Customer Service Management

Mark Gallagher

** ********** **, ***. *

Brighton, N.Y. 14610

Home/Cell: 585-***-****

*************@***********.***

CAREER OBJECTIVE

To move into a management position; where I will be able to use the skills I have obtained.

SKILLS SUMMARY

15+ years in customer service and retail sales

Information security / technology experience

Proficient with excel, access, word, MS office

Proficient with Microsoft Windows / Mac O/S

Ability to perform multi-tasks

Able to work independently, with little or no direction

Team-oriented

Detail-oriented

Strong interpersonal skills / organizational skills

5+ years ADT experience

Understanding of MasterMind Monitor / Signaling

PROFESSIONAL EXPERIENCE

2010 – Current: ADT–Assist Line

Team Lead experience

Special Project work

Advanced Tech Support / Web Support

Analytical Problem solving / decision making

Data processing of employee actions

Deescalating of calls

Soft Skills, and call management

Expertise in customer Service

Multi-tasking

Sidecar / Floor walking

CCTV/ Card Access, Pulse support

Communication / Interpersonal skills

Field Support experience

Time management and organizational skills

2009 – 2010:Sutherland Global –Customer service: Stubhub

Analytical decision making / Problem solving

Deescalating of calls

Expertise in customer service

soft / Phone Skills

Time management and organizational skills

2008 – 2009: University of Rochester – Security Officer

Conflict Management/Verbal Judo

Clinical / Non Clinical Restraining

Hazmat Training

Interviewing and incident Report Writing

Problem solving and decision making

Time management and organizational skill

Weapons Familiarization

2001-2007:Wegmans Food Market – Customer Service: Butcher Block

Conflict resolution

Expertise in customer service and support

Strong communication skills

Time management and organizational skills

SPECIALIZED TRAINING

2010 – Current ADT Security Services

Business Etiquette in Introductions

Coping with Aggressive Behavior in the Workplace

Conquering Career Stagnation

Communicating with Professionalism and Etiquette

Effective Interpersonal Communications Simulation

Eagle time management

Effective communication

Essential Mentoring Techniques: Mentoring Fundamentals

Leadership Essentials: Building Your Influence as a Leader

Leadership Essentials: Motivating Employees

Leadership Essentials: Communicating Vision

Interpersonal Communication: Communicating Assertively

Interpersonal Communication: Being Approachable

Interpersonal Communication: Listening Essentials

Interpersonal Communication: Communicating with Confidence

Leadership

Interviewing and selection

Managing by the numbers

Right way to manage

Using Business Etiquette to Build Professional Relationships

Up to date on ADT LMS Modules

Valuing diversity

EDUCATIONAL CREDENTIALS

Hilbert College, Hamburg, New York B.A. Economic Crime Investigation, Computer Security; Minor: Forensic Investigation

Hilbert College, Hamburg, New York Associate Degree in Criminal Justice

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