JAYNE PHOMMAKHOTH
Charlotte
Summary
Experienced in the hospitality industry with a strong background in guest services and a deep commitment to customer satisfaction. Utilizing effective communication and problem-solving skills, consistently striving to enhance the overall guest experience. Demonstrated ability to collaborate with teams and maintain high service standards while adapting to changing needs.
Overview
16
16
years of professional experience
Work History
Waitress
HMS Host
11.2021 - Current
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
Underwriter
Loan Depot
01.2021 - 11.2021
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Made approval and denial recommendations by determining accurate risk levels.
- Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
- Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
- Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
Waitress
HMS Host
10.2018 - 03.2020
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
Quality Assurance Analyst
Wells Fargo CIC (Customer Information Center)
03.2017 - 08.2018
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Enhanced team collaboration, sharing best practices and insights that led to refinement of testing protocols.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
Loan Specialist 3
Wells Fargo Home Mortgage
07.2014 - 03.2017
- Reduced turnaround time for loan approvals by efficiently managing workload and prioritizing tasks.
- Enhanced customer satisfaction levels with clear communication and timely follow-ups on loan applications.
- Consistently met or exceeded monthly sales targets, contributing significantly to the department''s success.
- Resolved complex issues related to existing loans, effectively retaining clients while addressing concerns promptly.
- Collaborated with underwriters to ensure accurate evaluation of creditworthiness and risk assessment.
- Improved loan application processing by streamlining documentation and verification procedures.
- Processed loan applications and monitored progress from start to finish.
Service Coordinator
Priority Honda of Huntersville
12.2011 - 04.2014
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
Parts & Services Cashier
Volkswagen of South Charlotte
06.2011 - 10.2011
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Answered questions about store policies and addressed customer concerns.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Bankruptcy Specialist
Wells Fargo Home Mortgage
03.2011 - 05.2011
- Negotiated favorable settlement terms, advocating for clients'' best interests throughout the debt restructuring process.
- Evaluated client assets and income sources, developing customized repayment plans tailored to individual financial needs.
- Collaborated with attorneys to ensure proper representation of clients during bankruptcy hearings and negotiations.
- Enhanced client satisfaction with timely and accurate processing of bankruptcy cases.
- Appropriately followed up with attorneys and bankruptcy trustees to avoid bankruptcy delinquencies.
- Developed professional relationships with bankruptcy attorneys, trustees, other legal counsel and bankruptcy court personnel.
Loss Mitigation Specialist
Wells Fargo Home Mortgage
03.2009 - 08.2009
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Discussed property liquidation options with customers.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
Education
High School Diploma -
West Mecklenburg High
Charlotte, NC01.2008
Skills
- Client Support
- Proficient in Multitasking
- Welcoming Guests
- Collaborative Teamwork
- Strong Detail-Oriented Focus
- Strategic Decision-Making
- Expertise in Hospitality Service
- Effective Time Management
- Performance Optimization
- Effective Verbal Communication
- Client Engagement Development
- Customer Satisfaction Focus
- Professional Networking
- Effective Listening
- Interpersonal Engagement Skills
Additional Information - Skills Software
- Web Direct
- AACER
- SharePoint
- LTHT
- MSP
- ERLMF
- ICMP
- Clarify
- Data Cannon
- Cams
- Adobe
- Microsoft Office Suite–Word
- Excel
- Access
- Publisher
- OneNote
- Outlook
- PowerPoint
- Empower
- Fannie Mae
- Freddie Mac
- POS system
- Financial Transactions
- Billing
Languages
English
Native or Bilingual
Lao
Native or Bilingual
Thai
Professional Working
Interests
- Passionate about balancing physical health with mental and emotional wellness
- I have a passion for photography and editing photos
- Music
- Interior Design
- Fashion
- Enjoy hobbies that combine physical activity with outdoor exploration
- Volunteering
- Enjoy experimenting with different ingredients and flavors in the kitchen
- Wine Tasting
- I like looking at the stars and learning about constellations
Timeline
Waitress
HMS Host
11.2021 - Current
Underwriter
Loan Depot
01.2021 - 11.2021
Waitress
HMS Host
10.2018 - 03.2020
Quality Assurance Analyst
Wells Fargo CIC (Customer Information Center)
03.2017 - 08.2018
Loan Specialist 3
Wells Fargo Home Mortgage
07.2014 - 03.2017
Service Coordinator
Priority Honda of Huntersville
12.2011 - 04.2014
Parts & Services Cashier
Volkswagen of South Charlotte
06.2011 - 10.2011
Bankruptcy Specialist
Wells Fargo Home Mortgage
03.2011 - 05.2011
Loss Mitigation Specialist
Wells Fargo Home Mortgage
03.2009 - 08.2009
High School Diploma -
West Mecklenburg High
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