Dorian Lozano
Manager, Performing Charge Offs
Tempe,AZ
Summary
Operations leader with experience driving performance, process improvement, compliance, and cross-functional initiatives within a high-volume financial services environment. Skilled at leveraging data to identify opportunities, implement operational controls, mitigate risk, and influence team members to achieve business objectives. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes.
Overview
5
5
years of professional experience
Work History
Manager, Performing Charge Offs
Bridgecrest
Mesa, AZ
03.2025 - Current
- Monitored KPI performance trends of over 25 employees to identify operational gaps, optimize team execution, and achieve measurable progress in charge-off workflow.
- Cultivated cross-functional collaborations to synchronize business initiatives with customer-centric decision-making and guarantee uniform execution across departments.
- Established multiple process improvements and controls aimed at maintaining regulatory compliance, minimizing operational risk, and enhancing audit preparedness.
- Created and upheld SOPs and training materials for procedural standardization, facilitating new-hire onboarding, and improving operational consistency across team.
- Led team meetings to align key objectives, promote positive morale, and maintain an efficient feedback loop between leadership and employees.
- Delivered notable performance outcomes, including increasing agent AutoPay enrollment rates by 20%+, reducing QC errors to zero for multiple months, successfully launching Pega to streamline workflow efficiency, and reforming agent talk‑offs through the World Class Customer Experience initiative, resulting in multiple top‑performing agents.
Team Lead, Loss Prevention Specialty
Bridgecrest
Mesa, AZ
01.2024 - 03.2025
- Analyzed departmental KPI reports to identify coaching opportunities, strengthen team performance, and drive continuous improvement.
- Partnered with RVT and repo vendors to resolve assignment discrepancies, ensuring accuracy and timely case completion.
- Led team meetings focused on strategic planning, problem‑solving, and cross‑department alignment to support organizational goals.
- Facilitated in-person onboarding sessions in both Mesa and Dallas for new hires, reinforcing company culture, compliance expectations, and operational best practices.
- Worked across both departments to provide optimal coverage, meet performance goals and bridge processes for efficiency.
- Collaborated with leadership to close skip‑to‑repo process gaps, driving a 25% increase in recovery rates.
Specialist, Reinstatements
Bridgecrest
Mesa, AZ
08.2022 - 01.2024
- Assisted recently repossessed customers by explaining available options and guiding them through the steps to regain their vehicle.
- Coordinated with vendors regarding personal property retrieval, vehicle transport, and release logistics to ensure timely customer resolution.
- Developed training materials and resources to effectively onboard new cross‑site team members and standardize processes.
- Served as the team's go‑to subject matter expert, providing guidance and support to colleagues on complex reinstatement and repossession cases.
Specialist, Customer Relations
Bridgecrest
Mesa, AZ
01.2021 - 08.2022
- Managed phone-based complaints and escalated calls to promote customer satisfaction while fulfilling business objectives.
- Handled escalated customer matters such as executive complaints, social media reviews, and BBB disputes, securing timely resolutions and sustaining superior service standards.
- Resolved customer inquiries, ensuring timely and accurate responses to enhance satisfaction.
- Designed cross-site training resources aimed at enhancing competencies of both new and experienced customer relations specialists.
- Analyzed call data to identify improvement opportunities and strengthened our voluntary surrender talk‑off process, reducing voluntary surrenders by 15%.
Education
High School Diploma -
Red Mountain High School
Mesa, AZ05.2018
Skills
- Clear communication skills
- Employee performance evaluation
- Policy development
- Recruitment and evaluation skills
- Statistical analysis
- Leadership skills
Timeline
Manager, Performing Charge Offs
Bridgecrest
03.2025 - Current
Team Lead, Loss Prevention Specialty
Bridgecrest
01.2024 - 03.2025
Specialist, Reinstatements
Bridgecrest
08.2022 - 01.2024
Specialist, Customer Relations
Bridgecrest
01.2021 - 08.2022
High School Diploma -
Red Mountain High School