Karla McLeod
Bethesda,MD
Summary
Financial services professional with 20 years of consultative sales and client retention. Ranked #1 in sales for two consecutive years and recipient of the Centurion Award for exceptional performance. Proven track record in driving revenue growth through strong client relationships and a client-first approach.
Overview
20
20
years of professional experience
Work History
Customer Care Professional
AMERICAN EXPRESS
03.2022 - 05.2026
- Delivered personalized client experiences by actively listening to client needs, identifying appropriate solutions, and resolving complex financial-services issues.
- Used consultative communication and needs-based conversations to understand client objectives and recommend relevant products and services.
- Built trusted client relationships through proactive service, clear communication, and effective problem resolution.
- Collaborated with team leaders and coaches to enhance client experience and employee engagement, driving improvements in team performance.
- Ranked #1 company-wide for two consecutive years based on exceptional performance, client service, and business results.
- Earned the Centurion Award, American Express's highest company recognition, two consecutive years.
- Served as a team spokesperson, facilitating communication between frontline employees and leadership.
- Mentored colleagues interested in leadership and coaching opportunities.
- Contributed to initiatives and strategies that strengthened client-service outcomes through targeted performance improvements.
Sales Manager
TALBOTS
Chevy Chase, USA
09.2006 - 11.2021
- Ranked #1 regionally in company credit-card sales, demonstrating strong consultative selling, client discovery, and product-positioning skills.
- Developed and implemented sales strategies that increased client acquisition and retention while fostering loyalty and driving revenue growth.
- Increased store revenue by 20% within one year during a leadership transition.
- Ranked Top 5 regionally for client appointment growth and retention through targeted relationship-building strategies.
- Managed, coached, and developed a team of 25 employees while consistently exceeding sales, service, and client-retention objectives.
- Trained employees across multiple locations in consultative sales, client engagement, relationship development, and performance improvement.
- Established client-focused sales environment prioritizing trust and service, enhancing client retention and achieving business objectives.
- Built long-term client relationships by understanding individual needs and providing personalized product recommendations.
Education
Bachelor of Science - Health Sciences
Washington Adventist University
Silver Spring, MD01-2015
High School Diploma -
Greater Portmore High School
Jamaica06-2002
Skills
- Client acquisition and retention
- Consultative and needs-based selling
- Client discovery and relationship management
- Customer experience enhancement
- Revenue growth strategies
- Business development initiatives
- Financial and credit products expertise
- Performance improvement techniques
- Team collaboration and training
- Customer engagement strategies
- Interdepartmental communication skills
- Problem solving and relationship building
Accomplishments
- #1 Company-Wide Performance - American Express, 2 Consecutive Years
- Centurion Award - American Express, 2 Consecutive Years
- #1 Regional Ranking - Credit Card Sales, Talbots
- Top 5 Regional Ranking - Client Appointment Growth and Retention
- 20% Revenue Increase - Talbots
- 20+ Years of Client Service, Sales, and Leadership Experience
Timeline
Customer Care Professional
AMERICAN EXPRESS
03.2022 - 05.2026
Sales Manager
TALBOTS
09.2006 - 11.2021
Bachelor of Science - Health Sciences
Washington Adventist University
High School Diploma -
Greater Portmore High School