Summary
Overview
Work History
Education
Skills
Certification
Awards
Personal Information
Timeline
Generic

Kelly Hatcher

Council Bluffs

Summary

Results-driven Account Advocate known for high productivity and efficient task completion. Possess specialized skills in client relationship management, strategic account planning, and problem-solving. Excel at communication, teamwork, and adaptability, ensuring seamless collaboration with clients to meet business objectives.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Account Advocate

Gem Financial
Council Bluffs
07.2023 - 04.2025
  • Managed client accounts to ensure satisfaction and retention.
  • Collaborated with cross-functional teams to resolve customer issues.
  • Assisted clients in understanding product features and benefits.
  • Conducted regular follow-ups to maintain strong client relationships.
  • Communicated effectively with colleagues across the organization.
  • Collaborated with other departments on projects that involve client relations.
  • Responded promptly to all incoming calls, emails, chats. from customers.
  • Ensured compliance with applicable laws, regulations, industry standards, and company policies.
  • Performed data entry into various databases using established procedures.
  • Researched complex account inquiries and provided solutions.
  • Evaluated client needs and prepared focused plans and presentations to grow accounts and profits.
  • Maintained positive account relationships through regular contact and knowledgeable service for every need.
  • Resolved account issues with strengths in research, problem-solving and solution development.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Collected deposits or payments and arranged for billing.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Updated databases with new and modified customer data.

Office Manager/ Sales

Harman Appliance Sales Inc.
06.2022 - 07.2023
  • Accounting, payroll, manage employees, sales, data entry, payables, collections and more..
  • Managed daily office operations and ensured smooth workflow at Harman Appliance Sales.
  • Oversaw inventory management and procurement of office supplies and equipment.
  • Developed and implemented office policies to improve efficiency and organization.
  • Maintained communication with vendors and service providers for office maintenance.
  • Trained new employees on office procedures and software systems used by the company.
  • Assisted in preparing reports and presentations for management meetings.
  • Maintained filing system for records, correspondence and other documents.
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
  • Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
  • Ordered supplies and equipment to maintain adequate inventory levels.
  • Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Managed office budget to handle inventory, postage and vendor services.
  • Coded and entered daily invoices with in-house accounting software.
  • Created spreadsheets in Excel to track data such as vacation requests, sick days .
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Researched and prepared reports required by management or governmental agencies.

Mail Currier

USPS
01.2020 - 07.2020
  • Case mail and deliver
  • Delivered mail and packages to assigned routes efficiently and accurately.
  • Sorted mail by address to ensure timely delivery to recipients.
  • Utilized postal service equipment for efficient handling of parcels and letters.
  • Maintained accurate records of deliveries and collected payments when required.
  • Followed safety protocols while navigating diverse neighborhoods and weather conditions.
  • Collaborated with team members to optimize delivery routes and schedules.
  • Provided friendly customer service at all times while delivering mail.
  • Scanned packages for delivery tracking.
  • Assisted other carriers with their routes as needed during peak periods.
  • Delivered packages and letters to residential customers.
  • Ensured compliance with federal laws related to privacy protection.
  • Operated a vehicle in accordance with safety regulations.
  • Provided assistance in sorting large volumes of mail at post office facility.
  • Collected signatures from recipients of registered mail items.
  • Kept up-to-date knowledge of postal rates, regulations, and procedures.
  • Separated mail to be transported to relay boxes along route for subsequent delivery.
  • Scanned labels on letters or parcels to confirm receipt.
  • Used road maps or GPS to verify routes and designated addresses.
  • Provided change-of-address cards and other postal forms upon customer request.
  • Observed road rules, weather, and road conditions and other factors to maintain safe driving record.

