MICHAEL GAGLIANO
Merrillville,IN
Summary
Executive support and operations leadership with experience in office management, accounting, accounts receivable, invoicing, and dispatching. Manage multiple priorities with detail-focused accuracy and reliable execution. Deliver strong customer service and collaborative team support.
Overview
1
1
Certification
31
31
years of professional experience
Work History
Program Director, Crisis Care Connection
Sounds of Sarah
12.2025 - Current
- Directed daily operations of community-based mobile response program, ensuring effective service delivery to individuals in crisis.
- Maintained partnerships with community organizations, public agencies, and service providers to coordinate comprehensive crisis response services.
- Supervised and supported peer staff, fostering accountability and promoting professional growth to enhance service quality.
Recovery Services Supervisor
HealthLinc
11.2021 - 12.2025
- Supervised recovery staff, managing scheduling, payroll, intake, and case management to ensure smooth operational flow.
- Monitored service outcomes and supported staff development, fostering accountability within the team.
- Served as liaison to courts, community organizations, and service providers, enhancing collaborative service delivery.
Front End Associate
Walmart
11.2023 - 12.2025
- Assisted Walmart front end customers with purchases, questions, and checkout support.
- Oversaw self-checkout operations, assisted customers, resolved service issues, and fulfilled greeter and cashier roles.
- Operated cash registers and self-checkout lanes with accurate payment handling.
- Processed returns, exchanges, and receipts following Walmart service procedures.
- Managed dual responsibilities for two years, balancing duties at HealthLinc and front-end associate role.
Certified Recovery Coach
HealthLinc
06.2021 - 11.2021
- Supported HealthLinc patients through recovery planning and peer coaching.
- Coordinated client support, resource allocation, community outreach, and Family Recovery Court activities to enhance client engagement and recovery pathways.
- Coordinated behavioral health referrals with HealthLinc care teams.
- Assisted patients with treatment navigation and community resource connections.
Branch Manager
Indiana Bureau of Motor Vehicles
08.2018 - 02.2021
- Managed branch operations for Indiana Bureau of Motor Vehicles service center
- Oversaw branch operations, ensuring compliance with state performance requirements and delivering excellent customer service.
- Supervised staff scheduling, assignments, and daily customer service coverage
- Recruited and trained employees, coaching them to effectively resolve customer and operational issues.
- Enforced state regulations, policies, and compliance procedures
Supervisor on Duty / Service Desk Team Leader
Franciscan Health & Fitness
02.2008 - 09.2017
- Supervised Franciscan Health & Fitness front desk, gym floor, and member service operations.
- Led front-line staff and managed daily facility operations, ensuring smooth scheduling, accurate payroll, effective training, and high-quality customer service.
- Coordinated daily schedules for staff, classes, and facility coverage.
- Trained associates on wellness center procedures, safety rules, and service standards.
- Addressed member concerns by providing personalized assistance and solutions. and supported efficient facility operations.
Customer Services Supervisor
Exelon / ComEd
01.1996 - 06.2007
- Supervised customer service and operations teams, managed payroll and budgets, led safety initiatives, maintained customer satisfaction ratings above 90%.
- Managed ComEd customer service operations across billing, outages, and service requests.
- Supervised call center staff handling Exelon customer inquiries and complaint resolution.
- Coordinated escalated cases involving power restoration, disconnect notices, and payment arrangements.
Education
B.S. - Business Management
Indiana Wesleyan University
01-2017
A.S. - Business Management
Indiana Wesleyan University
01-2015
Skills
- Operations Leadership Program Management Team Development Customer Service Staff Coaching Scheduling & Payroll Compliance Performance Management Staff Training Process Improvement Community Partnerships Budget Oversight
- Crisis intervention
- Case management
- Program evaluation
Certification
CPRC-MH — ICADDA | CPSP | CPR & First Aid Certified
Timeline
Program Director, Crisis Care Connection
Sounds of Sarah
12.2025 - Current
Front End Associate
Walmart
11.2023 - 12.2025
Recovery Services Supervisor
HealthLinc
11.2021 - 12.2025
Certified Recovery Coach
HealthLinc
06.2021 - 11.2021
Branch Manager
Indiana Bureau of Motor Vehicles
08.2018 - 02.2021
Supervisor on Duty / Service Desk Team Leader
Franciscan Health & Fitness
02.2008 - 09.2017
Customer Services Supervisor
Exelon / ComEd
01.1996 - 06.2007
B.S. - Business Management
Indiana Wesleyan University
A.S. - Business Management
Indiana Wesleyan University