Joyce Jones
Charlotte,NC
Summary
A talented expert determined to accomplish objectives, with experience in coordinating projects. liaising with customers and refining workflows. Looking for a role which I can leverage my strengths in problem-solving, team coordination, and data scrutiny to uplift productivity and income. Analytical professional with technical knowledge and critical thinking skills to thrive in data driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
14
14
years of professional experience
Work History
Guest Service Associate/Loyal Program Associate
Hyatt
Omaha, NE
03.2023 - Current
- Developed and implemented strategies to increase sales.
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Managed customer relations by responding promptly to inquiries, complaints, and feedback.
- Ensured compliance with regulatory requirements applicable to activities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
SME for VA Loans
Wells Fargo
Charlotte, NC
08.2021 - 11.2022
- Boosted productivity and cost-efficiency by editing and proposing practical remedies for operational problems
- Promoted a community of responsibility through careful management of project durations and assuring all accomplishments occurred in a timely manner and under budget.
- Managed customer relationship education that increased referrals from satisfied patrons and the success rate of turning prospects into dedicated clients.
- Set the important tasks for the department and delegated work to boost efficiency and refine processes.
- Maintained surveillance on corporate movements by leveraging data mining strategies to appraise and improve systems.
- Rapidly and competently dealt with customer problems and queries.
Mortgage Loan Processor 4
Wells Fargo
Charlotte, NC
06.2018 - 08.2021
- Assessed the loan applicant's ability to repay based on their earnings, past credit performance, and other considerations.
- Efficiently facilitated coordination among attorneys, title companies and administrative officers for closure on a property.
- Always abiding by federal regulations related to the privacy and security of VA Loans has been our policy.
- Provided assistance to people in formulating budgets and scheduling repayments for their loans to meet their financial responsibilities.
- Entrusted with monitoring the loan application system, punctually providing required documents and making the approval process smoother.
- Strictly protected all consumer records in accordance to the law.
Business Analyst
Residence Inn by Marriott - Gaslamp Quarter
Charlotte, NC
11.2015 - 09.2020
- Implemented data analysis for making predictions, finding repetitions and assisting in corporate development.
- Undertook investigation and appraised financial specifics tied to actions at the Point of Sale (POS), marketing initiatives, and spending paybacks.
- Inspected data insights to discern tendencies and opportunities mostly connected with hotel board occupancy.
- Developed financial models and forecasts to support business decisions.
- Analyzed customer data to determine trends in purchasing behavior.
Loan Document Specialist
Wells Fargo
Charlotte, NC
11.2015 - 06.2018
- Figured out where adjustments were needed and put forth changes guaranteeing a faultless final output.
- Watched out for deadlines on necessary project documentation and made sure it was approved before delivering to client.
- Implemented new methods, we managed to increase production while reducing waste.
- Implemented imaging systems for more efficient file organization.
- Reviewed loan documents to ensure accuracy and completeness.
- Organized loan documents into digital filing system.
Reach Associate
Charlotte Mecklenburg School System
Charlotte, NC
03.2013 - 11.2015
- Supported schoolroom tutors with arithmetic teaching and learning for both seventh and eighth grade scholars to gear up for year examinations (EOGs).
- In charge of coordinating and spearheading field activities planned to enrich students' outlooks and knowledge.
Policy Service Specialist
The Hartford
Charlotte, NC
05.2012 - 06.2013
- Ensured a positive customer and business partner experience by addressing questions, concerns, and resolving issues regarding billing, policy changes, and benefit programs.
- Provided technical advice and assistance to policyholders regarding their insurance policies.
- Researched, analyzed, and interpreted complex policy language to ensure accuracy of coverage.
- Maintained detailed records of all interactions with customers, ensuring a high level of customer service.
Customer Service Representative
Aerotek-Contract
Charlotte, NC
01.2010 - 11.2012
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Education
MBA - Human Resource Management
Strayer
Washington, DC05.2018
BBA - Operations Management
Strayer
Washington, DC03.2015
Skills
- Project Management
- Client Relations
- Data Analysis
- Process Optimization
- Problem-Solving
- Compliance and Privacy
- Team Coordination
- Communication
- Analytical Thinking
- Issue Research
- Process Analysis
- Experience in Leadership
Timeline
Guest Service Associate/Loyal Program Associate
Hyatt
03.2023 - Current
SME for VA Loans
Wells Fargo
08.2021 - 11.2022
Mortgage Loan Processor 4
Wells Fargo
06.2018 - 08.2021
Business Analyst
Residence Inn by Marriott - Gaslamp Quarter
11.2015 - 09.2020
Loan Document Specialist
Wells Fargo
11.2015 - 06.2018
Reach Associate
Charlotte Mecklenburg School System
03.2013 - 11.2015
Policy Service Specialist
The Hartford
05.2012 - 06.2013
Customer Service Representative
Aerotek-Contract
01.2010 - 11.2012
MBA - Human Resource Management
Strayer
BBA - Operations Management
Strayer