Lizeth Caldera Thies
Austin,TX
Summary
Senior loan operations leader with expertise in LOS support, workflow optimization, and team development. Known for stakeholder management, issue resolution, and translating user feedback into process improvements that strengthen adoption and service quality.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Senior Manager, Loan Operations
Motto Franchising LLC, RE/MAX
Denver, CO
04.2021 - Current
- Supported loan operations team in servicing mortgage franchise users and internal loan processors within company loan origination system (LOS), enhancing service delivery.
- Built broker and loan originator relationships through ongoing phone, Zoom, annual company conference, and broker coalition event conversations, capturing firsthand insight into system pain points, unmet needs, and customer experience opportunities.
- Collected and documented feedback from external and internal LOS users, outlining issue frequency, affected users, business impact, and potential compliance implications to guide product prioritization.
- Partnered with product stakeholders to identify confusing workflows and system improvement opportunities, turning user input into clear recommendations that improved usability and streamlined mortgage origination.
- Liaised among franchise users, internal operations, education, and product teams to align system capabilities with business needs, fostering consistent LOS utilization.
- Trained loan operations specialists and developed internal training documentation, strengthening team knowledge and standardizing support practices.
- Managed ticket escalation and resolution processes, delivering accurate and consistent responses while flagging recurring issues needing added training or product updates.
- Worked with education team to create external job aids and user guides that addressed recurring questions, improved user understanding, and supported consistent system adoption.
Loan Operations Specialist
Motto Franchising LLC, RE/MAX
Denver, Colorado
10.2019 - 04.2021
- Developed Encompass LOS training focused on motto workflow, enhancing user adoption and proficiency.
- Coordinated on-demand sessions covering origination, processing, reconciliation workflows.
- Managed high volume of tickets within loan operations team.
- Diagnosed Encompass defects and resolved error messages to restore user access.
- Curated and maintained comprehensive workflow job-aid library, video tutorials, and webinars to support Encompass users.
Education
Bachelor of Science - Psychology
Metropolitan State University of Denver
Denver, CO05-2026
Skills
- Loan Operations & Team Leadership
- LOS support
- Workflow optimization
- Requirements gathering
- Stakeholder management
- Customer feedback analysis
- Customer Onboarding & Product Adoption
- Customer training
Certification
- Product Operations certified by the Pragmatic Institute
Timeline
Senior Manager, Loan Operations
Motto Franchising LLC, RE/MAX
04.2021 - Current
Loan Operations Specialist
Motto Franchising LLC, RE/MAX
10.2019 - 04.2021
Bachelor of Science - Psychology
Metropolitan State University of Denver