With over 30 years of diverse experience in administrative support, customer service, and quality assurance, I bring a versatile skillset to any role. Proficient in Microsoft Office and proprietary software, combined with a strong background in customer service and meticulous attention to detail, excelling in managing files and information systems. Consistently meeting deadlines and successfully multitasking throughout my career, showcasing the ability to handle multiple responsibilities with ease.
Hi, I’m
Karen Kolb
Ankeny,IA
Summary
Overview
16
years of professional experience
Work History
Clive Behavioral Health
Intake Receptionist
06.2024 - Current
Job overview
- Facilitated efficient movement by providing guidance and support.
- Handled incoming calls and routed them to appropriate departments.
- Enter patient information into MS4
- Maintain accurate and up-to-date EMTALA log.
- Translated intricate details into digestible content to aid in decision-making during admissions.
- Clarify and explain processes to assist individuals with their queries.
YMCA of Greater-Des Moines
Mission advancement and HR Administrative Specialist
09.2022 - 06.2024
Job overview
- Ensured proper tracking of pledges and donations through CORE system.
- Managed event logistics from conception to completion.
- Oversaw completion of job requisition submissions.
- Prepared critical insights to guide campaign specialist education.
- Continuously update CORE database to reflect the latest donor details.
- Crafted gratitude letters acknowledging monetary contributions.
- Facilitate distribution of timely notifications for pledge payments.
Forrest & Associate, Inc.
Office Administrator/Payroll Specialist
02.2020 - 09.2022
Job overview
- Verified accuracy of tracked hours in reports.
- Analyzed and prioritized technical schematics for tender opportunities.
- Provided dependable assistance across various office activities.
- Developed impactful connections through business partnerships.
- Completed bid documentation promptly for submission to generals.
- Executed complete payroll entries.
- Coordinated delivery of submittals to generals in timely manner for review.
- Delivered timely close-out documents to generals.
Wells Fargo Home Mortgage
Quality Assurance Analyst II, Auditing
07.2015 - 09.2017
Job overview
- Dispatched home preservation correspondence to borrowers.
- Supported OASIS team operations.
- Support provided to Home Preservation specialists.
- Delivered assistance to the letter team.
- Supported preparation of key reports for CEIL team, such as Metric 31.
- Reached out to various teams along with Quality Assurance 3's and 4's after finalizing reports for any necessary support.
- Completed work ahead of deadlines.
Wells Fargo Home Mortgage
Loan Servicing Specialist
10.2012 - 07.2015
Job overview
- Conducted loan audits to verify compliance with National Servicing Standard Guidelines for Wells Fargo.
- Offered assistance to Home Preservation Specialists.
- Completed tasks ahead of schedule efficiently.
- Audited loan records to ensure adherence to established servicing standards.
- Reduced number of non-compliant loans from over 3000 in October 2012 to 167 by May 15, 2014.
- Metric 19 saw a compliance level of about 85% upon team's inception.
- Upheld an exceptional compliance level above 97% throughout last one and a half years.
- Created Standard Operating Procedures to ensure consistent auditing across Wells Fargo.
- Managed comprehensive home mortgage portfolio.
- Conducted discussions about team processes and emerging trends for supported teams.
- Served as interim supervisor during primary's absence.
- Managed email communication efficiently through regular monitoring of team inbox.
- Acted as the go-to expert on Metric 19 for a wide range of investors.
- Completed daily report compilation tasks consistently.
- Facilitated equitable assignment of duties across the team.
Wells Fargo Home Mortgage
Home Preservation Specialist
09.2009 - 10.2012
Job overview
- Handled intricate customer service issues related to home mortgage modifications.
- Aid Wells Fargo staff in managing complex client service concerns.
- Managed interactions with third-party entities, including companies handling collections and lawyers focused on foreclosures.
- Guided newcomers in mastering essential customer service techniques.
- Scheduled and arranged office discussions.
Education
Des Moines Area Community CollegeAnkeny, IA
from Criminal Justice
University Overview
Skills
- Excellent written, interpersonal, and verbal communication skills
- Takes initiative and works independently
- 29 years of customer service experience
- Typing (55 WPM)
- Ability to meet deadlines and multitask
- Keen eye for detail and accuracy
- Proficient at managing files and information systems
- Quick Learner
- Computer proficient (Microsoft Office suite, proprietary project management and financial software)
- Strong problem solving and decision-making skills
- Patient confidentiality
- Initiative-taking
- Data entry proficiency
- Work prioritization
- Cultural sensitivity
- File maintenance
- Teamwork and collaboration
- Customer service
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Relationship building
- Office administration
- Computer proficiency
- Team building
- Data entry
- Filing systems
- Task prioritization
- Self motivation
- Documentation review
- CPR certified
- Professionalism
- Interpersonal communication
- Document preparation
- Continuous improvement
- Administrative support
- Telephone etiquette
- Professional demeanor
- Financial transactions
Timeline
Intake Receptionist
Clive Behavioral Health
06.2024 - Current
Mission advancement and HR Administrative Specialist
YMCA of Greater-Des Moines
09.2022 - 06.2024
Office Administrator/Payroll Specialist
Forrest & Associate, Inc.
02.2020 - 09.2022
Quality Assurance Analyst II, Auditing
Wells Fargo Home Mortgage
07.2015 - 09.2017
Loan Servicing Specialist
Wells Fargo Home Mortgage
10.2012 - 07.2015
Home Preservation Specialist
Wells Fargo Home Mortgage
09.2009 - 10.2012
Des Moines Area Community College
from Criminal Justice
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