Customer Service Manager

G inny Gallagher

MOBILE: 916-***-****

abl3nz@r.postjobfree.com

PROFESSIONAL HIGHLIGHTS

Twenty+ years experience in progressive management positions for diverse industries:

Telecommunications – Billing Software / Printing – Manufacturing / Distribution / Logistics – Big Box Retail

– Law Enforcement / Security / Polygraph - Education

Exceptional business acumen acquired with career history at small-large, public, private, and

multinational enterprises practicing start-ups, expansions, IPOs, mergers/acquisitions, bankruptcy filing

and emergence, and company closures; small business entrepreneur

Extensive and broad experience leading, developing and supporting: finance / accounting –

operations - customer service / support – marketing / sales / product development – project

management - order processing/fulfillment – inventory management / supply chain – quality &

regulatory assurance – information technology – disaster recovery

Position experience with high visibility to senior executives in a $34 billion company: responsible

for greater than $10 billion revenue, billing accuracy, quality control, financial analytics and metrics;

root cause discovery, error and trouble management, continuous process improvements with

documentation/remediation; customer satisfaction for greater than 20 million dynamic customers

Controlled Profit / Loss, and business unit budgets up to $180 million; 3rd party administration of a

$14 million contract

Development/implementation of knowledge-based expert IT platform; engineering automation for

improved service delivery

Leadership, mentoring and career-path setting for organizational departments with more than 300

employees (up to tertiary level management) in 24/7/365 operational environments at multiple sites

including foreign locations

Resource and vendor management in both fast-growth expanding businesses, and troubled

businesses effecting massive reductions-in-force and budget constraints as great as 50%

Credible professional that performs with honesty, integrity and superior ethical values providing

legendary customer service while creating a positive, collaborative, and fun work environment focused

on accountability, continuous process improvements, and employee development and growth

Self-directed, resourceful, fearless, and highly-motivated individual that demonstrates superior

organizational, written, verbal and presentation skills

PROFESSIONAL EXPERIENCE

CALIFORNIA STATE UNIVERSITY

Two years as Adjunct Faculty teaching an upper division International Business course in a classroom

setting of ~60 undergraduate students examining the legal, cultural, technological, political, and financial

environments of the multinational business enterprise including international trade theory, foreign direct

investment, global monetary system, and the strategies and structure of global business operations; ad-hoc

editor for pre-published international business textbook authors with Château Publishing (CA) and Routledge

Publishing (NY).

MCI WORLDCOM, INC.

Five years as Senior Manager, Consumer Billing Audit Center providing strategic and tactical support

of monthly end-to-end business transaction and billing functions for global data and voice

telecommunications products, features, and services to more than 20 million dynamic customers.

Responsibilities encompassed: regulatory compliance; accuracy & on-time delivery of billing invoices;

Ginny Gallagher

Page 1

2

financial analytics and metrics reporting; customer satisfaction, quality control with root cause discovery

and process improvement implementations; and revenue assurance of more than $900 million of

monthly billing. Project management of numerous company-wide initiatives such as: IT platform

development; new product, promo, pricing, software and customer base monthly releases; restatement

(auditing) of financial reporting (four years) for bankruptcy emergence; process documentation, remediation

and Sarbanes-Oxley compliance; and alliances with other Telco’s for market penetration.

Valley Media, Inc.

Two years expense reduction management while providing increased services, and improving efficiencies

and cost effectiveness for various corporate and national satellite business functions including: account

receivables invoicing; mail distribution; procurement and contract/vendor management for corporate and

warehouse supplies, equipment, vending, environmental services, and company travel.

USCS/INTERNATIONAL BILLING SERVICES

Five years as department head and Director, Customer Support providing strategic and tactical

operational support for the software integration and production of printing and mailing more than 80 million

monthly billing statements on behalf of numerous industries (cable, financial, utilities, transportation,

telecommunications, etc.) providing quality assurance, regulatory compliance, disaster recovery, and the

creation and logistics of customer support products and services.

EXTENDED EMPLOYMENTS

Big box retail Warehouse / Store Manager for Price Club (Costco) and Circuit City; additional

responsibilities included regional administrative consultant/auditor; and facilitator for numerous store

openings in Northern California.

Operations Manager and 3rd party contract administrator of multiple pick/pull distribution sites for

Hewlett Packard; key player in design planning of consolidating four locations to one.

EDUCATION and TRAINING

MBA, International Business (60 unit program) – magna cum laude, 2002 – Golden Gate University, San

Francisco, CA

Bachelor of Science in Business Management – summa cum laude, 1998 – University of Phoenix,

Sacramento, CA

Numerous operational, customer service, project management, and finance training certifications from

Dale Carnegie & Associates, Blanchard Development Training, Covey Leadership, American Management

Association, New York University and California State University.

TECHNICAL PROFICIENCY

Intermediate proficiency with: Windows XP; Microsoft Office 2007 (Word, Access, Excel, PowerPoint); ERP and

Financial applications (SAP ECC6.0, Oracle PeopleSoft, Hyperion - Essbase, Cognos, Crystal Reports, VISIO);

retail, inventory, distribution, and warehouse management applications (IBM AS400, EDI, POS – IBM, NCR);

transportation applications (FedEx, UPS, RPS); Internet Explorer/Firefox engines; Dreamweaver; WebCT;

CAD; and numerous business proprietary applications.

2

ACKNOWLEDGEMENTS AND AWARDS

California State University: first year panel evaluation established overall “outstanding performance” in

teaching

MCI: awarded Finance Business Operations Remediation and Restatement Hero (2004) and Circle of

Excellence (2001)

USCS/International Billing Services: nominated for “Making a Difference” awards (1995, 1996);

awarded Safety Manager of the Year (1994)

Ginny Gallagher

Page 3

Contact this candidate