Soutmaysa Sara Sithong
San Jacinto
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Team Lead- Special Servicing
Carrington Mortgage Holdings
01.2020 - Current
- Mentored and coached team members to enhance their skills and achieve performance goals
- Monitored team performance metrics and provided regular feedback to improve productivity and quality of work
- Acted as a point of escalation for complex customer issues, resolving conflicts and ensuring timely and satisfactory resolutions
- Motivate team to manage high volumes of daily email and phone correspondence effectively
- Oversee a team/teams in a Supervisor’s absence and conduct team huddles
- Facilitated effective communication within the team during huddles, fostering a positive and productive work environment
- Assist with in-depth interviews with job candidates to assess qualifications, experience, and fit for open positions
- Conducted comprehensive loan-leveling reviews, ensuring accuracy and consistency of loan and account-level details
- Performed detailed diligence reviews of loan files, including verification of borrower information, account status, payment history, escrow balances, and loan terms
- Prepared, pulled, and validated loan and account-level reports
Student Loan Collector
Pacific Point Services
05.2019 - 07.2019
- Successfully initiated contact with delinquent student loan borrowers to negotiate payment arrangements and prevent loan default
- Utilized strong communication skills to effectively educate borrowers on available repayment options and assist with developing personalized financial plans
- Achieved high collection rates and met or exceeded monthly collection goals through persistence, empathy, and strategic negotiation tactics
Single Point of Contact (SPOC)
Freedom Mortgage
12.2017 - 05.2019
- Updated loan information in the system, including payment histories, escrow balances, and loan modifications.
- Efficiently handled inbound and outbound calls related to mortgage inquiries, providing detailed information and assistance to customers in a timely manner.
- Managed a high volume of customer calls daily, ensuring accurate data entry and documentation of all interactions in the system for reference and follow-up.
- Consistently met and exceeded performance metrics and targets, such as call resolution times, customer satisfaction scores, and conversion rates, to contribute to the overall success of the mortgage call center team.
Student Loan Collector
Collection Technology Inc
01.2012 - 10.2017
- Managed a portfolio of student loan accounts, making outbound calls to borrowers to collect payments and resolve delinquencies
- Utilized a variety of collections strategies to negotiate payment arrangements and bring accounts current
- Conducted thorough financial assessments to determine borrowers' ability to repay and offered appropriate options for loan restructuring
- Documented all communication and interactions with borrowers in a timely and accurate manner in compliance with regulatory requirements
- Achieved and exceeded monthly collection goals while maintaining a high level of customer service and professionalism
Shift Manager
McDonald's Restaurant
01.2004 - 12.2011
- Led a team of up to 15 employees to ensure efficient operations and exceptional customer service during assigned shifts
- Led a team of 15+ employees to ensure efficient and high-quality service during busy lunch and dinner rushes
- Conducted regular inventory checks and placed orders to maintain proper stock levels and minimize waste
- Implemented training initiatives to improve food safety protocols and reduce errors in food preparation
- Resolved customer complaints promptly and effectively to ensure a positive dining experience
- Implemented effective cash handling procedures to minimize errors and discrepancies
- Trained and supervised a team of cashiers in proper cash handling and customer service techniques
- Conducted thorough interviews with job candidates to assess their qualifications, skills, and fit for the company culture
Education
Chaffey College
Rancho Cucamonga, CASkills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Time management
- Accuracy and efficiency
- Performance monitoring
- Punctual and dependable
- Team work
Certification
- CNP - Certified Notary Public
Timeline
Team Lead- Special Servicing
Carrington Mortgage Holdings
01.2020 - Current
Student Loan Collector
Pacific Point Services
05.2019 - 07.2019
Single Point of Contact (SPOC)
Freedom Mortgage
12.2017 - 05.2019
Student Loan Collector
Collection Technology Inc
01.2012 - 10.2017
Shift Manager
McDonald's Restaurant
01.2004 - 12.2011
Chaffey College