Lorena Elba Sanchez Email & Phone Number

Lancaster, Tx, Us

•Familiar with all company calling and process rules as provided by Procedures, ChiefCompliance Officer and company attorneys•Broke down and evaluated user problems, using test scripts, personal expertise andprobing questions•Identified trends in client requests and helped management get ahead of ongoingproblems•Helped streamline repair processes and update procedures for support actionconsistency•Perform special assignments as assigned.Keep results of all complaints to assist with tracking and trend analysis to define anddeliver reporting•Perform Administrative process reviews to ensure compliance and accuracy•Assist by collaborating cross-functionally with other teams to drive resolution ofcustomer issues and work to enhance communication across the company

•Documented quality assurance activities with internal audits and reporting •Identified training needs to ensure company-wide compliance •Monitored risk-management procedures•Provided training and support on systems, core processes and policies and procedures

Irving, Tx

• Monitored departmental processes to proactively identify areas of risk.• Maintained monthly reporting detailing deduction trends and performance metrics.• Communicated findings to upper management and provided recommendations on resolutions.• Reviewed management dispute of findings and employ consistent reassessment to ensure validity and level of non-compliance.• Conducted reporting for resolution of CFPB complaints, account reconciliation and adherence to investor guidelines.

Addison Tx

• Increased J.D. Power and Associates rating by coaching and developing agents with focus on customer needs and overall satisfaction.• Consistently under 3% minimal variance requirements on accuracy goals.• Identified SME for policies and procedures within center and supporting business units.• Promoted from Quality Assurance Specialist I to a Quality Assurance Specialist II by consistently meeting individual and team goals.• Provided coaching and development for current employees and assisted in new hire training.Call Center Support Specialist II, Customer Care Research Specialist & Customer Care • Processed and resolved an average of over 500 escalated issues.• Promoted from Customer Care to Customer Care Research by consistently meeting deadlines ahead of schedule.• Managed a high-volume workload within a deadline-driven environment.

Dallas/Fort Worth Area

• Assisted in supervising 10-12 representatives to ensure quality and professionalism.• Utilized applications and implementation of software to increase productivity.• Empowered employees to provide resolutions to resolve customer accounts.• Monitored daily production to ensure workload completion.• Trained and developed employees while monitoring progress.• Assisted with the interviewing process and new hire training.

Education record

Education record