Karem Cole
Summary
Entry-level project manager with additional experience as a customer service specialist and activity director with a successful track record of delivering projects on time, achieving goals, and maintaining high stakeholder satisfaction. Experienced in managing customer inquiries, financial transactions, communications in both English and Spanish, problem-solving, and team building.
Overview
18
18
years of professional experience
Work History
Substitute Teacher
Birdville Independent School District
10.2023 - Current
- Effectively managed and delivered instruction to over 150 middle school students across two schools throughout the academic year, ensuring educational continuity across various subjects and achieving an average student satisfaction rate of 90% based on end-of-class feedback.
- Quickly adapted to diverse classroom settings and requirements, effectively managing varying project demands and scopes.
- Addressed classroom disruptions calmly and decisively, applicable to resolving project issues and maintaining progress under pressure.
- Maintained classroom discipline and fostered respect, ensuring project teams follow guidelines and work cohesively towards common goals.
Activity Coordinator Assistant
Brookdale Senior Living
06.2023 - 04.2024
- Developed and implemented over 15 unique recreational and educational activities monthly, enhancing resident engagement and satisfaction by 25% as measured by participant feedback.
- Organized activities tailored to specific interests, showcasing project customization and stakeholder alignment.
- Coordinated with staff and vendors for smooth execution, managing budgets, and optimizing resources for operational efficiency.
- Engaged with residents for feedback, fostering community and enhancing well-being, demonstrating stakeholder engagement skills.
Fraud Online Claims
JP Morgan Chase
08.2018 - 03.2020
- Successfully resolved an average of 150+ fraud claims monthly, contributing to a 15% decrease in repeat fraud incidents through meticulous analysis and timely action, while maintaining a customer satisfaction rating of 90%.
- Resolved online fraud claims by analyzing transaction details, demonstrating strong analytical skills.
- Used anti-fraud tools with internal teams to prevent fraud and ensure compliance with bank policies.
- Managed timelines and coordinated across departments to boost efficiency and mitigate risks in fraud resolution.
Customer Service Representative
LoanDepot
01.2017 - 05.2018
- Handled over 60 daily customer interactions, achieving a resolution rate of 90% on first contact.
- Resolved customer issues using strong problem-solving skills applicable to project challenges.
- Maintained accurate, detailed records crucial for project documentation and reporting.
- Managed stakeholder relationships to build trust and ensure project success.
Pre-Funder
First American Title
05.2016 - 01.2017
- Reviewed and processed over 250 funding packages per month, ensuring 99% accuracy in compliance with regulatory standards, which significantly reduced the risk of post-closing errors.
- Reviewed post-closing documents to correct errors and ensure funding criteria, demonstrating meticulous compliance.
- Assessed and corrected recordable documents for accuracy, highlighting analytical and problem-solving skills.
- Coordinated with notaries, borrowers, and lenders to resolve errors, showcasing effective stakeholder communication.
Customer Service Representative II
Pacific Union Financial
02.2015 - 04.2016
- Handled over 60 calls daily, demonstrating high-volume task management and efficiency under pressure.
- Resolved customer inquiries, showing proficiency in stakeholder management and problem-solving.
- Managed escrow accounts and mortgage payments, showcasing financial oversight skills.
- Addressed payment history concerns, using analytical skills to solve complex issues relevant to project management.
Customer Service
Ocwen Loan Servicing
11.2012 - 12.2013
- Managed over 70 customer queries daily, maintaining a call resolution rate of 95% and contributing to a 10% improvement in overall customer satisfaction scores through effective communication and problem resolution.
- Delivered bilingual customer service from delinquency to foreclosure, showcasing strong communication skills.
- Managed escrow accounts and financial transactions, demonstrating financial oversight.
- Resolved loan issues using modifications, showing adaptability and problem-solving skills.
- Amended documents and negotiated solutions, highlighting negotiation and attention to detail.
- Adhered to regulatory and compliance standards, ensuring ethical processes.
Collections Agent II
Wells Fargo Dealer Services
03.2007 - 05.2012
- Utilized an autodialer to make over 150 calls daily, consistently meeting or exceeding the department's monthly recovery goals.
- Built rapport with customers by demonstrating an understanding of their situations and seeking fair resolutions, showcasing strong stakeholder management and empathetic leadership capabilities.
- Processed payments and managed financial transactions, reflecting meticulous financial management and attention to detail.
- Handled a high volume of calls and met demands in a busy environment, demonstrating excellent time management and prioritization skills.
- Negotiated full balances, showcasing strong negotiation skills essential for resource management and conflict resolution in project settings.
MasterCard Points Reward Agent
Telvista
01.2006 - 02.2007
- Resolved caller issues quickly and thoroughly, demonstrating excellent problem-solving and rapid decision-making capabilities.
- Handled and promptly resolved customer complaints, maintaining professional relationships, and showcasing adept conflict resolution and stakeholder management skills.
- Informed clients of policies and procedures, ensuring clear and effective communication of important guidelines and standards.
- Maintained accurate records of client communications, transactions, policies, and documentation, providing seamless operations and meticulous documentation management.
- Assisted customers in booking airplane tickets using specialized software, reflecting technical proficiency and adaptability in utilizing complex systems.
- Managed customer rewards programs, including tracking and redeeming points, indicating strong capabilities in customer relationship management and data handling.
Education
Bachelor of Applied Arts and Sciences -
University of North Texas
Denton, TX12.2023
Associate of Science -
Tarrant County College
North Richland Hills, TX12.2021
Skills
Team Management
Customer Relations
Client Relations
Stakeholder Communications
Risk Management
Adaptability & Flexibility
Time Management
Leadership
Budget Management
Organizational Skills
Negotiation
Awards
- President’s List, Spring 2023
- President’s List, Fall 2022
Timeline
Substitute Teacher
Birdville Independent School District
10.2023 - Current
Activity Coordinator Assistant
Brookdale Senior Living
06.2023 - 04.2024
Fraud Online Claims
JP Morgan Chase
08.2018 - 03.2020
Customer Service Representative
LoanDepot
01.2017 - 05.2018
Pre-Funder
First American Title
05.2016 - 01.2017
Customer Service Representative II
Pacific Union Financial
02.2015 - 04.2016
Customer Service
Ocwen Loan Servicing
11.2012 - 12.2013
Collections Agent II
Wells Fargo Dealer Services
03.2007 - 05.2012
MasterCard Points Reward Agent
Telvista
01.2006 - 02.2007
Bachelor of Applied Arts and Sciences -
University of North Texas
Associate of Science -
Tarrant County College