Jonathan Gallo
Miami
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Helpful Customer Experience expert passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.
Overview
5
5
years of professional experience
Work History
Receptionist
Moneypenny
Miami
04.2024 - Current
- Answered 100-200 daily phone calls to resolve wide scope of customer issues.
- Scheduled appointments for clients, customers, and other visitors.
- Assisted customers with making payments or completing orders in system.
Direct Sales Representative
Alorica
Cutler Bay
11.2022 - 04.2023
- Developed and implemented sales strategies to increase customer base.
- Maintained up-to-date knowledge of company's products and services.
- Responded promptly to customer inquiries and requests for information.
- Participated in team meetings to discuss strategies for achieving goals.
- Listened to customer needs to identify and recommend best products and services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Quality Assurance Associate
Alorica/ID.me
Miami
10.2021 - 04.2022
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Consulted with management and personnel to educate on QA standards.
- Researched and explored quality issues to report compliance.
- Spoke at staff meetings to promote security awareness, drawing attention to examples of incidents and consequences and showing how to minimize risk of compromise.
- Evaluated evidence of violations in company security policies to identify violators and investigate incidents, instructing employees on correct procedures.
Trusted Referee
Alorica/ID.me
Miami
06.2021 - 10.2021
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Upheld privacy and security requirements for customer information.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
Team Lead/Supervisor
MAP Communications
Doral
7/1/19 - 5/9/21
- Coached and mentored 10-20 staff members through constructive feedback to develop long-term career goals.
- Created training manual for all employees to use as reference guide.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Complied with company policies, objectives and communication goals.
- Established and enforced clear goals to keep employees working collaboratively.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
Customer Experience Agent
Stericycle Communications
Miami
6/1/15 - 7/1/19
- Supported customers with product implementation and usage and answered questions quickly and thoroughly.
- Kept detailed records of customer accounts, including actions taken, issues resolved and sensitive information.
- Answered 60-100 daily phone calls to resolve wide scope of customer issues.
- Prevented key account losses by researching discrepancies for corrective action.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Handled client inquiries with exceptional professionalism and enthusiasm.
Customer Service Representative/Trainer
Sunshine Communications
Coral Gables
3/1/12 - 6/1/15
- Answered 60-100 inbound calls per day and directed to individuals or departments.
- Updated client database system with order specifics and customer details, preferences and billing information.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Improved productivity by providing CSR performance feedback for corrective action.
Education
High School Diploma -
Miami Coral Park Senior High School
Miami, Florida06.2010
Skills
- Goal-oriented
- Processes and procedures
- Leadership
- Contract development and management
- Issue and conflict resolution
- Teambuilding
- Training & Development
- Flexible
Timeline
Receptionist
Moneypenny
04.2024 - Current
Direct Sales Representative
Alorica
11.2022 - 04.2023
Quality Assurance Associate
Alorica/ID.me
10.2021 - 04.2022
Trusted Referee
Alorica/ID.me
06.2021 - 10.2021
Team Lead/Supervisor
MAP Communications
7/1/19 - 5/9/21
Customer Experience Agent
Stericycle Communications
6/1/15 - 7/1/19
Customer Service Representative/Trainer
Sunshine Communications
3/1/12 - 6/1/15
High School Diploma -
Miami Coral Park Senior High School