David Gallagher
Sacramento,Ca
Summary
Excellent communicator with 15 years in a demanding call center environment as a Customer Service Representative. Patient and empathetic with extensive background in conflict resolution and customer care.
Overview
30
30
years of professional experience
Work History
Program Coordinator
Lao Family Community Development
10.2024 - Current
- Oversee staff schedules and assignments to handle programming demands.
- Facilitate regular meetings with team members to discuss progress updates and address challenges.
- Supervise, train, and support staff to build a collaborative, culturally responsive team.
- Maintain a database of landlords, properties and the relevant selection criteria they utilize. Communicate updates to relevant staff and community partners.
- Provide direct case management and support to clients, ensuring trauma-informed and client-centered care.
- Identify, recruit, and retain landlords to expand the organization's housing inventory; cultivate ongoing relationships to ensure housing access for clients.
Victim Advocate
Lao Family Community Development
05.2020 - 10.2024
- Support victims, family members and witnesses through various systems including law enforcement, healthcare, and social services.
- Develop safety plans to meet victims' assessment of need.
- Actively listen to clients' requests, confirming full understanding before addressing concerns.
- Carefully prepare documented correspondence, assessment reports, case records, program information and related documents to ensure program activities comply with program requirements.
- Assist other programs by providing quality control to ensure monthly goals are met.
Process Assistant
Amazon
10.2018 - 06.2020
- Increased operational efficiency by training associates on best practices .
- Managed multiple priorities in fast-paced environment.
- Worked with up to 80 employees to decrease process lags and boost productivity.
- Identified and resolved problems that impacted business outcomes.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Maintained working knowledge of latest industry techniques, methods and equipment.
Seasonal Learning Trainer
Amazon
11.2017 - 01.2018
- Conducted classroom training where new Ambassadors were certified on proper Technique in coaching new associates.
- Assisted in training fulfillment associates on how to be successful in their current roles.
- Perform safety audits throughout the fulfillment center.
- Assisted in streamlining current training material.
- Developed and implemented updating training programs for 50 employees.
Customer Service Advocate
Verizon Wireless
10.2006 - 01.2017
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Described product to customers and accurately explained details and care of merchandise.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Was responsible for learning and mastering numerous programs to efficiently provide world class customer service.
- Gathered and verified all required customer information for tracking purposes.
- Resolved both tier 1 and tier 2 tech calls.
Lead Customer Service Representative
Cingular Wireless
10.2002 - 10.2006
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Met all customer call guidelines including service levels, handle time and productivity.
- Planned schedules and workflows based on expected customer demands.
Supervisor
(UPS) United Parcel Service
03.1995 - 05.2001
- Met all production goals on time while making sure my employees worked efficient and safe at all times.
- Maintained accurate records for each days package flow and which destination they were routed to from the Sacramento hub.
- Scheduled staff shifts to cover peaks and lulls in package flow.
- Trained all personnel on how to use safe work methods while also maintaining service goals.
Skills
- Effective problem solver
- Skilled trainer
- Excellent time management skills
- Customer-focused
- Negotiation expert
- Microsoft Outlook, Word and Excel
- Exceptional telephone etiquette
- Adherence to high customer service standards
Timeline
Program Coordinator
Lao Family Community Development
10.2024 - Current
Victim Advocate
Lao Family Community Development
05.2020 - 10.2024
Process Assistant
Amazon
10.2018 - 06.2020
Seasonal Learning Trainer
Amazon
11.2017 - 01.2018
Customer Service Advocate
Verizon Wireless
10.2006 - 01.2017
Lead Customer Service Representative
Cingular Wireless
10.2002 - 10.2006
Supervisor
(UPS) United Parcel Service
03.1995 - 05.2001
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