Multitask effectively in high-pressure environments by using organizational, prioritization and problem-solving skills to stay on top of dynamic demands. Diligent and meticulous with proven history of effective team management. Adaptable to changes and recognized for taking on increase level of responsibilities. Collaborate with operations and management with strong work ethics. Independent decision-making skills and sound judgment to positively impact company success.
Hi, I’m
Franciene Hatcher
Philadelphia,PA
Summary
Overview
16
years of professional experience
Work History
Public Safety And Economic Growth (PubSEG)
Program Manager
11.2021 - Current
Job overview
- Supported a team of over 50 personnel, overseeing records, performance, and quality assurance.
- Developed and maintained logistics workflows, procedures and systems for multiple programs.
- Managed and supervised administrative and daily program operations, complying with state and county policies and regulations.
- Continuous communication with management and clients to improve operations policies and procedures.
- Addressed and resolved financial, and operational concerns by working with management and clients.
- Utilized data visualization tools to effectively communicate business insights and develop metric reports to predict future business needs.
- Manage operating budget and reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Field Source Logic
Customer Service Manager
09.2013 - 03.2020
Job overview
- Set clear expectations to all field contractors and employees.
- Interviewed, hired, and trained new quality-focused contractors and employees.
- Delivered continuous training to associates to maximize performance and client relations skills.
- Sustain strict quality control policies and procedures.
- Collaborated with management to improve customer service processes and support structures company wide.
- Organized assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Upheld compliance with privacy and security requirements, as well as federal statutes covering FHA, VA, and Conventional loans.
Affordable Insurance Agency
Compliance Manager
04.2016 - 12.2018
Job overview
- Defined and documented office procedures, using updated SOPs to provide thorough and comprehensive training for all staff and contactor's.
- Identified, investigated, and documented compliance violations and recommended corrective measures.
- Assisted with internal and external audits to confirm compliance with applicable insurance laws and regulations.
- Developed organizational methods and policies to deliver ongoing awareness of compliance with established procedures.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
De Lage Landen
Sales Support Officer
01.2007 - 08.2013
Job overview
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Collaborated with sales, manufacturing, and shipping departments to process necessary documentation and delivery of products and services to customers across the US.
- Fielded over 50 customer queries, providing clear, accurate answers to technical questions and support requests daily.
- Negotiated tender and contract terms to meet both client and company needs.
- Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
Education
Baker CollegeFlint, MI
Associate of Arts from Business Administration And Management
03.2012
University Overview
Skills
- Microsoft Office Suite & CRM Software
- Salesforce & Zendesk
- Qualtrics & REDCap
- Recruitment and Hiring
- Training and Development
- Timeline Planning and Management
- Budgeting and Resource Management
- Scheduling and Coordinating
- Conversion and Migration
- Quality Assurance
- Systems Implementation
- Project Development and Management
Professional Certificates
Professional Certificates
PMP Certificate, Google Project Management - In Progress - 6/2023
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Living in my Purpose on Purpose"
Timeline
Program Manager
Public Safety And Economic Growth (PubSEG)
11.2021 - Current
Compliance Manager
Affordable Insurance Agency
04.2016 - 12.2018
Customer Service Manager
Field Source Logic
09.2013 - 03.2020
Sales Support Officer
De Lage Landen
01.2007 - 08.2013
Baker College
Associate of Arts from Business Administration And Management
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