Christina Gailey
Conshohocken,PA
Summary
Collaborative leader with a proven track record in organizational development and learning management systems. Successfully enhanced team productivity and overall client satisfaction at EMCOR Facilities Services and MIT Services. Spearheaded project training initiatives utilizing Articulate and other training development mediums, fostering innovation and growth. Implemented comprehensive training programs for employees, vendors, and customers, ensuring effective technical training across all stakeholders.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
KITOME
11.2020 - 04.2023
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Organizational Development Consultant
MIT Services
04.2018 - 10.2020
- Spearheaded change initiatives that resulted in significant improvements in operational efficiency across various departments within client companies.
- Leveraged outstanding analytical and problem-solving abilities to identify the root causes of organizational challenges and develop effective solutions.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Educated staff on organizational mission and goals to help employees achieve success.
- Created and managed project plans, timelines and budgets.
- Devised and implemented processes and procedures to streamline operations.
- Spearheaded and launched client Knowledge Base and E-Training on the CompliSpace platform.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Implemented change management strategies to ensure successful organizational restructuring and transformation initiatives.
- Managed multiple projects simultaneously while maintaining a strong focus on quality assurance standards throughout all deliverables.
- Facilitated team-building exercises to strengthen communication and collaboration among cross-functional teams.
- Partnered with HR departments to design and implement comprehensive talent management strategies that aligned with overall business objectives.
- Developed and executed comprehensive change management plans for successful company-wide initiatives.
- Reduced employee turnover rates by creating targeted retention strategies and fostering a positive work environment.
Project Manager
EMCOR Facilities Services
03.2014 - 11.2017
- Monitored project progress, identified risks and took corrective action as needed.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Identified plans and resources required to meet project goals and objectives.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team's ability to deliver results.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Fostered a culture of innovation and creativity within the project team, leading to improved problem-solving capabilities and enhanced outcomes.
- Coordinated material procurement and required services for projects within budget requirements.
Account Coordinator
EMCOR Facilities Services
09.2010 - 03.2014
- Asked appropriate open-ended questions to discover customers' needs and requirements.
- Maintained detailed records of account activities, ensuring accurate invoicing and budget tracking processes were in place.
- Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
- Escalated issues to appropriate channels as necessary.
- Supported senior account managers in strategic planning initiatives aimed at growing existing accounts or acquiring new business opportunities.
- Analyzed invoices to detect discrepancies, duplicate payments and overpayments.
- Updated internal databases with account information to maintain concise, clear records.
- Facilitated weekly status reports, project documentation and client billing.
- Developed strong relationships with clients to encourage repeat business and referrals.
- Negotiated with suppliers on behalf of clients, securing cost-effective solutions that met client needs.
Program Manager
Revolutionary Nurses
01.2007 - 08.2009
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Participated in pilot tests and revised programs based on feedback and results.
- Coached team members on productivity strategies to accomplish challenging goals.
Education
MBA - Engineering Management
The University of Southern Indiana
Indianapolis, IN10-2019
Bachelor of Science - Business Management
University of Scranton
Scranton, PA06-2009
Bachelor of Science - Marketing
University of Scranton
Scranton, PA06-2009
Associate of Science - Accounting And Finance
University of Scranton
Scranton, PA06-2009
Skills
- Learning and Development Experience (S&P 400 Company)
- Articulate Storyline Planning & Development
- Learning Management Systems
- Organizational Development
- Business Needs Analysis
- Orientation and Onboarding Programs
- Technical training
- Program Monitoring and Tracking
- Training material development
- Survey Management
- Training Program Development
- Creative Solution Development
- Employee Interviewing
Timeline
Customer Service Manager
KITOME
11.2020 - 04.2023
Organizational Development Consultant
MIT Services
04.2018 - 10.2020
Project Manager
EMCOR Facilities Services
03.2014 - 11.2017
Account Coordinator
EMCOR Facilities Services
09.2010 - 03.2014
Program Manager
Revolutionary Nurses
01.2007 - 08.2009
MBA - Engineering Management
The University of Southern Indiana
Bachelor of Science - Business Management
University of Scranton
Bachelor of Science - Marketing
University of Scranton
Associate of Science - Accounting And Finance
University of Scranton
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