Janet Brooks Lewis
Bailey,NC
Summary
Dedicated professional with extensive experience in customer service and team management. Proven ability to enhance team performance and deliver exceptional service in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Waitress
Tracy's Cafe
Bailey, NC
07.2025 - Current
- Provided customer service in a fast-paced dining environment.
- Took accurate food and drink orders from customers.
- Delivered meals and beverages promptly to tables.
- Helped set up and clean dining area before and after service.
- Handled cash transactions and processed payments efficiently.
- Developed positive relationships with regular customers through friendly conversation.
Tax Prep and Bookkeeping
Self Employed
Bailey, North Carolina
09.2013 - Current
- Prepared individual and business tax returns with precision and efficiency.
- Review client documents to ensure compliance with tax regulations.
- Communicate with clients to gather necessary financial information.
- Maintain up-to-date knowledge of changing tax laws and regulations.
- File electronically through approved software programs.
- Identifying needs of customers promptly and efficiently.
- Enhanced customer satisfaction through creative problem-solving.
- Achieved cost-savings by developing functional solutions to problems.
HMDA Manager
Truist Bank
Wilson, North Carolina
10.2022 - 04.2025
- Oversaw daily operations, ensuring compliance with banking regulations and policies.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Managed team performance to enhance customer service and operational efficiency.
- Led a team of 13 employees, ensuring high productivity and excellent customer service.
- Coached, mentored and trained team members in order to improve their job performance.
- Developed training programs to improve staff knowledge and customer interactions.
- Trained employees on additional job positions to maintain coverage of roles.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Facilitated team meetings to discuss goals, challenges, and solutions collaboratively.
- Coordinated with departments to streamline processes and improve service delivery.
- Analyzed operational data to identify trends and recommend improvements.
- Created monthly reports for senior management summarizing operational performance metrics.
- Recruited and hired qualified candidates to fill open positions.
HMDA Specialist
Truist/BB&T
Wilson, NC
06.2013 - 10.2022
- Implemented risk assessment protocols to ensure regulatory compliance.
- Developed and maintained documentation for operational procedures and policies, ensuring clarity and compliance across teams.
- Participated in ongoing training and compliance activities.
- Reviewed documents for accuracy prior to submission or publication.
- Created training materials for new hires on company procedures and policies, facilitating smoother onboarding and integration.
- Assisted in developing strategies to enhance customer satisfaction, aligning service delivery with client expectations.
- Performed quality assurance testing on newly developed software applications.
Second Level Underwriting Assistant
BB&T Mortgage
Wilson, NC
06.2007 - 06.2013
- Reviewed mortgage applications for completeness and compliance with company guidelines.
- Reviewed applications for completeness and accuracy of information.
- Assisted underwriters by gathering necessary documentation from clients and third parties.
- Collected and reviewed third-party reports to support decisions.
- Maintained accurate records of all submitted files in internal tracking systems.
- Monitored deadlines for document submissions to ensure timely processing of applications.
- Assisted teammates with the deal closing process.
- Participated in training sessions related to products, services and processes.
Education
High School Diploma -
Southern Nash Senior High
Bailey, NC05-1998
Skills
- Customer service
- Point of sale systems
- Order accuracy
- Team management
- Training design
- Performance monitoring
- Strong multitasking
- Team collaboration
- Decision-making
- Conflict resolution
- Communication skills
- Written communication
- Customer feedback
- Relationship building
Timeline
Waitress
Tracy's Cafe
07.2025 - Current
HMDA Manager
Truist Bank
10.2022 - 04.2025
Tax Prep and Bookkeeping
Self Employed
09.2013 - Current
HMDA Specialist
Truist/BB&T
06.2013 - 10.2022
Second Level Underwriting Assistant
BB&T Mortgage
06.2007 - 06.2013
High School Diploma -
Southern Nash Senior High