Heather Hatch Email & Phone Number

Scottsdale, Arizona, United States

Scottsdale, Arizona, United States

United States

Led closing teams across multiple sites, working with partners and closing agents nationwide. Directed 3 leaders and 30+ team members to ensure efficiency, coaching and development at all levels, and build culture and collaboration. • Oversaw Objective Key Results in partner channel and identified process improvements, exceeding goal of issued documents within 24 hours of reaching closing. • Developed equations to calculate team member efficiency based on current volume, providing projections for future expectations.• Established monthly incentive program for team members, recognizing peers and leaders for living culture. • Managed weekly updates for Pathfinder (internal reference index), producing real-time outline of current policies, procedures and guidelines. • Recognized gaps in training or within system that allowed for substantial company loss in tolerance cures, creating and implementing manual and tech fixes to reduce loss exposure by $250k annually. • Selected to participate in pilot for Direct Impact (program for newly promoted directors), offering insight and feedback for future success. • Assisted in identifying candidates, interviewing and developing post-close and hotline teams of 10 team members, enabling focus on specific tasks.

United States

Managed hybrid Retail Purchase Closing and Regulatory Compliance (RESPA) team, handling West Coast closings and regulatory compliance on national level.• Delivered greater focus on CFPB guidelines regarding pricing, baselines, cures and disclosure timers by growing Regulatory Compliance Team from 6 to 10 team members. • Built and implemented compensation plan, allowing team members to gain titles and increasing compensation by as much as $4.81 / hour based on production. • Networked with internal teams, boosting efficiency and compliance and decreasing loss in tolerance cures of $100K quarterly. • Reduced compliance issues affecting 3% of loan population by collaborating with technology teams and business strategists to build safeguards in technology.

Phoenix, Az

Answered scheduling calls and client inquiries via chat. Reviewed loan terms and closing details. Worked with title agents and partners to review title and vesting, balance figures and ensure timely release of all necessary documents and funding. Followed up on post-closing documentation for investor and guideline requirements.• Handled high volume of scheduling calls during peak times, communicating terms and information to clients to ensure understanding and attaining 4.8-star customer satisfaction rating. • Addressed all retail and refinance escalations, resulting in optimal outcomes.

Scottsdale, Arizona

Handled daily operations for established deli with weekly revenue of $50K-$70K. Oversaw team of 20+ and 2 leads following protocols for food safety and handling, department presentation and cleanliness, SOPs and fixed inventory levels.• Executed department layout updates to schematics, cycling out disused products, reducing loss through expiration and meeting or exceeding department “shrink” requirements.• Decreased cost of goods sold (COGS) by 2-3% monthly by building ordering system and implementing new inventory organization to promote proper rotation and reduction in waste. • Trained and coached new team members on compliance with food safety and sanitation guidelines per Arizona Department of Health Services, achieving zero compliance audit violations.• Prepared for and facilitated internal and external audits of various areas of operation, obtaining passing scores.

Phoenix, Arizona, United States

Provided exemplary service to new and existing patients through exceptional communication, rapport building, listening to needs and identifying products benefitting each individual. • Reconciled physical counts and computer records to find discrepancies, investigate and report, attaining 100% accuracy. • Showcased highlighted products and increased cart value through visual merchandising.

Scottsdale, Az

Serviced commercial insurance accounts in senior healthcare realm. Reviewed renewals, acquired quotes for new business and facilitated department growth. • Contributed to 10% growth in department by taking on responsibilities previously delegated to management.• Educated consumers on coverage holes, determining affordable solutions to bridge gaps.• Assisted in developing department training manual and changes in processing guidelines, providing future new hires with valuable roadmap.

Hamilton, Oh

Supervised all aspects of commercial accounts after inception, including but not limited to coverage recommendations, changes, renewals, applications, premium finance / billing, claims, data entry and client retention. Worked directly under managing partners and handled accounts per each partner’s preferred methods. • Developed and maintained internal / external relationships with effective and concise verbal and non-verbal communication, increasing retention and client satisfaction by 6% for handled book of business through relationships of trust and integrity with clients and underwriters. • Trained new hires on policies, procedures and company culture while advising on specific handling of VIP clients, delivering consistent client experience. • Serviced largest book of business within department, representing 40% of commercial clientele, with profitability.• Achieved best price and coverage for clients’ needs by negotiating with 5 standard and several specialty carriers. • Reviewed overall client business operations, certifying proper coverage for annual risk exposures.

Bachelor'S Degree, Organizational Leadership

Communication and Organizational Psychology

Associate Of Arts - Aa

Activities and Societies: Phi Theta KappaSocial Work