Collections Specialist

Bank of the West
05.2017 - 01.2019
  • Answer calls, make calls, transactions, assist with issues.
  • Managed collections process for delinquent accounts across diverse customer portfolios.
  • Communicated with clients to negotiate repayment plans and resolve payment disputes.
  • Analyzed account information to identify patterns and recommend collection strategies.
  • Documented interactions with clients in collections management system for record-keeping.
  • Collaborated with legal team on escalated accounts requiring further action.
  • Ensured compliance with federal regulations governing debt collection practices and policies.
  • Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
  • Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
  • Developed relationships with debtors to encourage timely payments while providing excellent customer service.
  • Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
  • Processed payments over phone and set up recurring drafts.
  • Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Located and monitored overdue accounts using billing system to begin collections process.
  • Remitted payments received from customers promptly while adhering to all applicable laws and regulations governing the collection process.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Located and notified customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
  • Collaborated closely with other departments throughout the entire collection process.
  • Developed collection methods to achieve or exceed company financial goals.
  • Kept abreast of changes in federal and state laws affecting collections processes; updated procedures accordingly within the organization.
  • Recorded information about customers' financial status and collections status efforts.
  • Investigated credit reports for any inaccuracies or fraudulent activity; reported findings to relevant authorities when appropriate.
  • Developed and maintained strong relationships with clients to facilitate payment collections.
  • Tracked and reported on collections activity and performance metrics to management.
  • Monitored aging reports to prioritize collection efforts on overdue accounts.
  • Ensured compliance with federal and state collections laws and regulations.
  • Managed daily operations in collections department to ensure timely debt recovery.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Answered customer questions regarding account discrepancies or problems.
  • Received payments and posted amounts to customer accounts.
  • Accepted and processed customer payments and applied toward account balances.
  • Performed administrative functions for assigned accounts, recorded address changes and purged records.
  • Negotiated credit extensions and waivers when necessary.
  • Managed collections process for delinquent accounts across diverse customer portfolios.
  • Provided training to new team members on collections procedures and best practices.
  • Developed reports on account status for internal stakeholders and management review.
  • Received payment and posted to appropriate customer accounts.
  • Researched customer disputes regarding billing errors or incorrect charges; resolved discrepancies with internal departments as needed.
  • Completed skip traces on customers failing respond to collection efforts.
  • Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors when necessary.
  • Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
  • Prepared documentation required for collection and repossession activities.
  • Conducted periodic audits on accounts receivables balances and aged reports; identified areas requiring further investigation.
  • Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
  • Conducted detailed account audits to identify discrepancies and resolve billing issues.
  • Provided training and guidance to new collections staff on best practices and company policies.
  • Negotiated payment plans with delinquent account holders to facilitate debt resolution.
  • Performed reconciliation of accounts to ensure accurate billing and collections records.
  • Utilized collections software and databases for efficient account management.
  • Updated account status and maintained accurate records of all collection activities.
  • Recorded information about status of collection efforts.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.

Center Sales Manager

Advance America
06.2012 - 04.2017
  • Responsible for overall performance, profitability, and productivity of center location.
  • Superior customer service, loan processing, collections, cash handling, auditing, marketing, obtaining cashier's checks, file management, accurate documentation, moneygram, check cashing, tax preparation, product promotion, compliance, HR component

Medical Billing Specialist

DR. Mua - Bellevue, NE
01.2011 - 01.2013
  • Bill insurances, answer phone.
  • Processed medical claims using billing software and electronic systems.
  • Reviewed patient accounts for accuracy and completeness of information.
  • Maintained up-to-date knowledge of insurance policies and regulations.
  • Submitted claims to insurance companies for prompt reimbursement.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
  • Analyzed rejected claims and corrected errors as necessary before resubmitting them for payment.
  • Identified errors and re-filed denied or rejected claims quickly to prevent payment delays.
  • Verified the accuracy of claim data prior to submission to insurance carriers.
  • Precisely completed appropriate paperwork and system entry regarding claims.
  • Updated patient accounts with information obtained from internal departments or external sources.
  • Reviewed patient records for accuracy and completeness of information in medical billing system.
  • Performed quality control of data entry system to verify proper posting of claims and payments.

Housekeeper

Hotel Deco
08.2011 - 06.2012
  • Maintained cleanliness and organization of guest rooms and common areas.
  • Managed laundry processes, ensuring timely washing and folding of linens.
  • Utilized cleaning supplies efficiently to sanitize surfaces and restrooms.
  • Performed deep cleaning tasks during seasonal maintenance periods.
  • Ensured compliance with safety protocols while handling cleaning chemicals.
  • Cleaned bathrooms, including toilets, tubs, showers and sinks.
  • Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
  • Changed bed linens and towels, tidied up rooms.
  • Vacuumed floors and dusted furniture to maintain organized, professional appearance.
  • Emptied trash receptacles throughout the property.
  • Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Interacted pleasantly with clients and guests when performing daily duties.
  • Cleaned building floors by sweeping, mopping and scrubbing.
  • Maintained and organized cleaning supplies stock.
  • Stocked amenities such as soap, shampoo and toilet paper in guest rooms.
  • Disinfected telephones, light switches and other frequently touched objects.
  • Reported any maintenance issues or damage to supervisors immediately.
  • Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
  • Inspected guest rooms after cleaning to ensure they were presentable.
  • Provided information about hotel services upon request from guests.
  • Organized closets with hangers for guests' clothing items.
  • Requested maintenance orders to fix non-working equipment and address room damage.
  • Adhered to daily cleaning schedules and updated as needed based on demand.

