Serianna Townsend

Manager Loan Verification, Loan Operations Personal Loan Verification Sme @Prosper Marketplace

Phoenix, AZ, US

Mentored and trained new hires/current employees on and offsite for procedural knowledge, best practices, and second review coaching and feedback. Created training modules and training emails for vendor agents that increased production and decreased negative second reviews while fostering a positive environment for feedback and collaboration -Helped to create and define QA process across vendor sites that was further implemented in PHX and SF locations. QA process helped to identify areas of improvement within our customer experience as well as create a seamless experience to ensure all Prosper customers receive the same attention to detail and positive experience -Leader in recommending and implementing Policy and Procedure updates to better streamline Verification Process and create a better experience for both employees and customers. Procedure improvement and implementation was top in Verification and led to company-wide Prosper Value award for Simplicity -Leader in Special Projects outside of Team Lead role, recognized as SME in several areas of Verification and utilized to train agents and other Team Leads in these new procedures. Utilized in multiple pilots to gather and test information for future policy and procedure updates. Piloted Super User/Cross Queue role into a tangible position that was implemented floor wide. Actively managed VAA coverage to ensure proper adherence and low abandon rates-Maintained high standard of both production and quality while remaining approachable and available for team agents, vendor agents, and verification floor-Instrumental in HELOC verification as well as process developments and improvements. Selected to train newly licensed HELOC employees and viewed as a resource to management

Buena Vista University

Bachelor of Arts (B.A.), Mass Communication/Media Studies

Keller Graduate School of Management of DeVry University

Master of Business Administration (MBA), Marketing