David Morrison
Le Roy,NY
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Navient Solutions
Perry, NY
03.2020 - Current
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members ranging from 10-60 members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency. This led to contracts being renewed on multiple occasions.
- Promoted positive customer experience through day-to-day supervision and management of remote employees on multiple contracts.
- Eased team transitions and new employee orientation through effective training and development.
- Supervised daily operations of multiple pandemic related services for multiple states including but not limited to State Unemployment remote call centers and pandemic relief state projects.
Unit Collection Manager
Navient Solutions- Pioneer Credit Recovery Inc.
10.2008 - 03.2020
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Processed payments and applied to customer balances.
- Supervised staff of collectors, monitoring phone calls and letters.
- Established procedures for collection of past due amounts.
- Collaborated to create incentive plan that led to increase installment plan retention by 50% over first 5 years implemented.
- Filed and addressed employee complaints in accordance with company policies and government regulations.
- Adhered to established guidelines to increase profits and collect payments.
- Achieved multiple goals on monthly basis for multiple student loan industry clients.
- Looked for inefficiencies and came up with ideas to make business run more efficient and maximize results for clients.
- Handled escalated calls from staff to ensure proper handling of accounts.
Collections Supervisor
Navient Solutions - Pioneer Credit Recovery
Perry, NY
02.2006 - 10.2008
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Processed payments and applied to customer balances.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Researched accounts and completed due diligence to resolve collection problems.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Reported to Unit Collections Manager, aided in hitting of monthly collection targets.
- Trained staff on proper collection techniques and laws like FDCPA and CFPB regulations. Trained on skiptracing techniques.
Collections Representative
Navient - Pioneer Credit Recovery
Perry, NY
08.2005 - 02.2006
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used skip tracing resources to locate debtors and updated information in company system.
- Handled 150 outbound and inbound calls daily with goal of collecting owed debt.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Education
Bachelor of Arts - Mathematics
SUNY Geneseo
Geneseo, NY05.2005
Skills
- Managing Operations and Efficiency
- Technical Proficiency
- Employee Coaching and Motivation
- Handling Escalations
- Customer Service
- Performance Tracking and Evaluations
- Leading Team Meetings
- Call Center Operations
- MS Office
- Employee Performance Reviews
- Leadership
- Communication
Timeline
Customer Service Manager
Navient Solutions
03.2020 - Current
Unit Collection Manager
Navient Solutions- Pioneer Credit Recovery Inc.
10.2008 - 03.2020
Collections Supervisor
Navient Solutions - Pioneer Credit Recovery
02.2006 - 10.2008
Collections Representative
Navient - Pioneer Credit Recovery
08.2005 - 02.2006
Bachelor of Arts - Mathematics
SUNY Geneseo
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