Summary
Overview
Work History
Education
Skills
Timeline
Generic
Jennifer Hatcher

Jennifer Hatcher

Customer Care Manager
Huntsville,AL

Summary


Customer care professional prepared to drive positive outcomes in customer service environments. Known for enhancing customer experiences and optimizing service workflows. Reliable team player with focus on collaboration and adaptability. Skilled in conflict resolution and communication, valued for strong problem-solving abilities.

Overview

7
7
years of professional experience

Work History

Division Customer Care Manager

Legacy Homes
01.2024 - 04.2025
  • Implemented effective quality control measures to minimize errors and ensure high standards of service.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
  • Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
  • Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
  • Established performance and service goals and held associates accountable for individual performance.
  • Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
  • Mentored new hires, fostering growth and professional development within the team.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.
  • Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problemsolving.
  • Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Leveraged data analytics tools for insights on customer feedback trends, refining best practices accordingly..
  • Reduced staff turnover rates by fostering an inclusive workplace culture and prioritizing employee well-being initiatives.
  • Optimized workflows through process improvements, reducing response times without sacrificing quality standards.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Division Customer Care Manager

Goodall Homes
09.2020 - 04.2025
  • Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problemsolving.
  • Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.
  • Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
  • Established performance and service goals and held associates accountable for individual performance.
  • Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
  • Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Implemented effective quality control measures to minimize errors and ensure high standards of service.
  • Leveraged data analytics tools for insights on customer feedback trends, refining best practices accordingly.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Warranty Manager

Hyde Homes
04.2018 - 09.2020
  • Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
  • Managed budgetary responsibilities for the warranty department, ensuring cost-effective allocation of resources.
  • Provided exceptional technical support services, troubleshooting complex issues with minimal need for follow-up visits or additional repair work required under the manufacturer's warranty coverage.
  • Developed a comprehensive training program for new hires, ensuring they quickly acquire the necessary skills and knowledge to excel as Warranty Managers within the company.
  • Maintained up-to-date knowledge of industry best practices and regulatory requirements to ensure the warranty department operates in compliance with all applicable standards.
  • Established strong relationships with suppliers to ensure timely delivery of replacement parts and smooth warranty transactions.
  • Streamlined warranty claim processes for increased efficiency and faster resolution times.
  • Coordinated cross-functional efforts between engineering, production, and customer support teams to address recurring product issues effectively.
  • Negotiated favorable terms with vendors for extended warranties or discounted replacement parts, reducing overall expenses related to product repairs or replacements.
  • Implemented a user-friendly online system for customers to submit their claims conveniently while expediting the review process internally.
  • Created detailed reports on warranty metrics, providing valuable insights for company-wide strategic planning initiatives.
  • Collaborated with sales and service teams to provide seamless customer experiences during the warranty process.
  • Increased accuracy in warranty documentation by implementing standardized forms and protocols for claim submissions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Education

High School Diploma -

Woodville High School
Woodville, AL
05-2001

Skills

  • Customer relations
  • Delegation and supervision
  • CRM software expertise
  • Escalation management
  • Customer experience improvement
  • Strong leadership
  • Problem-solving
  • Multitasking
  • Excellent communication
  • Adaptability and flexibility
  • Customer relationship management
  • Conflict resolution
  • Quality control
  • MS office
  • Project management

Timeline

Division Customer Care Manager

Legacy Homes
01.2024 - 04.2025

Division Customer Care Manager

Goodall Homes
09.2020 - 04.2025

Warranty Manager

Hyde Homes
04.2018 - 09.2020

High School Diploma -

Woodville High School

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Jennifer HatcherCustomer Care Manager