Wendi Sanders Email & Phone Number

Van Nuys, California, United States

• Coach and oversee a team of 27 title loan collectors with high delinquency upward of $30M• Resolve escalated customer complaints and inquiries timely through written and verbal communications • Motivate and coach employees with training, incentives, communication, and teambuilding initiatives resulting in improved morale and advancement opportunities; implement contests and prizes to drive motivation and competition• Monitor agent calls, ensure daily completions, and review accounts monthly to ensure accurate notes and compliance with company policy and regulators; distribute daily reports to analyze trends, set goals, and increase production• Analyze reporting results daily to assess inventory status and call lengths to ensure efficient operations• Evaluate the vehicle value and recommend the repossession path while ensuring a positive return from the auction sale• Negotiate settlements with customers and collaborate with the title department to ensure timely release of lien• Partner with HR and leadership on interviewing and hiring top talent for the organization

Sherman Oaks, California, United States

• Effectively performed post-closing audits of 10% of all loans originated to ensure compliance with company policy • Prepared and submitted monthly executive summaries; identified findings and trends and made appropriate recommendations to reduce errors, resulting in the minimized repurchase of loans and increased productivity• Reviewed delinquent loans to ensure servicing alignment Initiatives were achieved and compliant with guidelines

Chatsworth, California, United States

• Managed the daily operations for a team of 17 and oversaw up to 50 Loan Processors; owned the hiring process for the department to foster top talent for the organization • Effectively implemented pipeline management techniques to ensure closing service levels were met• Increased productivity by 28%, resulting in significant improvement in customer satisfaction scores• Ensured compliance with company policy, state, federal, and investor guidelines• Consistently evaluated business processes and workflows; partnered with IT to modify processes as necessary• Significantly reduced errors from underwriting through weekly communication, staff meetings, and training; resulted in increased customer satisfaction

Chatsworth, California, United States

• Promoted from Collections/Foreclosure Specialist• Managed a team of highly-skilled default specialists, responsible for handling inbound and outbound customer inquiries regarding loss mitigation accounts; resolved customer escalations timely • Increased customer satisfaction to 95%, which was a 26% increase over five months; received awards for top-performing teams and reduced attrition• Facilitated training for new hires to ensure staff members performed efficiently, consistently, and successfully• Maintained high performance by providing daily coaching and feedback; ensured day-to-day operations adhered to state, federal, and investor guidelines