Andy Hatcher Email & Phone Number

Atlanta, GA, US

Canton, Georgia, United States

Kennesaw, Georgia, United States

Responsible for the overall operational efficiency of the organization, including strategic planning for long term goals, implementing process standards and solutions, overseeing customer service and monitoring and managing the day to day operations of the business. Facilitated reclassifying the organization into 4 distinct business units to better budget.

Alpharetta, GA

• Managed a team of 17 associates responsible for processing Payroll, Time, HR, Compensation, Learning Management and Performance for 3 National Clients and over 31,000 associates. Lead a team that was vital to turning.
• Identified a gap in the organizational structure that lead to the redesign of the support offered to the Vantage HCM teams while reducing head count by 35%
• Mentor team leads and new managers by request of their Directors.
• Participated in key sales presentations as a Service Team Expert for new and transitioning clients which have resulted in closed sales and new business.
• Established weekly internal calls to bring in Product SMEs to assist new teams and new clients with onboarding and expertise.
• Communicate with shared service partners to build and align client expectations and improve internal processes.

Atlanta, GA

• Managed a team of 30 associates accountable for accurate and complete billing for multiple state health insurance marketplaces, along with resolving all billing related inquiries and complaints.
• Work with state Co-Ops to establish business rules and procedures for all aspects of billing and finance.
• Monitor and drive department performance to reach goals for attaining Service Level Agreements.
• Lead multiple projects designed to optimize billing infrastructure and accuracy.

Roswell, GA

• Supervised 18 associates within the Individual Accounts Billing Department responsible for posting payments, resolving customer billing disputes, Department of Insurance disputes, and handling billing department.
• Identified an opportunity in processing aging invoices which recovered approximately $48,000 in lost premiums annually
• Provided support from a billing aspect to Sales, Customer Care, Enrollment and Analyst
• Created monthly evaluation forms for associates and quality audit checklist for call quality
• Streamlined daily, weekly and monthly reporting reducing reporting time by 10 hrs a week
• Resolved customer issues, system issues and create workflows for department tasks

Woodstock, GA

• Managed accounts totaling over $100MM in Consumer and Small Business dollar volume
• Successfully met sales, service and operational goals for 7 consecutive quarters
• Lead a team of 11 direct reports and 4 business partners
• Managed line of business partners to ensure all sales targets were met and customer service expectations were met.
• Conducted quarterly and yearly performance evaluations of associates along with developing individual quarterly development plans for all direct reports
• Effectively minimized controllable and performance losses by coaching and training associates in risk management, fraud prevention and cash controls.

Washington, DC

• Managed the setup, hiring of staff and organization of a new concept branch for the bank
• Appointed to lead an operational task team assigned to improve operational proficiency throughout the bank
• Underwrote loans for both consumer and business applicants
• Organized and hosted network and client events for the branch to increase market penetration
• Lead a team of branch managers through conversion before and after a merger

Laplata, MD

• Successfully staffed and opened a new branch achieving EdgeMaster status for outstanding sales results in 2005 ranking in the top 5% of the company
• Resolved customer issues daily, explaining rules and regulations, account details and correcting bank errors
• Conducted Financial Needs Analysis with all clients to determine their financial position and recommend the appropriate product and financial coarse of action
• Planned, organized and conducted weekly sales meetings and continuous product, policy and procedure training which lead to an A + operational grade for the branch
• Completed weekly and monthly sales, training, cost, and audit reports to meet company deadlines
• Implemented best business practices to analyze market conditions and commercial needs to acquire new consumer and commercial clients

Waldorf, MD

• Became an Assistant Manager in 2001 after college
• Continued to work as a part-time night manager after starting with SunTrust
• Supervised over 150 employees in over 9 departments; processed payroll, counseled employees on performance and behaviors, conflict resolution, created and implemented formal review plans, conducted interviews and.
• Implemented sweep log standards as part of the scheduled safety training that became the bench mark for the entire Eastern Division
• Communicated with hundreds of customers daily resolving complaints, fielding questions and requests, and establishing business relationships through superior customer service
• Performed daily cash reconciliation on 20 cashier tills, main vault and all miscellaneous cash value items

Bachelor'S Degree, Finance, General

Associate'S Degree, Business Administration And Management, General

Activities and Societies: Phi Theta Kappa