MMMiki Martinez
@mikimartinez_
Senior mortgage processor and operations leader driving process improvements and team performance.
PhilippinesWhat I'm looking for
I am a seasoned operations and mortgage processing professional with progressive leadership experience across lending and BPO environments.
I have led teams as a General Manager and Training/Quality specialist, developing performance goals, implementing growth strategies, and improving internal processes to boost productivity and client satisfaction.
In mortgage processing I manage valuations, lodge applications, resolve MIRs, and maintain pipeline flow while handling client and lender communications to ensure timely settlements.
I prioritize measurable results, staff development, and operational excellence, and bring a track record of developing training programs, overseeing budgets, and delivering quality outcomes.
Experience
Work history, roles, and key accomplishments
Senior Mortgage Processor
Your Virtual Partner
Jun 2025 - Present (7 months)
Manage refinance and purchase loan pipelines by ordering valuations, lodging applications via Salestrekker and ApplyOnline, resolving MIRs and outstanding requirements, and coordinating settlements to maintain timely closings.
General Manager
YALCO Lending Corporation
Nov 2021 - Dec 2024 (3 years 1 month)
Led business unit operations by setting KPIs, hiring and managing staff, improving processes, overseeing projects and budgets, and developing strategies that drove client retention and business growth.
Training Specialist
Incenter Solutions, LLC
May 2016 - Dec 2021 (5 years 7 months)
Designed and delivered training programs aligned to client objectives, assessed competency gaps, provided post-training coaching, and served as operations point-of-contact for product and process knowledge to improve performance.
Quality Assurance Specialist
Incenter Solutions, LLC
May 2015 - May 2016 (1 year)
Monitored and evaluated operational quality, provided feedback to improve agent performance, and supported training initiatives to ensure compliance with client standards.
Team Leader / Supervisor
LBOS RHQ PH
Oct 2011 - May 2015 (3 years 7 months)
Directed daily call center operations, coached team members with performance reviews, managed staffing and training, and implemented procedures to meet service and productivity targets.
Customer Service Representative
SITEL Philippines
Jan 2010 - Sep 2011 (1 year 8 months)
Handled inbound customer service calls, resolved client issues, and met quality and productivity metrics across assigned campaigns.
Education
Degrees, certifications, and relevant coursework
SUSaint Louis University
Bachelor of Arts, Mass Communications
2006 - 2009
Completed a Bachelor of Arts in Mass Communications from June 2006 to October 2009, focusing on media and communication studies.
Availability
Location
PhilippinesAuthorized to work in
Social media
Job categories
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