Hi, I’m
Yajaira Lugo
Atlanta,GA
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Summary
Committed to financial empowerment and successful outcomes for all. Proven in operations management with strong personal responsibility. A skilled motivator and leader, adept at aligning teams with the organization's vision and mission to achieve production and impact goals. Experienced in team management and development, fostering innovation and collaboration. Proficient in cross-geographical teamwork, dedicated to quality programs and data-driven evaluations. Detail-oriented, organized, and an effective communicator, deeply dedicated to Operation HOPE's mission and principles.
Overview
13
years of professional experience
Work History
Operation HOPEAtlanta, GA
Senior Financial Wellbeing Coach
11/05/18 - Current (6 years & 6 months)
Job overview
- To reduce pandemic-related turnover in Team Truist, I fostered a strong culture that reflects our core values and emphasizes the importance of each coach. This was achieved by celebrating achievements, milestones, birthdays, anniversaries, and organizing virtual team-building events
- As the credit lead, I provide ongoing support and guidance for the development of each financial coach through regular communication, collaborative problem-solving, relevant education, and one-on-one meetings to implement best practices.
- As Senior Team Lead, I aid coach development to improve the client experience through role-play, workflow assessment, and recommended improvements.
- Regularly discuss production and impact goals for every FWC with David to devise strategies for enhancing the Truist partnership.
- Helped create and implement a new team structure, providing continuous guidance and role-specific training for financial coaches, promoting interdepartmental communication, streamlining the coach transition process, and supporting subject leads in their professional development at Operation HOPE. .
- Facilitated marketing information comprehension and communicated updates to Team FIRE to ensure Operation HOPE branding and collateral standards are met.
- Supported the Learning Department in creating educational content and resources relevant to a FWC's role and success within their roles.
- Collaborate with David and other Team FIRE Leads to set training objectives that align with the strategic plan, aiming for an ambitious yet attainable balance.
MiLENDAtlanta, GA
Licensed Mortgage Loan Officer
03.2017 - 10.2018
Job overview
- Advised borrowers on the various types of loans available, including fixed-rate mortgages, adjustable-rate mortgages, government-insured loans.
- Prepared closing documents such as promissory notes, deeds of trust and mortgages, Truth In Lending Statements, Good Faith Estimates and other required paperwork.
- Built relationships with referral partners such as real estate agents, builders, attorneys and financial planners in order to generate more business opportunities.
AidAdvantageMiami, FL
Federal Student Loan Collector
02.2016 - 02.2017
Job overview
- Researched customer inquiries for repayment plans, balances due and other related questions.
- Reviewed and updated loan accounts to ensure accuracy of information.
- Processed paperwork for deferment and forbearance requests from customers.
Education
Georgia State UniversityAtlanta, GA
Bachelor of Science from Public Policy - Non-Profit Leadership
05.2025
Miami Dade CollegeMiami, FL
Associate of Arts from English
05.2013
Skills
- Program Leadership
- Team Motivation
- Team Training and development
- Process Improvements
- Interdepartmental cross-Functional Collaboration
- Coaching and mentoring initiatives
- Key performance indicators
- Performance improvement
- Daily workflow improvement
- Staff training/development
Affiliations
- Member of the Career Path Recommendations Committee, Hispanic Committee, and most recently Operation Restore HOPE - Maui.
- Registered volunteer with the American Red Cross in the Disaster Recovery Response Team.
- Strategic Partnerships with GA Coalition Against Domestic Violence, Gateway Center for Survivors of Domestic Violence, JC Freedom House, and Smart Pathways Immigrant Resource Center.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Licensed Mortgage Loan Officer
MiLEND
03.2017 - 10.2018
Federal Student Loan Collector
AidAdvantage
02.2016 - 02.2017
Senior Financial Wellbeing Coach
Operation HOPE
11/05/18 - Current (6 years & 6 months)
Georgia State University
Bachelor of Science from Public Policy - Non-Profit Leadership
Miami Dade College
Associate of Arts from English
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