Lauren Johnson
Shawnee,KS
Summary
Dedicated to offering exceptional assistance to team members and clients. Skilled at clerical functions, improving systems and analyzing data. Positive and upbeat with strong relationship-building abilities.
Overview
12
12
years of professional experience
Work History
Receptionist / Revenue Optimization Support
Acendas Travel
08.2023 - Current
- Responsible for daily auditing of each property in 600 Hotel programs for correct hotel booking information.
- Demonstrated effective communication leading to increased responsiveness and an increase of $150000.00 in revenue within 60 days.
- Improved excel workbook efficiency for hotel program management to 94% within 4 months.
- Tracked important information in Excel spreadsheets and ran reports or generated graphs using data.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Answered phone promptly and directed incoming calls to correct offices.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Processing Manager
KNOCK LENDING LLC
07.2022 - 10.2022
- Managed team of 15 people, 100% remote in 3 different time zones to work cross-functionally daily with 5 peer teams
- Created standardized training program and process guide to ensure protocol and procedures met and followed
- Evaluated processes to look for ways to streamline and increase efficiency and improve accuracy
- Conducted weekly pipeline calls with individual reports to manage processing/underwriting quality and timelines
- Analyzed Operations call audits ensuring alignment with policies and maintained professionalism
- Resolved customer service escalation calls
- Exceeded KPI's by hitting 100% during 1st quarter of employment.
Processing Manager
ALPHA MORTGAGE
10.2019 - 02.2022
- Lead team of 35 processors, 100% remote across the country
- Developed call script for phone and email correspondence to align with company expectations
- Designed and facilitated weekly training program to grow our own talent and consistency amongst team members
- Professionally handled call escalations
- Implemented strategic partner calls to ensure service level agreements met for internal and external customers.
Processing Manager
KS STATEBANK
10.2017 - 09.2019
- Ensured necessary documents and notation was entered into company CRM system accurately and in a timely manner
- Reviewed team members phone and email interactions to assure agents are following company scripts and protocol to assure customer satisfaction
- Analyzed call quality for coaching opportunities and call escalation resolution
- Monitored employee metrics and procedures for adherence by employees, ensuring service level agreements met on time
- Contributed to business growth by confirming customer satisfaction with service and quality
- Partnered with training and operational leaders to develop strategies to enhance customer experience.
Market Operations Manager
MOBANK
09.2016 - 09.2017
- Focused on reducing compliance errors by eliminating regulatory deficiencies from 13% to 0% in one month
- Implemented processes and controls to reduce regulatory findings
- Analyzed Operations call audits ensuring they align with policies and maintained professionalism
- Resolved customer service escalation calls
- Effectively revamped inter-office relationships to ensure optimal production and customer satisfaction.
Processing Manager
US BANK
06.2012 - 09.2016
- SME for processing system and tester for product rollouts to ensure functionality and met design expectations
- Lead region in exceeding company wide metrics by monitoring performance and output
- Evaluated processes to look for ways to streamline and increase efficiency and improve accuracy and efficiency
- Analyzed Operations call audits ensuring they align with policies and maintained professionalism
- Resolved customer service escalation calls.
Education
High School Degree -
St. Thomas Aquinas High School
Overland Park05.1996
Skills
- Collaboration
- Conflict Resolution
- Internal Audits
- Team building
- Project Management
- Incident management
- Management
- Customer Analysis
- Verbal and written communication
- Customer/Client relations
- Data inputting
Timeline
Receptionist / Revenue Optimization Support
Acendas Travel
08.2023 - Current
Processing Manager
KNOCK LENDING LLC
07.2022 - 10.2022
Processing Manager
ALPHA MORTGAGE
10.2019 - 02.2022
Processing Manager
KS STATEBANK
10.2017 - 09.2019
Market Operations Manager
MOBANK
09.2016 - 09.2017
Processing Manager
US BANK
06.2012 - 09.2016
High School Degree -
St. Thomas Aquinas High School
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