Nadine Gallagher
Customer Care Specialist
Roseville,CA
Summary
Experienced Customer Care professional with 13+ years of delivering exceptional customer service. Skilled in conflict resolution and addressing diverse needs through calm and level-headed strategies. Maintains a positive and professional demeanor while ensuring customer satisfaction. Proven track record of providing high-quality service and fostering strong client relationships.
Overview
17
17
years of professional experience
Work History
Owner
Gilded Glow LLC
01.2023 - 01.2025
- Developed strong client relationships, resulting in repeat business and referrals for additional clientele.
- Managed day-to-day business operations.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Educated clients on proper pre-and post-tan care to maximize the longevity of their spray tans.
- Achieved a high level of client satisfaction by providing personalized spray tan services and addressing individual needs.
Patient Care Coordinator
LaserAway
07.2021 - 09.2022
- Acted as first point of contact and set appointments for prospective and current patience for multiple clinics in the Sacramento Region.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Educated patients by explaining preparation instructions for upcoming treatments.
- Established rapport and relationships with patients and support nursing staff.
- Resolved problems with areas such as communication and billing that could negatively impact services.
- Acted as first point of contact and set appointments for prospective and current patience for multiple clinics in the Sacramento Region.
- Promoted increased sales through outgoing/incoming calls demonstrating excellent product knowledge.
Customer Care Specialist and Call Center Workforce
Classic Vacations
03.2013 - 07.2021
- Handled 30+ incoming calls and emails daily professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed billing, service and account issues for hotel partners.
- Mastered multiple software systems for seamless navigation during calls while reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Monitored call guidelines for service levels, handle time and productivity.
- Optimized staffing levels by analyzing historical data and forecasting future trends, ensuring appropriate coverage during peak hours.
Reservation Support
Classic Vacations
04.2011 - 03.2013
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Provided quality monitoring and data trending analysis support to Classic Vacations sales agents.
- Reviewed over 150 reservations daily to ensure reservation agents followed all policies and booked clients correctly.
- Assisted sales agents with questions regarding policies, procedures, and protocol.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Sales Specialist
Classic Vacations
11.2009 - 03.2013
- Destination Specialist for Hawaii, Mexico, Caribbean and Tahiti.
- Qualified inbound phone calls while building rapport, answering questions, providing recommendations and leading conversations to bookings.
- Explained details about product options to inform customers and guide purchasing decisions.
Assistance Manager
Nordstrom Rack
10.2008 - 10.2009
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Helped run department to 5% increase over previous year.
- Established work procedures and schedules to keep track of daily work for team.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
Sales Associate
Nordstrom
08.2007 - 10.2008
- Grew sales and customer loyalty by opening new Nordstrom's accounts.
- Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
- Provided honest and confident feedback to customers about style and fit.
- Collaborated with team to keep department looking "ready" by stocking and re-merchandising
Education
Some College (No Degree) - General Studies
De Anza College
Cupertino, CASkills
- Competitive analysis
- Customer service
- Quality assurance
- Employee scheduling
- Reliability
- Payroll processing
- Data and trends analysis
- Workforce planning
- Effective communication
- Problem resolution
- Microsoft office
- Data entry
Timeline
Owner
Gilded Glow LLC
01.2023 - 01.2025
Patient Care Coordinator
LaserAway
07.2021 - 09.2022
Customer Care Specialist and Call Center Workforce
Classic Vacations
03.2013 - 07.2021
Reservation Support
Classic Vacations
04.2011 - 03.2013
Sales Specialist
Classic Vacations
11.2009 - 03.2013
Assistance Manager
Nordstrom Rack
10.2008 - 10.2009
Sales Associate
Nordstrom
08.2007 - 10.2008
Some College (No Degree) - General Studies
De Anza College
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