Luz M. Lebron
Tampa,Florida
Summary
Results-oriented professional with more than 16 years of success-leading loss mitigation background, equipped with specialized knowledge of collections management and customer care. Proven capacity to prioritize workload for optimum efficiency and work efficiently in a challenging environment where priorities change frequently to meet business needs. Highly organized with a strong attention to detail and capability to lead and consult with all levels of the organization up to and including executives.
Results-driven professional with extensive experience in leading divisions within dynamic environments. Known for strategic planning and team collaboration, ensuring high-quality outcomes. Reliable and adaptable, with strong focus on process improvement and effective communication.
Experienced with leadership in division management, ensuring alignment with organizational goals. Utilizes strategic planning and effective communication to drive team success. Track record of fostering collaborative environment and implementing process improvements.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Adept individual with more than Number years working as Manager for $Number revenue-generating business. Determined and experienced in mentoring and challenging team members to meet and exceed company goals.
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated Product or Service expertise, including competitive offerings, pricing, and market positioning.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Dynamic individual with hands-on experience in Area of expertise and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Division Leader – Pre-Litigation Operation
JP Morgan Chase
01.2019 - 01.2024
- Building networking connections while providing support with coaching and development, customer satisfaction, and new strategic initiatives. Committed to process improvements while mitigating loss and impact to day-to-day performance.
- Directed performance across Florida, Texas, AZ including coaching and development of peers to improve strategies and reinforce performance both Post Charge Off Portfolio and Pre-Litigation.
- Oversaw managed support staff (Officers in Charges, Job Coaches, and Development Center Coaches.) Most recently, recreated SP to align the entire IRU to reduce error rate, by reducing the manual input, allowing the report to tabulate the numbers.
- Directed and responsible for collecting a total of $16.5MM with a team consistent of frequent new hires, while sustaining $1.6MM monthly average.
- Spearhead all onboard hiring and develop talent for Pre-Lit, Internal Recovery Unit, and Team Leaders.
- Increase the growth from 100 to 300 seats across three locations, Tampa, FL Tempe, Arizona, San Antonio Texas.
- Manage all the performance LMOS in Pre-Lit which follows our Business Model, partner with leaders and specialists to strategize, measure, collect data, and implement the change needed to ensure they align with our collection strategies and efficiency. Communicate and present these changes to Direct Leader, and VP.
- Evaluated all the performance LMOS in Pre-Lit which follows our Business Model, partner with leaders and specialists to strategize, measure, collect data, and implement the change needed to ensure they align with our collection strategies and efficiency. Communicate and present these changes to Direct Leader, and VP.
- Manage and recommend system features that will benefit our team members. Worked with internal partners, and developers, on timing and effective execution to ensure changes would have minimal impact on the entire IRU P/O DEPT.
- Oversaw all escalations situations from DL, and VP. Most recently, spearheaded the TLO project with a success rate of 62%, yielding positive results, which senior leadership will start deploying and portfolio.
- Guided all Senior Leaders to execute and provide resolutions to sensitive HR cases, lead management huddles, and manage projects.
Bayview Asset Management LLC
01.2015 - 01.2017
Manager - AVP Customer Relations
HSBC BANK
01.2004 - 01.2015
- Strengthened professional working relationships with customers and clients and developed a wide range of initiatives to improve operational effectiveness. Spearheaded a team of managers and supervisors to achieve organizational goals and established KPIs, encompassing quality management, compliance, employee engagement, customer satisfaction, and time management. Proactively functioned as a project manager to plan and accomplish multiple projects and associated activities to meet the company’s SLA guidelines.
- Successfully identified and mitigated CFPB potential risks by resolving sea complaints, as well as developed and provided coaching methodologies to managers and supervisors for enhancement of measurement success and opportunities.
- Led all aspects of site management for three major sites, including Fort Lauderdale FL, Coral Gables Miami, and Hurst Texas; effectively oversaw residential new loans boarding investors, such as CITI DSI, Fannie, and Bank of America.
- Directed monthly business review to access site performance, which resulted in top 10% for FL and Miami on performance and quality; within a few months, Texas and FL teams remained as the #1 performer teams.
- Mobilized the implementation of the DSI for the Citibank portfolio to include partnering up with the telephony and analytical team for scripting and deployment. In addition, oversight of the testing and creating the associated controls and procedures.
- Guided in concept mapping matrix ideas by engaging different businesses to execute the vision to quantify employee performance.
Loss Mitigation Manager
HSBC BANK
01.2004 - 01.2015
- Managed staff and carried out a variety of supervisory responsibilities in accordance with the organizational policies, including staff recruitment and training, assigning day-to-day work, appraising performance, and addressing complaints. Directed a team of diverse platforms from front end to foreclosure and acted as SME to improve workflow standards for HSBC bank. Worked as an Officer in Charge in the absence of a department head to manage customer care department and loss mitigation operations.
- Received “Peer to Peer” Award for leadership in driving results, while helping others to succeed and maintaining a proven team record of number one in quality and performance metrics.
- Headed a team of 16 employees for daily operations of collections department and functioned in close collaboration with Fannie Mae and Freddie Mac on premier portfolio and loss mitigation treatments.
- Ensured full compliance with all federal and state laws, aligned with collections and employment policies or procedures.
- Communicated with third-party vendors regarding audit findings, procedures, and business objectives.
- Planned and conducted training sessions on residential loans to include Fannie Mae and Freddie Mac loss mitigation procedures and provided feedback on performance through side-by-side coaching to achieve performance objectives.
Education
Bachelor of Arts - Business Finance
University of South Florida
Tampa, FloridaSkills
- Microsoft Office Suite (Word, Excel, PowerPoint), Mortgage Service, LPS, Coach, FISERV, Aspect Dialer, TLO, Tablue, Fluent Spanish LMOS Certified, Ribbon Dialer
Affiliations
- Current Member, Toastmasters, Tampa, Florida, 2012 to Present
- Planned and executed several philanthropic events, which included junior achievements teaching at elementary schools.
- Volunteer, United Way, 2002 to Present
- Actively participated in food drives and Paint Your Heart Out events.
Professional Development
- Attended Institute of Banking seminars and courses pertaining to collections, recovery, litigation, and foreclosure
- Situational Leadership, LMOS Lean Management, Six Sigma, Crucial Conversations, Anti Money Laundering Principals, FDCPA Adherence
- Leadership ongoing Courses, Budgeting, Diversity and Inclusion
Areas of Expertise
- Assets Loss Prevention and Risk Mitigation
- Staff Coaching and Development
- Collections and Employment Policies
- Time and Resource Management
- Cross-functional Team Building and Leadership
- Strategic Planning and Execution
- Federal and State Laws Compliance
- Exceptional Customer and Client Service
- Problem Analysis and Resolution
- Long-term Relationship Management
Accomplishments
- Achieved Result by introducing Software for Type tasks.
- Collaborated with team of Number in the development of Project name.
- Achieved Result by completing Task with accuracy and efficiency.
- Resolved product issue through consumer testing.
Certification
- Area of certification Training - Timeframe
- Area of certification, Company Name - Timeframe
- CM - Certified Manager Certification
Languages
Spanish
Full Professional
Timeline
Division Leader – Pre-Litigation Operation
JP Morgan Chase
01.2019 - 01.2024
Bayview Asset Management LLC
01.2015 - 01.2017
Manager - AVP Customer Relations
HSBC BANK
01.2004 - 01.2015
Loss Mitigation Manager
HSBC BANK
01.2004 - 01.2015
Bachelor of Arts - Business Finance
University of South Florida