Lorena Letona Email & Phone Number

Tampa Bay

Owner Operator, Head of Client Relationship, Customer Satisfaction, and Employee hiring and retention.- Day-to-day managing of the business owning the client experience from beginning to end. - Achieved in record time excellent client satisfaction turning clients into repeat customers and higher profitability to the business. - Minimized risk by executing on workers compensation routines and adhering to all OSHA guidelines for the construction industry. - Optimized scheduling system for employees bringing new talent and retaining top employees. - Reduced idle time of employees by becoming the point of contact for clients communicating effectively about employees arrival time and needs.

Tampa, Florida, United States

Evaluation of Mortgage loan calls from a compliance and regulation standpoint.• Reviewed and scored calls from a USAA procedure and regulation perspective.• Identified and escalated trends and risk items to USAA Senior Quality Team.• Subject Matter expert and served as resource to team members.• Obtained highest productivity in identifying errors with lowest turnover ratio within 60 days.• Promoted to listen and evaluate Mortgage sales calls, fulfillment and third-party calls.

Tampa/St. Petersburg, Florida Area

Mortgage loan originator assisting and advising clients on their mortgage needs.Residential mortgages, refinances, home equity lines of credits. Expert in government loan programs (FHA, VA, Affordable Home Loans)Solid time management skills and ability to organize, prioritize and perform multiple tasks simultaneously.Ability to communicate clearly, work with financial center team and provide exceptional customer service to my clients.

Tampa/St. Petersburg, Florida Area

Top Financial Center Manager for the Tampa Market in FL.• Improved revenue performance for financial center from 62% to 85% in 2 months (Columbus)• Reached top 5% financial center in overall scorecard for the South East Division (HP 2015)• Completed observations and facilitated conference calls focusing on action plans driving customer satisfaction - guest speakero Customer Experience Market Manager for in South Tampa Market (14 banking centers)o Assessed productivity and evaluated employees on performance expectations and appraisals• Resolved escalated customers’ issues balancing customer satisfaction and risk compliance.

Tampa/St. Petersburg, Florida Area

Top Highest National Team Manager. Held multiple roles and managed multiple teams. Over 6 years of experience in a call center/contact center environment.• Client Satisfaction scores. YTD T2B score of 77.78% = 105.11% to goal. • Facilitated team calibrations with associates, leaders, and executives focusing on behaviors leading to results.• Owned and executed monthly and quarterly business audits adhering to regulations

Tampa/St. Petersburg, Florida Area

Selected to relocate this team from Charlotte NC to Tampa FL.• Coached associates with intensity and optimism to surpass targets o YTD Leader Performance Rating #1 for SB Site and #1 for the South Region out of 117 Managers.o YTD sales revenue results 120% to 155% every month in unit sales goals.o YTD customer experience dissatisfaction 8.5% vs. goal of 26.10%: 167.43% to goal.• Partnered with trainers, technology, and recruiter’s teams to relocate Direct Sales Workforce from NC to FL. • Collaborated as SME in multiple projects - “How Dashboard Project” launch date 3/22/11• Selected to go to Charlotte NC and became top legal documentation auditor for new small business account opening with BAC.

Tampa/St. Petersburg, Florida Area

New Hire Manager multiple times • Coached, trained and developed 180 sales, service, and on-line banking new small business teams to learn, meet, and exceed sales and service expectations• Re-engineered OJT curricula improving associates level of performance during the new hiring process• Managed and trained 30 OJT coaches in managers’ applications to develop employees’ knowledge and skills.

Held multiple roles in the Consumer Banking Channel. Started out as a teller, then became a Personal Banker and Sr. Personal Banker. As a loan officer achieved outstanding loan production results over 230%. As a Personal Banker did not only surpassed my sales goals but also developed a very strong teller team at my centers that allowed me to move up in the company and become the Branch Assistant Manager.

Bachelor’S Degree

Master Of Business Administration (M.B.A.)

Associate’S Degree, Associates Of Arts Degree

Associate’S Degree, International Business - Kauffrau In Gross And Aussenhandel

Dual Degree (Spanish and German) 2 year work experience at Heidelberg Peru.