John Lutes Email & Phone Number

Sherman Oaks, Ca

• Supervised up to 10 Merchant Support Agents. Their duties consist of providing support to merchant lenders in verifying the identification of borrowers, their income qualifications, and other needed documents. Agent responsibilities include providing the terms of loans, interest rates, and fees. • Created agent Quality Assurance call program and evaluated team for performance improvement based upon structured criteria. Conducted team meetings and instruction for call improvement and individual and team performance metrics. Verified calls & work duties of agents to meet compliance and customer service standards as needed.• Mentored & instructed employees based in Colombia regarding their understanding of US based lending practices, identification requirements, & call compliance. Provided instruction to employees regarding FICO modules & the understanding of credit approval & denial practices in accordance with Truth and Lending Laws. Worked closely with company underwriters to verify potential cases of fraud & other requirements for approval. • Implemented Knowledge Base reference material for use by Merchant Support employees & the corresponding ticketing system that was in use by multiple departments. Prepared & managed internal call system for management of employees & the creation of corresponding reports. • Under my supervision the Merchant Support team maintained high levels of performance, including averaging over 90% in both QA call averages & SLA scores. Maintained a liaison role between several departments, which included Underwriting, Direct to Consumer Loans, & Customer Service, by implementing an efficient & organized internal chat process.

Las Vegas, Nevada, United States

>Onboarded clients for an alternative investment trust company and provided guidance to roll over or transfer funds from 401K providers or existing IRA custodians to newly established IRA accounts.>Assisted clients with Direction of Investment paperwork to purchase or transfer alternative-based assets such as real estate, precious metals, privately held company stock, or other forms of assets to be held by new IRA custodians. >Created lead generation for the sales team by researching internet sites and existing document management paperwork of agent and asset-producing companies and reviewed documents and sites thoroughly to gather types of assets provided, volume of business produced, and length and reputation of the business and its key executives. >Provided general IRA and asset-based knowledge to clients for resolution of account-based questions, including account balances, fair market value of assets held, transactions, contributions, distributions, and service fees.

Las Vegas, Nevada, United States

>Acted as a liaison between accounts, shippers, and van lines, monitored orders and accomplished task flow, and prepared logistic reports for senior management.>Created and tracked spreadsheets for billing and payment to clients and vendors and I also implemented quotes for brokered shipments of trade show products and other shipping loads. >Negotiated with other brokers and carriers for fee structure to generate revenue for the company and served as a project manager with a wide range of clients on shipping, and collaborated with client carriers, vendors, and other brokers to accomplish delivery expectations.

San Diego, California, United States

>Managed and organized a team of valets, provided exceptional customer service, and generated revenue for a boutique hotel in the Gaslamp District.>Handled payroll, human resource functions, and valet team scheduling, and assisted in the daily operations of a larger location consisting of a dual shopping and restaurant setting and provided self-parking through automated systems, cashiers, and valet services. >Generated various reports, including budgeting, revenue forecasts, parking statistics, claims, and status updates and participated in various management and staff meetings to discuss important decisions, plan and share vital information, and provide feedback to employees. >Turned the P&L at location into a revenue generating site through marketing efforts and cost-cutting measures.

San Diego, California, United States

>Advised clients on financial planning, investment strategies, and other financial decisions and assessed their risk tolerances, time horizons, and stated investment goals while building and maintaining long-term relationships. >Networked and acquired new business contacts through community service and professional business activity involvement outside of the office environment. >Analyzed market trends and made recommendations in accordance with diversified and highly allocated portfolio structures.

South Carolina, Kansas, & Germany

>Held responsibility for three subordinate soldiers and served as the Non-Commissioned Officer-in-Charge of the Legal Assistance and Tax Offices of the Judge Advocate General in Giebelstadt & Kitzingen, Germany, law offices.

Master Of Business Administration, International Business

Bachelor Of Arts, Criminal Justice/Police Science

Bachelor Of Arts - Ba, Criminal Justice/Law Enforcement Administration