MELISSA SANCHEZ
San Antonio,Texas
Summary
Dynamic Lending Operations Manager with a proven track record in operational risk management, process optimization, and team leadership. Expertise in driving continuous improvement initiatives to enhance customer experience and achieve operational objectives.
Overview
24
24
years of professional experience
Work History
Lending Operations Manager – VP Pre Foreclosure Referral
Wells Fargo Home Mortgage
San Antonio, USA
01.2024 - Current
- Manage Pre–Foreclosure Referral operations, including SCRA, Due Diligence, Foreclosure Avoidance, and Home Equity Referral teams responsible for loan processing, documentation, monitoring, and servicing.
- Led development of strategies and action plans for Lending Operations, targeting achievement of moderate to high-risk operational objectives.
- Drove continuous improvement by identifying process gaps and recommending risk control enhancements that strengthened Lending Operations.
- Designed and implemented Bank Supervision (BSP) platform logic, creating automated alerts that proactively identified process risks and acted as key operational controls.
- Demonstrated knowledge of risk management frameworks (RCSA) and their application to operational risk identification and control design.
- Interpret and develop policies and procedures for meeting compliance, risk management, and quality standards.
- Demonstrated ability to apply critical judgment to balance risk exposure, customer experience, and business objectives.
- Collaborate with and influence all levels of professionals, including experienced managers.
Lending Operations Manager – VP Home Preservation
Wells Fargo Home Mortgage
San Antonio, USA
01.2016 - 01.2024
- Manage end–to–end daily operations for a Home Preservation call center of up to 100 employees, including direct leadership oversight of 10 managers and supervisors.
- Led the Customer Interaction Program (CIP) to drive team engagement and enhance customer experience.
- Led Customer Experience group to elevate department Net Loyalty results.
- Identify performance trends and initiate targeted action plans to meet or exceed business objectives.
- Enhanced pipeline production and minimized performance metric failures through cross–functional collaboration with other lines of business.
- Monitor execution of operational risk testing/validation to mitigate risk to the business.
- Develop and implement monthly and annual individual performance reviews to drive accountability, growth, and performance improvement.
- Participated in strategic planning to reengineer the Quality Monitoring scorecard for a more consistent approach.
Loan Administration Manager II – Bankruptcy/Foreclosure Call Center
Wells Fargo Home Mortgage
San Antonio, USA
07.2010 - 01.2016
- Managed all daily operations of a specialty default call center, dealing with bankruptcy, foreclosure, risk management, and other default activities.
- Led performance improvement initiatives through hiring, recruiting, coaching, and development efforts to enhance team capabilities.
- Liaison and partner with the L&D group to develop learning strategies for all levels of team members and leaders; create learning paths and develop curriculums aimed at performance improvement.
- Project management experience including upstart activities, portfolio management, marketing liaison efforts and many others.
- Extensive Risk Mitigation and Compliance experience to include Audits, Quality Control, and process improvements/Gap Analyses. Compliance and audit support; policy and procedure review, implementation, and assessment.
- Managed high–impact foreclosure mitigation initiatives in targeted markets, delivering over $566MM in loss reduction through disaster response, reinstatement strategies, liquidation incentives, suspense fund resolution, and specialized resolution teams.
- Oversaw executive escalations and resolution line for high-value loans and VIP clients, effectively resolving elevated CCRG issues.
- Developed and maintained KPI and scorecard metrics to monitor performance and guide strategic decision-making.
- Pipeline management of escalated foreclosure loans at all stages of delinquency, research and resolution of highly elevated customer issues.
- Extensive knowledge of consumer credit and collections regulations, including Consumer Credit Code, Fair Credit Billing Act, Equal Credit Opportunity Act, FDCPA guidelines, HAMP credit policy (GSE and Non–GSE), bankruptcy practices, and Six Sigma efficiency principles.
- Provided mentorship to high-performing team members to prepare them for leadership roles.
- Partnered with multiple groups such as CCRG, Hardest Hit Funds, Cash, Research/Remediation, Short Sale and HPS to ensure efficiency of process through the implementation of the new department.
