Kalisha Owens
Philadelphia,Pa
Summary
Professional Project Management Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs.
My objective is to secure a key position with an innovative and progressive organization where my years’ of experience in customer service ,will be helpful for team and company growth and development, will me optimized .
And were my team management leadership skills will be utilized in making an direct impact on the quality of service and increase productivity among customers, and employees.
Overview
28
28
years of professional experience
Work History
Global Project Manager
Microsoft
12.2019 - Current
- Oversaw global product development and partner relationships, enabling footprint expansion into new markets.
- Led change management initiatives to ensure smooth transitions during organizational restructuring or process improvements.
- Conducted post-project evaluations to identify areas for improvement, leading to continuous improvement in overall project performance.
- Facilitated clear communication between technical teams and non-technical stakeholders to prevent misunderstandings or delays in deliverables.
- Delivered high-quality results on complex global projects through meticulous planning, organization, and execution.
- Managed diverse teams across multiple time zones for seamless coordination of international projects.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Analyzed project performance data to identify areas of improvement.
- Global GPS Mapping of the united states
- responsible for creating visual street mapping views and area maps for customer lactation world wide for the united sates .
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Sr,LossMit, Customers Manager Level 3
Wells Fargo, Formerly Nor West Mortgage
02.2015 - 11.2019
- Specializes in one or more creations of problem solving technics in which both customer's and company's satisfaction goals were met, In some cases legal action may be necessary, including but not limited to: probate, Were my area of meticulous documentation and attention to detail was widely appreciated in matters of in exhilarated customer issue's,
- In addition to trainings of new hirers assistants with onboarding and side by side overview of company equipment polices and procedures, and equipment and soft ware use,
- Monitor of call cues,and quality of customers calls and resolution rate , Create a call team call time metrics for call stats to insure timely answer and lesson hold times for customers. of delinquent accounts duties assign.
- Develops stratagices to enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Account Management Team Lead
Freedom Mortgage Corporation
01.2007 - 01.2015
- Responsibilities include management of a team of 10 plus employees overseeing account delinquency account payments and arrangements for the home mortgage division, such as account upkeep and pre-foreclosure account payment plans for customers that are in danger of loan default, collection of late payments and home taxes, and payment restructure of escrow accounts.
- Managed complex accounts across diverse industries, adapting strategies as needed to meet unique client needs while driving revenue growth targets.
- Leveraged CRM tools effectively in managing client contacts, tracking activity progress, and generating performance reports for senior leadership review.
Sales Promotions Manager
Camel Cigarettes
10.2005 - 12.2010
- Arranging parties and events for possible clients
- Communications liaison for company and client
- Created new sales leads
- Booking and arranged talent for sale events
- Product promotion and sales to local and national vendors.
- Boosted sales revenue by implementing strategic promotional campaigns and events.
- Developed and executed targeted marketing initiatives for increased customer engagement.
Final Demand Collector/ Customer Service sales Agent
Yellow Book USA
08.2000 - 10.2005
- Responsible for the Credit analysis, arranging possible sales, new account generations
- Promotion of new products, such as sheared add space
- Provided Online Support for client short order change of listing
- Personally handled and resolved customer inquiries
- Monthly self-audits of all accounts.
- Maintained high volume of calls and met demands of busy and productive group.
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Collections Manager
Federal Bond Collections
12.1998 - 08.2005
- Responsible for the training of new collection Representatives
- Program set up and monitoring of Cubs collections software
- Daily call log and income reports, call quality monitoring
- Salvage Collections.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Established procedures for collection of past due amounts.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Worked with legal resources and recovery teams to manage default issues.
Collections/Customer Service sales
Advanta
01.1997 - 06.2000
- Responsible for the adjustment of delinquent home mortgages ranging from 30/160 days past due
- On Line Billing Support, Troubleshooting for vex online bill pay system
- Processing loans on first and second mortgages, on home equity lines of credit
- Loan modifications, loan origin, loan processing, pre-sale underwriting obtained and verified documents for short sales, hardships packets, and bankruptcy, charge-offs.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Graduated with honors -
North Penn High School
BBA - Business Administration And Management
Penn State College
Abington, PASkills
- Multi-line telephone / Skip tracing/Claris works/ IBM and Macintosh compatibles/ Web Maker/ Ms excel Microsoft office 360 /lotus 1/2/3 /Novel/Davox collections system Word perfect for dos /Windows / Med Serge/CAB/lexus nexus, Oralcal/
- Project Scheduling
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Team Leadership
- Creative Thinking
- Active Listening
References
Available upon request.
Timeline
Global Project Manager
Microsoft
12.2019 - Current
Sr,LossMit, Customers Manager Level 3
Wells Fargo, Formerly Nor West Mortgage
02.2015 - 11.2019
Account Management Team Lead
Freedom Mortgage Corporation
01.2007 - 01.2015
Sales Promotions Manager
Camel Cigarettes
10.2005 - 12.2010
Final Demand Collector/ Customer Service sales Agent
Yellow Book USA
08.2000 - 10.2005
Collections Manager
Federal Bond Collections
12.1998 - 08.2005
Collections/Customer Service sales
Advanta
01.1997 - 06.2000
Graduated with honors -
North Penn High School
BBA - Business Administration And Management
Penn State College
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