Kalea Owens
New York,NY
Summary
Healthcare-aligned customer service, collections, and operations professional with 20+ years of experience in high-volume, revenue-critical, and compliance-driven environments. Proven ability to manage 100–125 calls per day, maintain a 93% resolution rate, and collect $6K–$10K daily.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service & Collections Specialist
Flex Moving & Storage
02.2023 - 09.2025
- Managed 100–125 inbound and outbound calls daily in a fast-paced remote environment
- Achieved a 93% resolution rate by resolving billing disputes and account discrepancies
- Collected approximately $6,000–$10,000 per day through negotiated payments and payment plans
- Handled escalated and high-sensitivity cases requiring discretion and de-escalation
- Maintained accurate electronic documentation while safeguarding confidential client data
- Collaborated with multiple departments to resolve account and service issues
- Supported training and development of staff across departments
Legal Secretary
Andrew M. Romano, Esq.
11.2021 - 05.2023
- Provided administrative and legal support to multiple attorneys
- Drafted leases, contracts, wills, and legal correspondence with precision
- Maintained confidential client records in compliance with legal standards
- Managed scheduling, deadlines, filings, and client communications
- Handled sensitive documentation requiring strict attention to detail
Service Manager
24 Hour Fitness
01.2009 - 03.2020
- Managed operations within a high-volume, 24-hour facility
- Led and supervised a staff of 20+ employees
- Oversaw billing, account maintenance, and dispute resolution
- Handled escalated client concerns and conflict resolution
- Implemented staff training and performance development initiatives
Education
Associate of Science -
Westchester Community College
Valhalla, NYSkills
- Revenue Cycle Support
- Confidential Records Management
- HIPAA & Compliance Awareness
- CRM & Documentation Systems
- Call Documentation & Data Entry
- Remote Workflow Management
- Conflict Resolution & De-escalation
- Team Training & Mentorship
Certification
- New York Licensed Real Estate Agent — 2014 to Present
- HIPAA Compliance Training — Completed (2026)
Timeline
Customer Service & Collections Specialist
Flex Moving & Storage
02.2023 - 09.2025
Legal Secretary
Andrew M. Romano, Esq.
11.2021 - 05.2023
Service Manager
24 Hour Fitness
01.2009 - 03.2020
Associate of Science -
Westchester Community College