SUNNIE AYERS
Gold River,CA
Summary
A personable, conscientious, detail-oriented, and self-starting individual who enjoys multi-tasking and approaches work and life with commitment, enthusiasm, good humor. Seeking a full or Part time position that offers professional challenges utilizing interpersonal skills and problem-solving skills. Skilled in adapting to new technology, systems and processes.
Overview
17
17
years of professional experience
Work History
Refinance Loan Specialist
PennyMac Loan Services
04.2018 - 03.2022
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions.
- Developed strong relationships with customers through high levels of customer service.
- Maintained strict confidentiality of bank records and client information.
- Collaborated with other departments to promptly process loan applications within 1-3 business days.
- Submitted loan applications to underwriter for verification and recommendations.
- Achieved consistent accuracy awards for loans submitted to underwriting
Loan Officers Assistant
American Pacific Mortgage, JJ Mack Team
08.2017 - 04.2018
- Set up files using loan officer checklist and submitted on-time for processing.
- Maintained referral pipeline by reaching out regularly to real estate agents, referral partners, and past clients.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Assisted with timely loan closing and funding activities with efficient management of task checklists.
- Documented borrower's information in loan processing system and resolved any discrepancies.
- Prepared professional business correspondence on behalf of loan officer to obtain information and facilitate processing steps.
- Worked with Loan Officer to create application profile in system and review key information at various stages within process.
- Monitored key dates to obtain information by deadlines.
- Assembled important paperwork and disclosures for borrower.
- Liaised with clients to guide through loan closing process and skillfully handle any concerns.
Document Processor
Tesla Energy (SolarCity)
04.2015 - 08.2017
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Analyze solar system designs by review of utility bills and parcel maps to ensure proper system configuration
- Worked with internal staff to process documents and sent for closing.
- Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
- Assisted with document troubleshooting and recovery of corrupt documents and files.
- Assisted in continuous improvement activities while developing and maintaining resulting documents.
- Repeatedly met and exceeded individual daily sales goals and monthly team quotas.
Customer Service Representative
Standards of Excellence
08.2014 - 04.2015
- Client-facing liaison, interfaced with potential leads and sales associates
- Trained new customer service representatives
- Processed customer payments, applications and provided direct support to a five-person sales team.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
Front Desk Host
The Water’s Edge Hotel
07.2013 - 08.2014
- Personal concierge, checked guests in and out, maintained constant communication with all departments
- Assisted group sales manager with event planning and coordination
- Responsible for yield management of bookings and reservations, answered and directed calls
- Trained new employees on hotel systems and procedures
- Worked primarily independently serving 23 guest rooms for various needs and requests
Guest Service Agent
Hilton Garden Inn
12.2009 - 07.2013
- Hilton Honors guest specialist, generated reports for morning team meetings, assisted sales team with group bookings, trained new employees to uphold Hilton brand standards
- Checked guests in and out of hotel
- Collected room deposits, fees, and payments.
- Created dining and winery guide featuring over 100 restaurants and wineries
- Worked closely with all departments to ensure we stay on schedule and exceed guests expectations
Spa Attendant
Akoia Day Spa
05.2011 - 10.2012
- Worked with Spa Booker program to set up appointments, welcomed clients to the spa, and worked with independent contractors with scheduling services
- Washed, dried and folded towels to keep laundry area and dressing rooms clean and properly stocked.
- Set up for group parties which included champagne, Hors d’oeuvres, and customized printed menus
- Carried out regular walk throughs of entire spa to verify cleanliness, working facilities and adequate stock levels of guest amenities and linens.
- Recommended and sold spa packages and memberships based on client's preferences and needs.
Administrator
Cyrus Restaurant
06.2006 - 01.2010
- Booked reservations using OpenTable reservation system, answered multi-line phones; retrieved phone messages, confirmation calls, shipped and received documents and products, worked in office setting but had frequent interaction with front and back of house staff, educated in food preparations, presentation, and cooking techniques.
Front Desk
Healdsburg Inn on the Plaza, Kitchen
06.2005 - 10.2006
- Booked reservations using hotel's booking system
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees
- Collected credit card and cash payments, processed transactions and updated relevant records
- Collected and distributed messages to team members and managers to support open communication and high customer service
- Worked alongside kitchen and housekeeping staff to ensure all tasks were completed with perfection.
Education
Bachelor of Arts - Sociology
Sonoma State University
Rohnert Park, CA2013
Associate of Arts - Social and Behavioral Science
Santa Rosa Junior College
Santa Rosa, CA2010
Skills
- Applicant Counseling
- Critical Thinking
- Explanation of Loans
- Complex Problem-Solving
- Microsoft Excel
- Microsoft Office
- Reading Comprehension
- Credit History Assessment
- Customer Assistance
- Manage Complaints
- Customer Interaction
- Microsoft Outlook
- Effective Communication
- Real Estate Loans
Accomplishments
Top Quality of Submissions Producer at Penny Mac; PennyMac Circle of Champion Recipient 2021 & 2020
Timeline
Refinance Loan Specialist
PennyMac Loan Services
04.2018 - 03.2022
Loan Officers Assistant
American Pacific Mortgage, JJ Mack Team
08.2017 - 04.2018
Document Processor
Tesla Energy (SolarCity)
04.2015 - 08.2017
Customer Service Representative
Standards of Excellence
08.2014 - 04.2015
Front Desk Host
The Water’s Edge Hotel
07.2013 - 08.2014
Spa Attendant
Akoia Day Spa
05.2011 - 10.2012
Guest Service Agent
Hilton Garden Inn
12.2009 - 07.2013
Administrator
Cyrus Restaurant
06.2006 - 01.2010
Front Desk
Healdsburg Inn on the Plaza, Kitchen
06.2005 - 10.2006
Bachelor of Arts - Sociology
Sonoma State University
Associate of Arts - Social and Behavioral Science
Santa Rosa Junior College
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