Jessy Gallego
Apopka,FL
Summary
Experienced leader specializing in customer care, leadership development, and data-driven insights. Demonstrated success in overseeing large-scale projects and initiatives, improving operational efficiency, and enhancing customer experience. Proficient in cross-functional collaboration, strategic planning, and fostering team development within dynamic environments.
Overview
18
18
years of professional experience
1
1
Language
Work History
Program Manager
Experian
Orlando, FL
01.2024 - Current
- Skilled in overseeing large-scale customer service programs, ensuring alignment with organizational goals
- Proven success in process and system improvements while reducing operational costs b
- Work collaboratively with other departments and executive leadership to enhance the customer experience journey
- Track record of successfully managing projects from conception to completion, delivering on time and within budget
Customer Experience Manager
T-MOBILE US
Orlando, FL
01.2020 - 01.2023
- Supported various departments to drive business initiatives, including Sales and NPS in 80+ Retail Stores, Call Center, and Engineering
- Provided resolution support, resolving hundreds of executive escalations, resulting in extreme effort escalations decreasing by 45%
- Identified trends and impacts in the business on both local and national levels and collaborated with area directors to create solutions for the area
- Integrated a call center of 400+ leaders and associates from Sprint to T-Mobile
- Established cross-functional teams for improved communication between departments and better customer experiences.
Call Center Manager
T-Mobile
01.2014 - 01.2020
- Developed leaders and supported teams of 50+, cultivating their professional development while achieving company goals
- Led strategic focus plans in alignment with customer experience initiatives while enhancing both the customer experience and sales performance
- Hired, trained, retained, and communicated business strategies, evaluating criteria to foster growth and advancement within a P&L ecosystem
- Through call trending and reporting, developed proactive strategies, consistently keeping the team in the company's top 25%
Assistant Supervisor
Palmetto Citizens Federal Credit Union
Columbia, SC
01.2013 - 01.2014
- Led and contributed to the growth of the volume of sales, consistently over 110% to goal with credit card and account sales targets
- Formulated business objectives and steered strategic initiatives aligned with the company’s mission
- Planned sessions to motivate leaders for both personal and professional growth, driving them to surpass business objectives
Assistant Customer Service Manager
Publix Super Market, Inc
Columbia, SC
01.2007 - 01.2012
- Led front-end teams to improve customer service and elevated multiple stores by 12%+ in satisfaction scores
- Effectively managed Profit & Loss Model and taught critical success factors in a multi-million-dollar store
- Performed 100+ interviews, hired, trained, and created schedules for frond-end operations
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Education
Bachelor of Arts - Business Administration
University of Arizona Global Campus
01.2024
Skills
- Core Competencies Skills
- Customer Focus
- Motivational Leader
- Conflict Resolution
- Change Management
- Strategic Vision & Planning
- Leadership & Team Management
- Communication & Collaboration
- Operational Excellence
- Problem-Solving & Decision Making
Timeline
Program Manager
Experian
01.2024 - Current
Customer Experience Manager
T-MOBILE US
01.2020 - 01.2023
Call Center Manager
T-Mobile
01.2014 - 01.2020
Assistant Supervisor
Palmetto Citizens Federal Credit Union
01.2013 - 01.2014
Assistant Customer Service Manager
Publix Super Market, Inc
01.2007 - 01.2012
Bachelor of Arts - Business Administration
University of Arizona Global Campus