Stefan Morgan Email & Phone Number

Malvern, Pennsylvania, United States

Allen, Texas, United States

• 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.
• 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.

Allen, Texas, United States

• 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)

Allen, Texas, United States

• 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.

Dallas/Fort Worth Area

• 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.

Dallas/Fort Worth Area

• 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.
• 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.
• 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.
• Organized production schedule and developed and implemented dialer system and outbound strategy.

Dallas/Fort Worth Area

• 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.
• 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.

Dallas/Fort Worth Area

• 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.

Phoenix, Arizona Area

• 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.