Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
EMILY S. GALLAGA

EMILY S. GALLAGA

Indianapolis,IN

Summary

Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

18
18
years of professional experience

Work History

Senior Account Manager

CNAC Finance
07.2017 - Current
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Worked in call center environment handling 100+ manual and automatically dialed outbound calls daily.
  • Monitored 75 customer accounts daily for payment delinquency and initiated collection efforts.
  • Negotiated re-payment plans by identifying causes of delinquent payments providing resources to assist in payments and meet realistic timeframes.
  • Solicited payment in compliance with fair debt collection practices.
  • Achieved performance goals on consistent basis.
  • Used skip tracing and other techniques to locate debtors ie TLO, pulling credit reports, verifying residence and employment, Work Number Google Search.
  • Initiated repossession process by reporting to Asset Department.
  • Responded to customer inquiries and provided detailed account information.
  • Entered client details and notes into system for interdepartmental access and review.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Negotiated to collect balance in full.
  • Trained and coached sales team members servicing delinquent accounts.

Transport Coordinator

American Medical Response
08.2016 - 04.2017
  • Patient information confidentiality
  • Provided timely transportation of diverse clients to healthcare facilities.
  • Built and maintained strong partner relationships for smooth, cost-effective logistics.
  • Met safety and regulatory standards for full operational compliance.
  • Analyzed transportation data to identify improvement opportunities.
  • Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
  • Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
  • Coordinated dispatching of 20 drivers to accomplish daily delivery requirements

Dispatcher

Seals Ambulance Service
07.2015 - 08.2016
  • Monitored vehicle locations to coordinate timely arrivals.
  • Communicated with medical staff to provide transport updates and resolution.
  • Scheduled transport according to customer needs.
  • Utilized dispatch software to enter patient information and schedule transport.
  • Answered phone calls and responded to radio communications .
  • Monitored and tracked dispatch communication systems.
  • Coordinated with drivers to facilitate efficient routes and timely arrivals.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Directed dispatching, routing, and tracking of 15 fleet vehicles
  • Sent out drivers to assist 1-2 hourly callers based on locations, needs and worker availability
  • Closely monitored dispatch board to triage and prioritize over 75 daily calls

Assistant Manager

Marcos Pizza
11.2013 - 07.2015
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Established team duties, maintained schedules and monitored performance.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Developed strategy to increase sales and drive profits.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Supervised a team of 25-30 employees

Receptionist

Law Office
09.2011 - 12.2011
  • Communicated professionally with clients, colleagues and legal partnership verbally and in writing.
  • Prioritized and handled multiple assignments and maintained firm commitment to deadlines.
  • Created and printed legal documents for attorneys to review.
  • Completed data entry of legal documents into electronic filing systems.
  • Transcribed information from typed or handwritten notes, shorthand or dictation and confirmed accuracy and correct formatting of documents.
  • Produced and filed various legal documents and electronically preserved updated case record system.

General Manager

Pizza Hut
04.2005 - 08.2009
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Developed and implemented strategies to increase sales and profitability.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.

Education

No Degree - Business Management

IUPUI
Indianapolis, IN

No Degree - Dental Front Office

MedTech College Indianapolis

Associate of Applied Science - Health And Physical Education

Ivy Tech Community College of Indiana
Indianapolis, IN
2014

Skills

  • Internal and External Communications
  • Compliance Adherence
  • Skip Tracing Debtors
  • Customer Relationship Management
  • Medical Terminology
  • Managing Delinquent Accounts
  • Complex Problem-Solving
  • Negotiation and Resolution
  • Client Relationship-Building
  • Call Volume and Quality Metrics
  • Program Operations
  • Customer Data Confidentiality

Accomplishments

  • Supervised team of 25 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Recognized by management for customer satisfaction which resulted in a company wide recognition.
  • Promoted to Senior Account Manager after 1.5 years with the company.
  • Earned the “Best of the Best” Award in 2018 & 2019 for Exceeding Company Goal Standards.
  • Created fundraiser, resulting in increased sales.
  • Achieved Top Performer by completing monthly goals with accuracy and efficiency.

Timeline

Senior Account Manager

CNAC Finance
07.2017 - Current

Transport Coordinator

American Medical Response
08.2016 - 04.2017

Dispatcher

Seals Ambulance Service
07.2015 - 08.2016

Assistant Manager

Marcos Pizza
11.2013 - 07.2015

Receptionist

Law Office
09.2011 - 12.2011

General Manager

Pizza Hut
04.2005 - 08.2009

No Degree - Business Management

IUPUI

No Degree - Dental Front Office

MedTech College Indianapolis

Associate of Applied Science - Health And Physical Education

Ivy Tech Community College of Indiana

Similar Profiles

CREATE PROFILE
EMILY S. GALLAGA