1. Rose Ann Hatcher
7872 Springdale Meadows Drive  Stokesdale, NC 27357  (336) 430-0689  rahatcher2000@yahoo.com
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