Rose Ann Hatcher Resume 2015-IMC
- 1. Rose Ann Hatcher 7872 Springdale Meadows Drive Stokesdale, NC 27357 (336) 430-0689 [email protected] SUMMARY PROFILE To exemplify my qualifications and experience of customer care; being well qualified and results-oriented Business Office Professional with over 16 years of success in positions managing a variety of responsibilities and duties. With a proven track record, as being a top-performer, consistently meeting or exceeding goals and customer expectations. Managed key initiatives and achieved beyond and above standards for leading corporate entities, motivating and completing direct reports to achieve beyond standards. Team player with a strong and polished skill set: leadership, communication, organization, interpersonal, training, and rapport building; demonstrated success in providing world class customer service to internal & external customers. SUMMARY OF QUALIFICATIONS Leadership and Commitment ♦ Extensive knowledge in the areas of call center operations, retail sales and services, personnel and office management ♦ Dedicated and focused; able to prioritize and complete multiple tasks and follow through to achieve required goals ♦ Capable problem solver and leader; skilled in cash inventory, financial record keeping, and report management ♦ Accomplished front end supervisor; able to effectively analyze situations and provide innovative solutions Customer Service and Integrity ♦ A dedicated and self-motivated professional with outstanding customer service skills for long term business gains ♦ Active listener effective at communicating with clients, employees, and colleagues at all organizational levels ♦ Calming and positive temperament; tolerant and understanding with the ability to deal with diverse populations ♦ Competent computer user; experienced with standard office equipment, software applications, email and internet CAREER HIGHLIGHTS BB&T (8/13/2015-present) & Adecco with the BB&T Project (1/22/2015-8/12/2015) Mortgage Customer Service Representative 2015-present ♦ Assisting clients with mortgage inquiries-inbound and outbound calls: identify potential corrections and notify appropriate areas for completion; with escrow analysis inquires, payoffs, payments, lien releases, partial releases, to removing of PMI. Rockingham County Government 911 Telecommunicator (Dispatcher) EMD Certified 2014-2015 ♦ Operates a two way radio or telephone to receive and transmit messages for County Sheriff’s Department and Jail; Receive complaints and requests for service by telephone or radio and in person; & Operates a computer terminal connected with the Division of Criminal Information and the National Crime Information Center APAC/RMH/NCO Corporation, Greensboro NC Customer Service Supervisor/Team Lead 1999 - 2012 ♦ Continuously monitored call center team performance and ensured policies and procedures were met, set goals, standards and benchmarks that evaluated individual employees and customer satisfactions associated ratings ♦ Motivated staff through formal/informal coaching, team meetings, training initiatives, and incentive programs Coach/Advisor 1996 - 1999 ♦ Implemented coaching activities that focused on skills required to achieve or exceed the required customer care ♦ Provided effective communication by conducting regular team meetings to share successes, challenges, and rewards EDUCATION Rockingham Community College, Wentworth, NC 2014 ♦ Associate Degree in Criminal Justice, Certificate in Financial Crime –Phi Theta Kappa University of North Carolina at Greensboro, Greensboro, NC 1994 ♦ Bachelor of Science: Accounting Surry Community College, Dobson, NC 1992 ♦ Associates Degree in Liberal Arts