Lauren Landini Click
San Diego,California
Summary
Accomplished and results-oriented people leader with 17 years of experience. Proven success in driving customer satisfaction. Exceptional leadership and communication skills enable effective collaboration with cross-functional teams and clients. Skilled communicator with a high attention to detail driven by a passion for creating positive interactions that drive business growth.
Overview
17
17
years of professional experience
Work History
Client Delivery Support Manager/Operations Manager
Bank of America
07.2017 - Current
- Lead a team of 15 client associates dedicated to account management and delivering exceptional customer service, fostering a high-performance fast paced culture and achieving collective goals
- Work with cross-functional teams including but not limited to Risk, Fraud, Business Systems, Underwriting, Legal, Marketing, Human Resources, Information Technology
- Cultivate and nurture strong relationships with Financial Advisors and Private Client Managers within Merrill Lynch and Private Bank channels as well as external relationships with key Executive partners to increase sales and seamless coordination to guarantee exceptional care for clients
- Manage projects, adding value and efficiency to get priority things done quickly and with quality: build reports, run analyses, build/present training, design workflows, manage processes
- Manage escalated customer concerns by conducting comprehensive investigations and orchestrating cross-departmental collaboration to deliver swift and optimal resolutions, ensuring our customers receive the highest level of contentment
- Achieved highest customer ratings in the company in 2021 and 2022, resulting in the highly coveted Valiant Award
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
Client Relationship Manager
The Morales Group
04.2009 - 07.2017
- Helped build, train, and manage a successful branch of Loan Officers, processors, and assistants
- Oversaw pipeline management, acting as the liaison between the sales and operations team to ensure all timelines and expectations were being met
- Created and implemented processes to streamline customer service and improve efficiency
- Drove sales data quality, monitored customer experience and identified trends
- Organized, developed, and managed all workflow systems for the entire loan process to ensure speed and efficiency
- Served as lead point of contact for all customer matters.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
Loan Processing Manager
Union Fidelity Mortgage
01.2006 - 01.2009
- Reviewed loan application and pre-underwrote files for preliminary approval or denial in accordance with guidelines
- Served as the primary point of contact for customers throughout their loan process, consistently delivering unparalleled customer service and addressing their needs with utmost dedication
- Created workflows and implemented necessary changes as needed to improve speed and accuracy in a constantly changing environment.
Loan Officer
Union Fidelity Mortgage
01.2005 - 01.2006
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Managed a diverse portfolio of loans while maintaining strong relationships with borrowers and referral partners.
- Conducted thorough credit analysis to minimize risk exposure for the financial institution.
Education
BA in Communications -
San Diego State University
01.2003
Skills
- Operations Management
- Policy Implementation
- Project Management
- Customer Relationship Management (CRM)
- Complex Problem-Solving
- Time Management
- Effective Communication
- Customer Relationship Management
- Problem Solving
- Emotional Intelligence
Timeline
Client Delivery Support Manager/Operations Manager
Bank of America
07.2017 - Current
Client Relationship Manager
The Morales Group
04.2009 - 07.2017
Loan Processing Manager
Union Fidelity Mortgage
01.2006 - 01.2009
Loan Officer
Union Fidelity Mortgage
01.2005 - 01.2006
BA in Communications -
San Diego State University
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