Cashier/Customer Service

Bucky's Convenience Stores
Omaha
08.2010 - 10.2011
  • Processed customer transactions efficiently using point-of-sale systems.
  • Assisted customers with product inquiries and store navigation.
  • Maintained cleanliness and organization of checkout area and store displays.
  • Handled cash, credit, and debit transactions accurately and securely.
  • Collaborated with team members to ensure smooth store operations during peak hours.
  • Resolved customer complaints promptly with professionalism and courtesy.
  • Managed inventory levels by restocking shelves as needed throughout the shift.
  • Performed other duties as assigned by management.
  • Issued receipts, refunds, credits or change due to customers.
  • Delivered high level of customer service to patrons using active listening and engagement skills.

Cook/Prep

Pottawattamie County Jail
Council Bluffs
06.2008 - 08.2010
  • Prepared meals for inmates following dietary guidelines and safety protocols.
  • Maintained kitchen cleanliness by following sanitation standards and regulations.
  • Assisted in inventory management of food supplies and kitchen equipment.
  • Collaborated with staff to develop menu options based on available ingredients.
  • Operated kitchen equipment safely and efficiently during food preparation.
  • Monitored food temperatures to ensure compliance with health regulations.
  • Implemented waste reduction practices to enhance kitchen efficiency and sustainability.
  • Cleaned kitchen equipment, surfaces, utensils and dishes.
  • Maintained a clean working environment by sweeping, mopping floors, washing surfaces and emptying trash cans.
  • Operated grills, fryers and broilers to cook items to quality guidelines.
  • Prepared dishes in fast-paced environment working with teammates to maintain high customer satisfaction rate.
  • Operated ovens, fryers and mixers safely to prevent kitchen accidents and machinery malfunction.
  • Wrapped, dated and labeled food items in storage for safety and freshness.
  • Followed established procedures and requirements for safe food handling, storage and service.
  • Chopped, diced and sliced vegetables and fruit ahead of rush periods.
  • Used standardized recipes and other instructions to prepare food.
  • Organized storage areas for efficient usage of space.
  • Carried pans and trays of food to and from work stations, stove, and refrigerator.
  • Managed portion control using correct utensils during preparation and plating.
  • Set up and performed initial prep work for soups, sauces, and salads.
  • Sanitized workstation at end of shift to minimize risk of salmonella and other food-borne illnesses.
  • Set up work stations prior to opening to minimize prep time.
  • Monitored temperatures of prepared food and cold-storage areas.
  • Handled advanced thawing and food pre-preparation for upcoming meals.
  • Distributed food to service staff for prompt delivery to customers.

Education

High school or equivalent -

West Harrison Jr Sr High
Mondamin, IA

Skills

  • Customer service satisfaction
  • Management
  • Customer service
  • Collections
  • Product Promotion
  • Training
  • Marketing
  • Operations
  • Compliance
  • Human Resources
  • Client account management
  • Customer relationship management
  • Data entry accuracy
  • Compliance adherence
  • Product knowledge
  • Issue resolution
  • Inventory management
  • Financial analysis
  • Effective communication
  • Problem solving
  • Time management
  • Team leadership
  • CRM software
  • Quality control
  • Document and records management
  • Continuous improvement
  • 15 wpm typing speed
  • Data management
  • Account updates
  • Record keeping
  • High-energy attitude
  • Understanding customer needs
  • Issue and complaint resolution
  • Business ethics
  • Billing procedures

Certification

Center of the quarter, 04/01/17 to Present

Awards

Center of the Quarter-Bellevue location

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Account Advocate

Gem Financial
07.2023 - 04.2025

Office Manager/ Sales

Harman Appliance Sales Inc.
06.2022 - 07.2023

Mail Currier

USPS
01.2020 - 07.2020

Collections Specialist

Bank of the West
05.2017 - 01.2019

Center Sales Manager

Advance America
06.2012 - 04.2017

Housekeeper

Hotel Deco
08.2011 - 06.2012

Medical Billing Specialist

DR. Mua - Bellevue, NE
01.2011 - 01.2013

Cashier/Customer Service

Bucky's Convenience Stores
08.2010 - 10.2011

Cook/Prep

Pottawattamie County Jail
06.2008 - 08.2010

High school or equivalent -

West Harrison Jr Sr High

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