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Mike Morgan personal email
Dynamic professional with a strong customer focus, consistently identifying new opportunities with excitement and curiosity to drive innovation. Skilled in clear and impactful communication, with a talent for storytelling that engages and inspires stakeholders. Adept at connecting ideas, processes, and insights to build a deep understanding of challenges and craft effective, actionable solutions that deliver value.
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Strategy ConsultantTrustage Dec 2024 - PresentMadison, Wisconsin, UsFormulate, implement, enable, and manage strategy initiatives for experience and business units. Assists in driving cross-functional teams to understand forces impacting the business, helps determine long-term business objectives and translate these objectives and other inputs into business strategies. -
Customer Experience ConsultantTrustage Aug 2021 - Dec 2024Madison, Wisconsin, UsI lead customer journey mapping sessions that have identified hundreds of pain points and prioritized key opportunities for improvement. By leveraging advanced customer experience (CX) tools, I translate business processes into actionable customer experiences, ensuring alignment and understanding across teams. Additionally, I develop and maintain data-driven customer personas, grounded in extensive expertise in the middle market, to create tailored, customer-centric solutions. To track success, I manage our metrics ecosystem, overseeing the accurate monitoring of operational, customer experience, and business outcome metrics. I also collect and analyze data to assess the impact of changes, supporting storytelling efforts that demonstrate the value of these improvements for both the organization and its customers.
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Operations ConsultantTrustage Apr 2018 - Aug 2021Madison, Wisconsin, UsI played a key role in the successful implementation of a new Retention Team, optimizing the cancellation process and enhancing both operational efficiency and the customer experience, which led to an increase in Saved Annual Premium. Additionally, I served as a business liaison for the Contact Center Modernization initiative, supporting the upgrade of five of the company’s largest contact centers to a new telephony platform. This project also included improvements to call flows and the integration of automated call systems. By analyzing data and trends, I identified multiple opportunities for process improvement and proactively shared these insights with key stakeholders and partners to drive continuous enhancements.
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Operations ManagerTrustage Jan 2013 - Apr 2018Madison, Wisconsin, UsI successfully hired, led, and coached teams of over 20 contact center representatives who serviced individual life, health, and annuity products, ensuring consistently high quality and performance standards. In collaboration with the senior manager, I contributed to the development of the overall contact center strategy and KPIs, driving improvements in operational efficiency while managing the budget and maintaining key customer success metrics. I also oversaw the lead generation, up-sell, and cross-sell programs for our Direct-to-Consumer Life & Health and Auto & Home product lines, resulting in over $100K in new annualized premium and increased referrals. Through data analysis, I identified key improvement areas within the contact center, developing and implementing solutions that enhanced operational efficiency and overall business performance.
Mike Morgan Skills
Mike Morgan Education Details
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University Of Northern ColoradoGeneral -
University Of Northern IowaGeneral
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Université Catholique De L'OuestFrench Studies
Frequently Asked Questions about Mike Morgan
What company does Mike Morgan work for?
Mike Morgan works for Trustage
What is Mike Morgan's role at the current company?
Mike Morgan's current role is Strategy Consultant | TruStage.
What is Mike Morgan's email address?
Mike Morgan's email address is mi****@****ual.com
What schools did Mike Morgan attend?
Mike Morgan attended University Of Northern Colorado, University Of Northern Iowa, Université Catholique De L'ouest.
What are some of Mike Morgan's interests?
Mike Morgan has interest in Culture, New Technology, Jogging, Language, Mentoring, Photography, Music.
What skills is Mike Morgan known for?
Mike Morgan has skills like Goal Oriented, Team Leadership, Microsoft Office, Critical Thinking, Business Concepts, Interviews, Coaching, Organization Skills, Customer Driven, Customer Service, Talent Acquisition, Contact Center Management.
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