business objectives and performance goals• Collaborate with leadership development, HR business partner, and senior leaders to identify and address upskilling opportunities• Coach leaders within supported business units on employee development and performance management best practices Show less • Oversaw leadership team and frontline personnel (7 direct; 70 indirect reports across multiple U.S. time zones and 24/7 operating hours) to ensure quality client service (average client satisfaction score: 94%) and maximized client retention (average annual loss rate: 81% of plan)• Coached supervisor team on how to effectively deliver feedback, manage performance, and support employee career-pathing• Created and led regional leadership development program for top talent frontline employees resulting in a 44% promotion rate within one year• Led hiring and onboarding processes with emphasis on candidate care and employee retention (average annual employee retention: 90%) Show less • Supervised the work of a team of client service representatives (8-10 direct reports) to ensure consultative client service (average client satisfaction score: 90%)• Led branch hiring efforts to select top talent, including branch-wide interview and onboarding processes• Coached direct reports to create and implement individual development plans (13 promotions from team during tenure)• Developed and facilitated branch leadership succession training sessions to continuously build ready-now talent bench Show less

  • Training Manager

    Oct 2017 - now

  • Client Service Manager

    Jun 2014 - Oct 2017

  • Client Service Supervisor

    Dec 2010 - Jun 2014

  • Senior Account Specialist

    Mar 2008 - Dec 2010

  • Senior Client Service Representative

    Mar 2007 - Mar 2008

  • Senior Payroll Specialist

    Oct 2003 - Mar 2007
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  Trend Realty

  Aug 2019 - now

  REALTOR®

  • Stay informed of current market trends and realtor best practices• Develop trusted partnerships with buyers and sellers by identifying and addressing individual needs• Schedule walkthroughs of prospective properties and guide buyers through homes • Conduct open houses for active listings within brokerage• Negotiate and manage sales contracts and answer customer questions