Manager Customer Service
Resume:
Tonya Gallagher
*** *. ***** *****, ********, AZ 85249
*****.*********@*****.***
Business Skills
Business Management Staff Development Technical Skills
Fraud Manager Team Building Expense/Data Reports
Program Manager Performance Evaluations Call Log Reports
Chargeback Manager Time Management Microsoft Office Applications
Customer Service Manager Scheduling Staff Forecasting/Multitasking
Human Resources Employee Coaching/Training Reservation System
Call Center Manager Productivity Improvement Solution Development
Professional Experience
Accounts Payable
DriveTime 2012 -
Present
• Earned promotion following superior performance and demonstrated ability to learn quickly and
master complex concepts.
• Verify and monitor billing expenses per vendor contracts and ensure financial reports are prepared
accurately and monitored for billing.
• Process up to 1500 invoices per month and input data in tracking system. Handle daily A/P
processes; manage vendor/supplier relations; and oversaw the timely, accurate processing of
invoices, purchase orders, credit memos, and payments.
• Handle the processing, distribution, accuracy verification and maintenance of invoices with a
network of vendors and suppliers. Address escalated issues from vendors regarding accounts
payable; and ensure accurate A/P files and records in accordance with company policies and
processes.
• Solve billing problems and correct invoicing and journal entry errors that have been missed.
Manage, review, and close claims for automobile vendors nationwide.
Customer Service 2011 - 2012
DriveTime
• Managed and resolved an average of 600 escalated calls/inquires every week for 12 months in an
inbound call center. Supported customers from many diverse backgrounds. Assisted callers via
phone, email, and chat in researching and resolving vehicle inquiries including billing,
warranties, rentals, and claims. Consistently exceeded all performance benchmarks (speed,
accuracy, and volume).
• Enhanced work productivity by streamlining processes; 1. Suggested new procedure that
decreased average talk time by 20 percent; 2. Increased website traffic by 15 percent.
• Trained and supervised both new and established employees for challenging calls.
• Revised departmental procedural manuals in a 3 week period under daily deadlines for customer
service, insurance, and claims.
Office Manager 2005 - 2011
Slicker & Associates Commercial Real Estate
• Maintained accounting for 12 commercial buildings and 5 residential homes.
• Managed confidential employee files: coordinated payroll for 10 employees.
• Coordinated maintenance work: negotiated with vendors, supervised contractors, paid
contractors, handled disputes.
• Coordinated office support activities and managed appointment calendar.
• Primary contact for customer and vendor inquiries and problem resolution.
• Conducted new-employee orientations and on boarding process.
• Recruited, hired, and trained employees.
Fraud Manager 2000
-2005
Sears National Bank
• Managed a staff of 40 employees for the fraud department.
• Interviewed, hired, and trained employees; planned, assigned and directed work; rewarded and
disciplined employees; addressed complaints and resolved problems.
• Investigated customer complaints and provided support in the resolution of problems.
• Implemented departmental and corporate policies and procedures.
• Wrote and updated departmental procedural manuals.
• Performed Performance Reviews; performed pay increases; recommended terminations.
• Provided weekly and monthly performance reports to senior management.
Education
Bachelor of Arts in Business Management University of Phoenix
Associate Degree in Business Administration Itawamba Community
College
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