Lauren Rezendes
Brentwood,CA
Summary
Skilled Site Center Manager knowledgeable about operational needs and team leadership. Highly trained and experienced with 20+ years in the field. Excellent planning and problem-solving abilities.
Overview
13
13
years of professional experience
Work History
Site Regional Ops Center Mgr.
US Bank
03.2018 - 04.2022
- Retail Fulfillment center including all facets of Customer Service, lending, processing, closing and underwriting personnel.
- Worked to increase closing on month-to-month basis with numerous Regional Sales Managers
- Ensuring compliance and Quality Control exceeds with all appropriate bank policies, reducing quality errors in QA/QC audits to below corporate mandate of 2% averaging below 1% threshold.
- Established/continued strong communication protocol with Sales Partners to achieve Superior Customer Service ratings.
- Met and maintained Service Level Agreement with published turn times for all areas of service.
- Managed escalations throughout center with ongoing communication with Corp liaisons
- Motivational team building to exceed targeted monthly funding projections.
- Managed work and performance of more than 50 employees
Western Div. Sr. Operations Mgr.
TIAA Bank (EverBank)
04.2012 - 01.2018
- Start up and management of Retail Fulfillment Division including all facets of lending, Customer Service, servicing eight West Coast States with minimal supervision
- Maintained quality by analyzing, designing, enforcing administrative policies and procedures by establishing and enforcing operational standards along with Federal Regulations
- Reducing quality errors in QA/QC audits
- Maintained 2018 YTD average for site of 97.4% which was highest in nation for retail sites.
- Developed strong effective communication with Business Partners
- NPS Score exceeded Corporate Goal of 70% with 73% average.
- Consistently met corporate set Service Level Agreement with published turn times for all areas of service
- Handle escalations throughout center
- Recruitment and providing leadership direction for development of top talent
- Manage expenses while working to meet corporate goals.
Site Regional Ops Center Mgr.
MetLife Home Lending
02.2011 - 04.2012
- Development/restructure of Retail Fulfillment center including all facets of lending including set up, processing, closing and underwriting personnel.
- Increased overall production numbers moving from 16th in monthly funding to top 10 nationwide in December.
- Ensuring compliance with all appropriate bank policies, reducing quality errors in QA/QC audits to below corporate mandate
- Established strong communication protocol with Sales Partners to achieve Superior Customer Service ratings
- Met and maintained Service Level Agreement with published turn times for all areas of service.
- Managed escalations throughout center including but not limited to underwriting arbitrations and priorities.
- Performed motivational team building to exceed targeted monthly funding projections.
Lending Manager
Wells Fargo Home Mortgage
03.2009 - 02.2011
- Management of underwriting/processing team in making sound decisions on wide range of products, increasing FTE count to 14.9 per FTE on funded loans and keeping material findings at zero for previous eleven months
- Ensuring team underwriting and customer service SLAs are met with purchase transactions consistently within 48 hour posted turn time.
- Approving loans within established loan approval limits, ensuring compliance with all appropriate bank policies and regulations being met.
- Working with business unit managers to meet servicing needs and making along with recommending adjustments to provide improved turnaround times and customer service, keeping Customer Service ratings above 90%
- Providing guidance/training to team on all transactions as necessary
- Manage difficult situations with customers and provide clients with information and advice
- Performed team mentoring, load leveling, coaching, hiring, along with Performance write ups including terminations.
Education
California Real Estate License -
California Real Estate License
03.2023
Some College (No Degree) - Business
Los Medanos College
East BaySome College (No Degree) -
P Priest Business College
East BaySkills
- Business Development
- Sales Expertise
- Account Management
- Client Correspondence
- Coaching and Mentoring
- Operations Management
- Business Leadership
- Records Organization and Management
- Process Development and Streamlining
Timeline
Site Regional Ops Center Mgr.
US Bank
03.2018 - 04.2022
Western Div. Sr. Operations Mgr.
TIAA Bank (EverBank)
04.2012 - 01.2018
Site Regional Ops Center Mgr.
MetLife Home Lending
02.2011 - 04.2012
Lending Manager
Wells Fargo Home Mortgage
03.2009 - 02.2011
California Real Estate License -
California Real Estate License
Some College (No Degree) - Business
Los Medanos College
Some College (No Degree) -
P Priest Business College
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