Lisa Sapiro

Mesa, AZ ad2otl@r.postjobfree.com

Phone#414-***-****

Quality Assurance Manager

Knowledgeable and capable professional with over 20+ years of management experience which include 20 years of experience in the mortgage banking industry. Responsible for managing the development, implementation and monitoring of a risk-based program for a business area with moderate to high risk to identify, assess and mitigate operational risk that arises from inadequate or failed internal processes, people, systems or external events. Proven track record in process improvement, troubleshooting, customer service, and team building. Skills include:

Financial Analysis Customer Satisfaction Time Management Microsoft Office Teamwork Customer Experience Contact Center Operations Training and Development (HR) Analytical Skills Change Management

Experience

Wells Fargo

Lead Business Execution Consultant March 2018 – 11/2023

Lead cross functional teams to strategize, plan, and executive a variety of programs, services, and initiatives.

Perform assessments on Operational Risk Events through fact finding and solve complex issues.

Collaborate and consult with members of the business execution team to drive strategic initiatives. Influence, guide, and lead less experience consultants with the United States and India.

Developed test plans for large scale initiatives that increase overall efficiency by 42%.

Developed and executed test plans and test cases, resulting in 30% reduction in testing time and 25% increase in test coverage.

Identified key indicators for all major processes, leading to a 30% reduction in decrease in detrimental quality oversites.

Wells Fargo

Control Officer February 2012 - March 2018

Managed a group of ORC’s that maintain the Internal Risk Assessments (IRA’s) to be compliant with all requirements established by Servicing Operational Risk Management IRA Program (SORM), for all front-line risk in servicing.

Detailed Business Areas (DBA’s) within the Customer Contact and Default Decision (CC&DD) space

Evaluated all processes, risks, controls, and opportunities to strengthen overall compliance to corporate requirements, and identified process improvements.

Created framework of requirements to enable a complete understanding of how effective the controls are at managing risks within the Servicing organization for management to make informed decisions.

Analyzed risks associated with manual processes to better understand level of risk exposure resulting from those manual processes and identify opportunities to enhance or create controls to mitigate risks more effectively.

Experienced with creating and maintaining operational or compliance risk assessments.

Wells Fargo January 2007 - February 2012

Quality Assurance Manager

Managed, coached, and trained Quality Monitors and Analysts. Advised subordinates on complex issues, and problems relating to process development.

Developed and implemented a comprehensive quality assurance program resulting in a 25% increase in customer satisfaction.

Organized team plans and managed quality control testing for approx. 200 members across several departments, bolstering interdepartmental integration of process.

Managed third party agent calls, training, and coached third party agents Performed trend analysis and built many process improvements.

Additional Experience:

Wells Fargo: Customer Service Manager, Call Center Customer Service Representative, Call Center

Education

Bachelor of Science, Social Work, University of WI/Milwaukee

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