ANDREW W. HATCH
Grand Rapids
Summary
Detail-oriented customer service and project management professional with vast experience managing complex systems, situations, and software. I excel at bringing people and process together through clear and effective communication.
Overview
11
11
years of professional experience
Work History
Manager - CIS Services
Cayenta
04.2025 - Current
- Coach, mentor, and train team members in order to improve their job performance.
- Conduct performance reviews, and recommend salary changes.
- Lead consultant for new-name CIS implementations.
- Work with directors and C-suite executives to improve implementation methodology and organizational alignment.
Application Consultant
Cayenta
05.2022 - 04.2025
- Lead new-name software implementations and upgrade projects while effectively fostering exceptional client relationships
- Collaborate with client teams to accomplish project milestones, software configuration and troubleshooting, and supporting clients during testing phases
- Training material preparation and delivery
- Analyze test results and identify opportunities for business process improvement, ensuring clients meet their implementation objectives and achieve operational efficiencies
- Configure rates, guide the client through bill print design and testing, and helped managed the data conversion process
Customer Service Coordinator
Priority Health Insurance
01.2020 - 05.2022
- Resolve complex and escalated issues requiring research and interaction with various departments
- Recognize trends and provide appropriate feedback to internal stakeholders to improve customer service efforts
- Help troubleshoot provider portal accounts and other system related issues
- Member of cross-functional team that addresses corporate digital infrastructure projects and recommends improvement and optimization initiatives
Development Coordinator
Ronald McDonald House of Western MI
06.2019 - 01.2020
- Update and maintain a WordPress website requiring accuracy and implementation of fresh content
- Manage and update the organization's database requiring accurate codification, data entry, and the removal and merging of records
- Update mailing lists containing several thousand donors and agency contacts used for donor solicitation
- Generate and present biographical and statistical reports for the Development Director, Development Officer, and Board Members
- Support research efforts for awareness campaigns, marketing plans, and event materials
- Responsible for project management of special events and volunteer efforts
Emergency Communications Operator
Grand Rapids Police
06.2014 - 03.2019
- Answered 100+ daily emergency and non-emergency calls and decided priority and dispatch level
- Managed a computerized filing system requiring accurate and timely criminal justice data entry
- Cross-referenced 6 local and national criminal justice databases and relayed information to law enforcement entities in a quick turn around and high stress environment
- Ensure all callers are treated with respect and dignity
- Used computer aided dispatch software to create 50-60 detailed reports per day to provide real-time mission critical information to first responders
Education
C# .NET Bootcamp -
Grand Circus
12.2018
B.S - Communication Studies, English Literature
Grand Valley State University
12.2012
Skills
- Software implementation
- System configuration
- Requirements gathering
- Application integration
- Client relationship management
- User training
- C# NET Programming Language
- Git / GitHub
- HTML / CSS
- JSON
- Microsoft Azure
- Microsoft SQL Server Database Management Studio
- Microsoft Teams
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Visual Studio
- WordPress
- Web API's
Timeline
Manager - CIS Services
Cayenta
04.2025 - Current
Application Consultant
Cayenta
05.2022 - 04.2025
Customer Service Coordinator
Priority Health Insurance
01.2020 - 05.2022
Development Coordinator
Ronald McDonald House of Western MI
06.2019 - 01.2020
Emergency Communications Operator
Grand Rapids Police
06.2014 - 03.2019
C# .NET Bootcamp -
Grand Circus
B.S - Communication Studies, English Literature
Grand Valley State University