Gabriela Pimentel
Rockwall
Summary
Results-driven operations leader with 10+ years of experience scaling teams and improving performance in financial services environments. Demonstrated success in reducing costs, streamlining processes, and leading high-volume remote teams while maintaining strong quality and compliance standards. Expertise in loan operations, team development, and cross-functional execution, with a focus on driving efficiency and delivering measurable business impact.
Overview
10
10
years of professional experience
Work History
Customer Service Leader
Reprise Financial
Irving
08.2024 - Current
- Manage daily operations for a high-volume remote call center supporting both U.S. and offshore (BPO) teams, overseeing performance for 20–80+ agents across chat and call channels
- Lead training initiatives including new hire onboarding, credit bureau education, and ongoing process refreshers to improve agent performance and compliance
- Conduct regular coaching sessions and call calibrations, providing targeted feedback to drive quality, efficiency, and conversion improvements
- Monitor team performance through reporting and analytics, identifying trends and implementing process improvements to optimize workflow and productivity
- Support end-to-end loan origination processes, including credit evaluations (“hard pulls”), document verification, and customer onboarding
- Act as escalation point for complex customer and agent issues, ensuring timely resolution and adherence to company standards
- Partner with leadership to implement structural changes, including restructuring team assignments to improve workload distribution and operational efficiency
- Assist in rollout and support of new business initiatives (e.g., dealership loan programs), adapting workflows and training teams on evolving processes
- Maintain strong cross-functional collaboration with underwriting, titles, and sales teams to ensure seamless customer experience
Head of Processing Department
700 Credit Repair
Rockwall
04.2016 - 12.2025
- Led and managed the processing department, overseeing end-to-end workflows to ensure timely and accurate file completion
- Transitioned processing operations fully in-house, reducing vendor costs by ~50% while improving turnaround times
- Trained and developed new processors, establishing standardized procedures and quality expectations
- Reviewed and tailored credit bureau disputes based on individual customer profiles to improve outcomes
- Collaborated with lenders and realtors to support customers through the financing process and increase approvals
- Maintained compliance, documentation accuracy, and up-to-date pipeline tracking across all active files
Mortgage Loan Officer Assistant
Frontline Financial
St. George
06.2021 - 04.2022
- Assisted loan officers with client documentation and application processing.
- Coordinated communication between clients and financial institutions for mortgage inquiries.
- Maintained organized loan files and ensured compliance with industry regulations.
Education
GED
Salt Lake City, UTSkills
- Operations Management
- Process Improvement
- Team Leadership & Training
- Loan Processing & Credit Analysis
- Performance Management & Coaching
- Cross-Functional Collaboration
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Service Leader
Reprise Financial
08.2024 - Current
Mortgage Loan Officer Assistant
Frontline Financial
06.2021 - 04.2022
Head of Processing Department
700 Credit Repair
04.2016 - 12.2025
GED