Lupe Gallardo Email & Phone Number

Texas, United States

Texas, United States

As a Service Delivery Manager I partnered with our BPO Providers (24/7 In Touch & Teleperformance) across 4 locations internationally to support, launch and maintain 15+ lines of business. My daily duties include the following:- Managed 17 LOBs across the Docs, Funding & Acquisitions Organization- Built strong relationships with BPO partners and internal management- Strategize and execute process improvements accross all LOBs- Presented BPO trends to Internal Stakeholders. Directors, VPs and CXO in a daily & weekly cadence- Learned about Capacity Planning to map out headcount for optinum business continuity- Partenered with Salesforce Engineers & Data Analysts to create functional dashboards for production purposes- Partnered with Quality & Training Team to optimize processes and solve knowledge gaps- Coordinated new areas of business initiatives and partnered with training teams for a smooth launch- Established daily meetings between our vendors to ensure daily goals were met the day prior

Managed our contracts experience for both buying & selling customers, while also managing our relationship with vendors across the country. These roles required me to become a subject matter expert in my department to help develop initiatives to automate our contracts experience, while maintaining employee morale. Here are a few achievements I accomplished while my years at Vroom:- Supported our Product Team with the launch of Vroom Transaction Manager. - - Collaborated with Sales Leaders, Directors, VPs and Chiefs to bring awareness to Sales Handbacks to prevent contract generation delays - Communicated effectively with leadership regarding Straight Buy backlog (as needed), while maintaining employee engagement/morale.- Collaborated with our Training & Development department during launches and new process improvement requests - Led meetings with multiple departments & Leadership regarding day to day production, new feature launches and areas of opportunities - Identified blockers that impacted customers and/or contract generation - Managed the entire Acquisition customer experience between 2020-2021- Led teams ranging from 10-35 employees, excluding Supervisory roles- Established daily goals & created SOPs to help ensure production was met on a daily basis - Awarded a Pace Setter Award in 2019 for Development Category - Built strong partnerships across departments to help drive customer satisfaction

Sugarland, Tx

Loan Specialist (Level III) at our Sugarland Call Center from 2016 - 2018. In this role, I assisted members with their loan experience. I would submit their applications, review their credit reports through Equifax, go over payments & terms and fund their loans while the member was on the phone. Here's a list of my daily responsibilities: - Prepare credit applications for loans by compiling, arranging & reviewing all relevant documents.- Determining the feasibility of granting loans and communicating with management if required.- Processing advances and disbursements, as well as preparing pay off letters.- Monthly phone etiquette review with my Manager.

- Receive checking and savings deposits: verify cash and endorsements, receive proper identification for cash back and issue receipts of deposit.- Examine checks deposited and determine proper funds availability based on regulation requirements and complete hold notices.- Answer basic customer inquiries regarding interest rates, service charges and account histories while complying with disclosure requirements, regulations and consumer privacy policies.- Cross-sell bank products and services.- Refer customers to the proper department for issues that cannot be resolved at the teller line.- Buy and sell currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded.- Balance drawer daily, including periodic batching of cashed checks.

Student

Associate'S Degree, Medical/Clinical Assistant

Completed an intensive 900-hour program comprised of theoretical and practical applications of essential Medical Assisting skills.