Stefan Morgan

• Successfully restructured the organizations call tree while simultaneously leveraging smart technologies and training procedures to surpass industry standard KPIs. - Reduced wait times by 91% - Reduced average handle time by 38%. - Reduced abandon rate by 31% - Increased service levels by 77% • Optimized our department's operations, resulting in a more streamlined and efficient workflow that allowed for a further staffing efficiency realization of 43%. • Benchmarked record-setting improvement standards in staff retention due to employee development and morale-building programs. • Researched, demoed, budgeted, developed, tested, launched, supported and maintained as the business owner several new technologies to modernize several areas of the organization.

• Managed the loss mitigation department and developed criteria and strategy for pinpointing accounts for repossession and litigation. • Streamlined bankruptcy policies, procedures and processes within newly implemented collections system. • Reviewed monthly charge off process for all portfolio types (Auto, Leases, Unsecured, Credit Card, Real Estate, Commercial, Shares)

• Reduced credit losses and increased recoveries through strategic partnerships and professional relationships. • Successfully implemented and monitored hardship options for members directly impacted by the COVID pandemic while maintaining delinquency goals with a fully remote staff. • Overhauled collections incentive program to promote a rewarding work environment with further growth opportunity.

• Hired, trained, and developed the internal collections team while developing a robust collections strategy for early and late stage delinquency. • Created and streamlined collections reporting and collections activity workflows based off specific criteria to reduce delinquency by 30% • Administrator of Temenos collections software and Gensesys automated dialer system.

• Responsible for all interviews, hiring, training, and supervision of all customer contact center staff to ensure customer satisfaction. Reviewed individual performance metrics and call quality scores to ensure client satisfaction. • Responsible for maintaining the professional relationship between the organization and its clients on a monthly basis. Excelled in up-selling, client implementation and launching of new products for new and existing clients. • Maintained detailed documentation of completed work and current issues through Salesforce and Fusion applications. Organized and updated information for clients such as personnel changes, product changes, billing issues and general questions. • Organized production schedule and developed and implemented dialer system and outbound strategy.

• Improved call efficiency, collection tactics, rebuttals, employee save rate and employee product knowledge and training. Administered and documented coachings, development plans, corrective actions and constructive feedback to all agents. • Resolved escalation calls, maintained standards of Q&A and was readily available for any and all complex issues on a daily basis. • Responsible for new hire interviews and new hire training.

• Assisted in development of strategies to maximize outreach to patients while maintaining call times inbound and outbound. Responsible for reducing delinquency and negotiating payment arrangement with assigned accounts. • Trained all new employees while assisting all other collectors with day to day work flow. Oversee fellow collector’s schedules and work queues. • Contacted insurance companies when necessary while researching payment and claim issues.

• Answer all member and provider inquiries they may have regarding their health insurance and/or medical claims. Communicate directly with members and providers in order to resolve any complaints or concerns. • Perform data entry such as Claims and EPSDT forms in timely and efficient manner. Process and code all incoming return mail from members in allowed time frame. • Code/Note all calls as well as complete necessary forms such as Grievance, HIPAA, New Member Survey and various reports.