LISA CALZONCIT
Pipe Creek
Summary
Change Management and Organizational Development expert with over 12 years of experience in applying Industrial-Organizational Psychology to facilitate transformation in financial services. Specializes in organizational behavior and workforce performance optimization, utilizing evidence-based interventions. Demonstrated success in stakeholder engagement, training needs assessment, and developing competency-based training programs that improve employee performance. Proficient in behavioral science methodologies for risk assessment and process improvement, fostering high-performance team cultures that enhance operational efficiency and audit results.
Overview
12
12
years of professional experience
Work History
Non-Injury Auto Insurance Adjuster
USAA
San Antonio
01.2018 - 01.2020
- Managed and finalized auto insurance claims with precision, executing comprehensive accident investigations and crafting robust claim narratives.
- Facilitated equitable settlements while sustaining customer satisfaction and meeting regulatory requirements.
- Applied analytical skills to assess damages, determine liability, and negotiate settlements that balanced company risk with customer needs.
- Displayed resilience and strategic thinking in challenging scenarios requiring prudent judgment and informed decision-making.
Mortgage Underwriter
USAA
San Antonio
01.2017 - 01.2018
- Analyzed and evaluated multifaceted mortgage applications by consolidating financial statements, credit histories, income documentation, and risk indicators to achieve prudent credit decisions.
- Maintained regulatory compliance across all loan decisions, while optimizing portfolio quality alongside strategic growth objectives.
- Investigated and assessed market trends in mortgage lending, employing data-driven insights to steer strategic recommendations.
- Clarified advanced financial and lending topics for broad client groups, creating exact, compliant documentation.
Business Control Specialist
USAA
San Antonio
01.2015 - 01.2017
- .Developed and implemented business control frameworks that enhanced governance, optimized cross-functional workflows, and minimized operational risk exposure across multiple business units.
- Enhanced compliance protocols and audit readiness, driving measurable improvements in audit outcomes and regulatory adherence.
- Collaborated with executive leadership to evaluate organizational risk exposure and formulate proactive compliance solutions ensuring adherence to regulatory standards.
- Introduced standardized documentation and policy frameworks that facilitated knowledge transfer, improved audit readiness, and augmented transparency across business units.
- Facilitated communication during major systems and process transitions, translating technical and regulatory requirements into practical actions for frontline teams.
- Orchestrated cross-functional meetings, training sessions, and change management workshops, empowering staff and leaders with tools for effective navigation of new processes and the adoption of best practices.
- Championed organization-wide projects aimed at refining workflows, bolstering communication strategies, and integrating operational practices across mortgage, claims, and business operations.
Facilitator (Team Communication & Training)
USAA
San Antonio
01.2015 - 12.2015
- Designed and conducted comprehensive training initiatives for over 120 loan officers, facilitating effective role transitions, and strengthening organizational culture.
- Designed instructional materials and knowledge transfer resources that optimized employee performance and minimized onboarding duration.
- Implemented best practices ensuring regulatory compliance and operational consistency across diverse business units.
- Engaged stakeholders to assess training needs and implement targeted solutions addressing skill gaps and enhancing process efficiency.
Mortgage Loan Officer
USAA
San Antonio
01.2008 - 01.2015
- Facilitated the mortgage application process for clients, offering personalized insights, and cultivating trust with clear communication.
- Oversaw the loan pipeline while fostering relationships with clients, real estate professionals, and internal stakeholders.
- Provided exceptional customer service while ensuring documentation adhered to regulatory requirements and company standards.
Education
Master of Business Administration - Organizational Behavior, Industrial-Organizational Psychology
University of The Incarnate Word
San Antonio, TX12-2023
Bachelor of Arts - Leadership Studies, Organizational Development, Team Dynamics
University of The Incarnate Word
San Angelo, TX12-2021
Doctor of Philosophy - General Psychology, Industrial-Organizational Psychology
Grand Canyon University
Phoenix, AZSkills
- Change Management
- Risk analysis
- Organizational Transformation
- Process Improvement
- Risk Mitigation
- Stakeholder Engagement
- Training & Development
- Regulatory Compliance
- Business Process Optimization
- Cross-Functional Collaboration
- Project Management
- Data Analysis
- Strategic Planning
- Policy Development
- Quality Assurance
- Continuous Improvement
- Microsoft Office Suite
- CRM Platforms
- Document Management Systems
- Desktop Underwriter
- Loan Prospector
- Risk Analysis Tools
- Zoom
- Microsoft Teams
- Slack
- Google Workspace
- DocuSign
- OneDrive
- Dropbox
- Process Optimization
- Risk Assessment
- Decision-Making
- Facilitation
- Training Development
- Communication
- Conflict Resolution
- Emotional Intelligence
- Adaptability
- Critical Thinking
- Time Management
- Project Coordination
- Claim investigation
- Policy interpretation
- Regulatory compliance
- Customer relationship management
- Settlement negotiation
- Decision making
References
References available upon request.
Timeline
Non-Injury Auto Insurance Adjuster
USAA
01.2018 - 01.2020
Mortgage Underwriter
USAA
01.2017 - 01.2018
Business Control Specialist
USAA
01.2015 - 01.2017
Facilitator (Team Communication & Training)
USAA
01.2015 - 12.2015
Mortgage Loan Officer
USAA
01.2008 - 01.2015
Master of Business Administration - Organizational Behavior, Industrial-Organizational Psychology
University of The Incarnate Word
Bachelor of Arts - Leadership Studies, Organizational Development, Team Dynamics
University of The Incarnate Word
Doctor of Philosophy - General Psychology, Industrial-Organizational Psychology
Grand Canyon University
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