Customer Service Manager
Resume:
Sean Gallagher
*** * ***** ***, *******, CA *****
**************@*****.***
Customer Support Professional
Profile Detail oriented personality with strong leadership skills
More than 8 years of successful customer service experience in
technical fields
More than 4 years of employee management, and providing upper
level support for clients and business partners
Excellent project management skills ranging from small, short
term projects to year-long endeavors
Clear, easy to understand instructor with experience in a
classroom setting
Advanced working knowledge using Microsoft Suite tools including
Microsoft CRM, Outlook, Excel, Word, Access, Publisher, and Power
Point
Strong working knowledge of tools such as Visio, Salesforce,
Goldmine, and various payroll software such as Mas90
Synopsis of Decreased total department work turnaround from 2 weeks to less
Achievement than 1 day
s Established and maintained strong relationships with several key
business vendors who's services were used on 15,000+ client
websites
Led training reform in 2 different companies using Wiki
technology supplemented with regular classroom brush-up training
Created an efficient, streamlined Project Specification Document
template significantly improving turnaround time for the project
manager and understanding for the developer
Employment Wright's Labor Service, Cypress, CA 2010
-Present
Customer Service Assistant
Take incoming calls for questions/issues regarding
remodel contracts
Setup and coordinate remodel and labor bids with labor
crews
Handle escalated issues with clients regarding
completed work
Walkthrough completed work with clients
Maintain relationships with past clients and look for
opportunities for referrals and upsells
TK Carsites, Orange, CA 2008 -
2009
Program Analyst
Coordinate multiple highly customized website projects
on strict timelines
Manage customer expectations, gather requirements,
organize developer time slots
Maintain high quality deliverables using Total Quality
Management principles throughout the development
process
Train clients on website functionality and employees on
latest best practices
Analyze finished product for strong and weak lead
conversion rates, used feedback to further refine best
practices
Advanced Access, Anaheim, CA 2005 -
2007
MLS Services Coordinator
Department Manager responsible for establishing
business relations with data sources to create online
real estate search programs
Created extremely detailed project specification
documents based on both legal and data source
compliancy
Executed contracts, ensured the company did not breach
any contracts and managed breaches from vendors
Managed team that took specialized support calls and
e-mails for product
Diffused escalated situations with both clients and
vendors
Established new training system using Wiki technology
and classroom support for new hires and regular process
brush up for current employees
Regal Entertainment Group, Garden Grove, CA 2001 -
2004
Associate Manager
Managed large number of employees on shift
Ensured safety and accuracy of money and product
Hired and trained new employees
Created new manager training program designed to be an
easy reference for management in training
Handled escalated situations both face to face and via
phone calls and mail through the survey system
Co-led massive project streamlining money and product
management tools through Excel
Professiona Andrew Cox 714-595-33
l 75
References
Supervisor, In Game Support - Blizzard Entertainment
Joe Turner 714-937-12
39
VP of New Accounts - TK Carsites
Kevin Neujahr 562-879-83
82
General Manager - Regal Entertainment Group
Sean Gallagher, 319 S Velva Pl, Anaheim, CA 92804, 714-***-****,
**************@*****.***
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