Steven Couteau Email & Phone Number

San Antonio, Texas Metropolitan Area

Contractor for the Defense Health Agency Global Service Center (DHAGSC)First-level support of all inbound calls, generating an Incident for all new issues.Accurately logging, ticketing, and tracking/owning all incidents.First contact resolution of desktop issues or follow proper escalation procedures.Provide accurate, timely, and professional resolution on all supported issues.Timely, accurate, thorough, and professional follow-up on all Incidents.Quickly identify and escalate high-priority issues.Accurately triaging/assigning/escalating tickets per current processes and standards.Efficiently and accurately resolving all assigned Incidents.Identify and document Incident resolution and support knowledge.Timely and accurate completion of all assigned duties.

San Antonio, Texas Metropolitan Area

Contractor for the Defense Health Agency Global Service Center (DHAGSC)First-level support of all inbound calls, generating an Incident for all new issues.Accurately logging, ticketing, and tracking/owning all incidents.First contact resolution of desktop issues or follow proper escalation procedures.Provide accurate, timely, and professional resolution on all supported issues.Timely, accurate, thorough, and professional follow-up on all Incidents.Quickly identify and escalate high-priority issues.Accurately triaging/assigning/escalating tickets per current processes and standards.Efficiently and accurately resolving all assigned Incidents.Identify and document Incident resolution and support knowledge.Timely and accurate completion of all assigned duties.

San Antonio, Texas

Built a new team and lead them to first-place performance within my first 90 days. Developed a full suite of analytics to measure agent and portfolio performance. Implemented strategy changes including the use of new vendors to increase customer contact through electronic means. Redesigned employee contests to drive desired behaviors and improve performance year over year.

San Antonio, Texas Area

Led legal collection vendors to achieve performance goals set by executive leadership. Performed site visits to audit work standards and monitor regulatory compliance. Selected new vendors and led contract negotiations. Oversaw the onboarding process. Developed custom reports for strategic decisions. Set goals for Agency Performance Leaders and tracked progress.

San Antonio, Texas Area

Outsourced existing internal Bankruptcy, Deceased, & Legal processes. Assisted in onboarding nine vendors since assuming the position. Designed and directed the transition of legacy manual processes to automated data exchanges with vendors. Designed and developed reporting suite for executive management. Managed vendor performance to meet company expectations. Performed monthly site visits and audits. The company had no prior outsourcing experience, and all aspects of these processes were taken from the concept phase to the deployed phase while discovering unexpected opportunities and increasing recoveries along the way.

San Antonio, Texas Area

In the role of Escalations Manager, I developed a team that reviewed re-age programs that were rejected and made the necessary corrections, usually requiring customer contact to renegotiate the scheduled payment, for the re-age program to be correctly applied. Implemented detailed reporting for coaching and development to reduce entry errors. Identified choke points in our internal process and recommended improvements to increase efficiency.As the Solutions Manager, I developed a team that became customer advocates for issues identified during the collection process. As a retailer that services our merchandise, unique opportunities present themselves for increased customer satisfaction. After resolution over 75% of customers returned to pay on time status. Developed robust reporting for coaching and development company-wide.

San Antonio, Texas Area

Managed between ten to twenty direct report employees.Handled a Billion dollar portfolio, increased performance month over month and year over year.Designed and implemented account audit process.Worked with database programmer to implement enhancements and reduce errors.Improved workflow and strategy by working with the Dialer team.Coached and developed employees to exceed company standards in all metrics.Developed Mentors and MITs.One of the lowest employee attrition rates in the company since hire.Developed behavioral analytic reports.Developed customer satisfaction reports.

San Antonio, Texas Area

Managed fifteen to forty direct report employees.Responsible for over thirty clients and increased assignment volume year over year.Improved and implemented controls for all aspects of the company including cash processing,data security, vendor management, customer complaints, client requirements, etc.Worked with database programmer to implement over forty productivity enhancements.Handled vendor procurement including quality testing and contract negotiations.Network & PBX Administrator.

San Antonio, Texas, United States

Designed and developed the first corporate training program. Maintained compliance with all Federal, State, Municipal, & client regulations. Held weekly training classes for 2-12 new hires for all positions at the company.

San Antonio, Texas, United States

Collected on telecom, retail installment, bankcard, & medical debt.

San Antonio, Texas Area

San Antonio, Texas Area