- Developed GEM reporting process for the Resolution team for automated processing.
Team Manager
JPMorgan Chase
San Antonio, USA
10.2002 - 05.2010
- Successfully led a team of over 20 Advisors and 2 Team Leads.
- Hired, trained and motivated employees to provide exceptional customer service and attain company financial targets.
- Managed credit card e-mail production for staff while achieving high level of personal business development.
- Proposed and presented methods to streamline processes, enhancing daily operations and resolving complex issues.
- Developed policies, procedures, and job aids for business unit to facilitate implementation of quality training materials.
- Conducted analysis of KANA database for process improvement of email production.
- Consistently maintained the highest level of compliance by adhering to credit card fraud regulations.
- Partnered with the Legal and Compliance team to obtain content approval for online banking.
Loan Administration Manager I
Wells Fargo Home Mortgage
San Antonio, USA
- Led a team of 10 Loan Servicing Specialists while working remotely.
- Instrumental in the roll out of the Bankruptcy Foreclosure Call Center Work from Home Program for the San Antonio site, which resulted in savings of over $580,000 over the course of 2013.
- Exceeded department goals in key metrics, including quality, adherence, average handle time, and outbound right party contacts.
- Interview, hire, train, and develop team members to exceed department standards.
- Contributed to strategic planning discussions with management team to define direction of Bankruptcy and Foreclosure Call Center, credit policy, and processes.
- Partner with other departments and business lines to ensure efficiency of process through the growth of a new department.
- Coordinated compliance activities in fast-paced environment to ensure adherence to Office of the Comptroller of the Currency consent order.
- Led the implementation of the Liquidation Call Center for the Client 512 portfolio.
- Actively participated in the Loan Modification Churn project for Client 512.
- Facilitated calibration meetings with partners to develop risk mitigation strategies for Client 512 across Loss Mitigation, HPS, Bankruptcy, Collections, Reinstatements, and Short Sale.
Education
Bachelor of Science - Business
The University of Texas at San Antonio
San Antonio, TX07-2026
Skills
- Risk management
- Process optimization
- Project management
- Operational compliance
- Data analysis
- Team leadership
- Customer service
Other Relevant Work Experience
- Various Quality platforms to include: Verint, NICE, and Witness.
- Proficient in Microsoft Office, MSP, LPS Desktop, BSP, IAM Workflow, WebQuery, ICMP, ERNG and ECAR.
Career Accomplishments
- Led and developed organizations of up to 100 employees, including managers, business analysts, team leaders, associates, and fully remote team members.
- Successfully managed leaders both vertically and laterally, driving alignment, accountability, and performance across multiple organizational levels.
- Served as Leadership Academy Site Administrator, supporting leadership development and succession planning initiatives.
- 20+ years of financial and customer service experience, including 10+ years in progressive people and operations leadership roles.
- Deep expertise across inbound and outbound operations, including Mortgage Servicing, Sales, Collections, Bankruptcy, Foreclosure, and Pre-Foreclosure.
- Oversaw end-to-end call center performance, including forecasting, scheduling, service-level management, dialer strategy, and workforce optimization.
- Drove risk mitigation efforts by aligning internal operations with regulatory and compliance requirements.
- Led cross-functional teams across operations, project management, and risk initiatives to deliver enterprise-level outcomes.
- Leadership training and certifications, including Situational Leadership, Enterprise Leadership Development Programs, multiple coaching certifications, and HR Management certification coursework.
- Active in the community and volunteer efforts.
Timeline
Lending Operations Manager – VP Pre Foreclosure Referral
Wells Fargo Home Mortgage
01.2024 - Current
Lending Operations Manager – VP Home Preservation
Wells Fargo Home Mortgage
01.2016 - 01.2024
Loan Administration Manager II – Bankruptcy/Foreclosure Call Center
Wells Fargo Home Mortgage
07.2010 - 01.2016
Team Manager
JPMorgan Chase
10.2002 - 05.2010
Loan Administration Manager I
Wells Fargo Home Mortgage
Bachelor of Science - Business
The University of Texas at San Antonio