Kelsey Cooling

Experience

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  Carriage Court LLC

  May 2011 - May 2013

  Customer Service Coordinator

  -Answered phone calls and directed callers to correct representative-Assisted with financial reporting and marketing correspondence, managed and edited company website-Coordinated appointments and met with prospective clients to show available apartments/townhomes

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  Giordano's - Famous Stuffed Pizza

  May 2013 - Sept 2016

  Server

  - Provides exceptional customer service based on company policy and procedure in a fast pace environment- Creates inviting dining experience to customers that reflects the Giordano's image- Trains new employees on company policies and responsibilities - I was hired at an entry level position and promoted to three more ranks until becoming a server around a year ago.

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  Groupon

  Sept 2016 - Sept 2017

  AP Analyst

  o Handles VAT analysis (Value added Tax)-ensuring that all vendors are up to regulations for both North American and European Tax laws.o Handles all issue resolution and researching discrepancies around individual vendors and payments/accounting for inventoryo Handles remittance reporting and analysis in Excel (managed through utilizing Vlookups, Pivot Tables and being able to sort data through formulas and basic macros) while also extracting required reporting from NetSuite

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  Crown Castle

  Sept 2017 - Jan 2022

  Head of operations for district-wide microtrenching legislation reform initiative for the City of Chicago, including weekly meetings providing progress updates to upper management and stakeholders. Manages multiple cross-functional teams using an agile mindset to adhere to the constant iterations required to determine new plans of action and pursuing new avenues to aid in city reforms.• Lead operations representative for FlexNAP, a company-wide pilot program focusing on R & D and cost savings. Provides weekly project health insights to upper management and stakeholders. Worked in collaboration with our field sales team to bring new clients onto this new construction method helping with marketing strategy and solutions to generate business opportunity. Manage reporting on forecast revenue, profitability, and cost savings.○ Adopted Scrum methodologies to improve team performance in the iterative environment that is required for the legislative reform process in the City of Chicago Set up operational metrics for the Central Region to allow more efficient analyzing of key metrics and customer feedback to enable the region to develop insights and determine strategic recommendation● Set up operational metrics for the Central Region to allow more efficient analyzing of key metrics and customer feedback to enable the region to develop insights and determine strategic recommendations during Quarterly Business Reviews and assist with Annual Planning. ○ Performed SQL queries to connect PowerBI directly to Crown Castle proprietary database, improving business decisions by providing real-time data Show less Manages regional project reporting for Design & Construction teams, including forecast vs commitments and project health. Organizes, analyzes, and presents data on a monthly basis for Central Region Operation Meeting.Manages data integrity, forecasting, and reporting for all design and construction metrics in the TMO3 (consisting of 2,333 nodes with $285M budget). • Implemented weekly Quality Control (QC) Reports of SmartSheets platform, improving data integrity for the Chicago district in fiber optics reporting. • Spearheaded the region in adopting new tracking procedures to align metrics with national standards, creating more consistent and reliable data for operational analytics o Directly contributed to this initiative in the Chicago market by adjusting the district’s database formulas and data flow ensuring optimal operator usability. In addition, created, implemented, and trained teams within the area on the new SOPs. • Oversees the Chicago District’s Diversity Expansion Program, which seeks to foster long-term sustained inclusion of diverse supplies by increasing tier 1 & 2 diverse spend above the company’s national standard, expanding diverse supplier pool, and structuring reporting cycle time for tier 1 and tier 2 spend. Show less

  • Operations Manager

    Sept 2021 - Jan 2022

  • Network Construction Manager/Project Manager

    Apr 2019 - Jan 2022

  • Project Coordinator

    Sept 2017 - Apr 2019
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  Computershare

  Jan 2022 - Jul 2024

  IT Project Manager

  Manage the planning, implementation, and delivery of assigned programs or large-scale projects in relation to time, budget, and quality requirementsTrack, monitor, and drive the realization of benefits of project delivery using appropriate metrics and measuresChange management – evaluation of scope and scale of the anticipated change, implementation of change and transition plans, and the delivery of technology strategy and solutions.End-to-end management, implementation, and transitional activities associated with several projects and initiatives.Initiate, lead and drive continuous improvement initiatives across processes and tools within the portfolio management space.● Managing the implementation of organizational rebrand to Newrez LCC as contingency requirement for the $720 M acquisition of Computershare's US branch Specialized Loan Servicing.● Managed Resolution of Critical Priority One Incident : Remediating $3M in Incorrectly Assessed Charges○ Conducted a detailed financial impact complex analysis, revealing that $1.5M had already been paid by borrowers, while the remaining $1.5M was assessed but not yet paid. This insight allowed for the implementation of a stop the bleeding strategy to prevent further incorrect charges. Ensured timely corrections to borrowers in every remediation category before the next BD1 to prevent an influx of borrowers paying incorrect late charges.● Managed the US organization's MS365 migration from on prem to cloud enterprise : Exchange Online, One Drive, MS Team Phone, and Citrix Automatic Secure Login● Managed the standup of reporting structure for our client (SoFi Technologies) coordinating a new server setup to generate data feeds ensuring data compatibility for client's ingestion process pushing data at hourly frequency working. Generating hard cost saving $200K annually.● Career Development: Mentoring two team members in the PMO, focusing on upskilling data analytics and interpersonal skills. Show less

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  Newrez LLC

  Jul 2024 - now

  Senior Technical Project Manager