KEVIN MILLER
Modivcare
Central Islip,NY
1
Certification
27
years of professional experience
Customer service professional with expertise in Non-Emergency Medical Transportation. Skilled in building strong client relationships and enhancing customer satisfaction through quality and process optimization. Collections Manager with experience in navigating regulatory frameworks and streamlining workflows to improve compliance and productivity.
Work History
Call Center Supervisor
10 Years 7 Months- Monitored call recordings for quality standards and provided individualized, actionable coaching feedback to address performance gaps.
- Oversaw performance and coaching for 40 customer service representatives handling transportation and scheduling inquiries for inbound callers.
- Owned review of call scripts and ensured consistent conversation direction throughout customer interactions.
- Researched training options, evaluated program fit, and completed customer relationship management training to further strengthen satisfaction performance.
- Completed ongoing learning and development activities to maintain continued performance improvement focus.
- Coordinated bi-weekly payroll processing through time card review and approval for staff.
Collections Manager
4 Years 7 Months- Supervised collectors monitoring phone calls and letters to ensure compliance with established procedures.
- Delivered structured coaching on collection methods and documentation requirements, reinforcing performance strategies for new employees.
- Processed customer payments and posted amounts to customer balances to ensure correct balance updates.
- Managed recordkeeping, correspondence, and material gathering.
- Managed customer outreach to discuss late payments and remittance options for amounts due.
- Oversaw daily posting of payments to customer accounts.
- Developed and implemented procedures for timely collection of past due amounts.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
Owner/Operator
1 Year- Oversaw daily business operations, integrating accounting, finance, HR, marketing, and public relations to ensure cohesive functionality.
- Aligned branding initiatives and sales strategies with client goals.
- Filled cracks in pavement using specialized materials to ensure durability.
- Cleared driveways of vegetation to enhance accessibility and appearance.
- Coordinated branding initiatives and sales strategies to meet client objectives.
Collections Representative
1 Year 11 Months- Conducted skip tracing using available resources to locate debtors and recorded updated debtor information in company system.
- Analyzed collection reports to assess collection progress and verify outstanding balance amounts.
- Completed outbound calling workflows using manual dialing and automatic dialer technology in call center environment.
- Performed skip tracing investigations to support debtor location efforts and utilized additional locator methods to identify debtor whereabouts.
- Compiled drafts, conducted detailed account research and analysis, and processed immediate payments based on verified account information.
- Resolved inbound call inquiries related to delinquent accounts through reconciliation of account status and activity.
Collections Representative
1 Year 10 Months- Applied skip tracing tools to identify debtors and ensure timely updates to debtor records in company system.
- Evaluated collection reports to assess collection status and identify outstanding balance amounts.
- Reviewed debtor payment needs, provided payment option guidance, and arranged installment agreements accordingly.
- Navigated difficult customer and stakeholder situations using friendly yet firm de-escalation strategies.
- Negotiated payment agreement terms to secure full account balance satisfaction.
- Coordinated end-to-end legal invoice processing for foreclosure attorney litigation needs.
- Monitored performance and ensured attainment of established goals across each reporting period.
Collections Supervisor
10 Years 9 Months- Oversaw and directed collections team activities, ensuring collection employees conducted outreach to gather outstanding monies owed by consumers.
- Evaluated collections agent requirements and conducted targeted training to align on collections processes expectations.
- Evaluated customer credit histories by accessing and reviewing credit records.
- Executed customer follow-ups to obtain outstanding payment commitments via one-time or negotiated installment methods.
- Coordinated performance review preparation and delivery for 12 collections agents to support ongoing departmental continuous improvement.
- Trained collections agents and reviewed call and case work for adherence to legal requirements and company policies.
- Completed training covering credit management and civil court practices to ensure current understanding of legal processes related to collection practices.
- Coordinated call-coverage scheduling by assigning employees to cover incoming and outgoing call flows.
Education
High School Diploma
Skills
Coaching and mentoring
Balance resolution
PeopleSoft applications
Revenue collection oversight
Payment processing oversight
Performance management
Transaction management
PeopleSoft expertise
Invoicing management
Call quality monitoring
Team development
Certification
F.D.C.P.A. Certification
Timeline
Collections Manager
Debt Recovery Solutions
08.2019 - 03.2024Read More
Call Center Supervisor
Modivcare
03.2016 - CurrentRead More
Owner/Operator
KLM SEALCOATING & ASLPHALT
08.2015 - 08.2016Read More
Collections Representative
AG Adjustments
06.2012 - 05.2014Read More
Collections Representative
Foster & Garbus Attorney
03.2010 - 01.2012Read More
Collections Supervisor
Sunrise Credit Services Inc.
05.1999 - 02.2010Read More
Centereach High School
High School Diploma
Read More