Nicole Gallegos
Brighton,CO
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
Work History
Customer Success Manager
Nutrislice
10.2023 - Current
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
Sr. Implementation Manager
Nutrislice
02.2021 - 10.2023
- Resource planning for an Implementation Project based on the complexity of the requirements and timeline expectations of the customer
- Coordinate and set up the kick-off call with the client
- Drive the kick-off call and establish the roles and responsibilities of the team
- Set expectations of the Implementation and define the scope of the project
- Serve as the main point of contact for the client from the Sales hand-off call through the go-live date
- Work with numerous teams in the process to ensure a successful implementation
- Development, Product, Sales, Marketing, Account Manager, and Support
- Build and configure new clients' accounts through back-end parameters, create training plans, and train staff with confidence and passion
- Set-up and drive the regular status meetings with the customer POC
- Prepare and send weekly status reports with the health of the implementation
- Collect data and documentation to customize the clients' system to their office needs
- Troubleshoot and issues that occur
- Mentor and help train other staff members.
- Collaborated with cross-functional teams to ensure timely delivery of quality solutions for clients.
- Enhanced client satisfaction by providing detailed training and support during solution rollouts.
- Established strong relationships with clients through regular check-ins and progress updates, fostering long-term partnerships.
Software Implementation Specialist/Project Manager
Meditab Software Inc
02.2020 - 02.2021
- Resource planning for an Implementation Project based on the complexity of the requirements and timeline expectations of the customer
- Coordinate and set up the kick-off call with the client
- Drive the kick-off call and establish the roles and responsibilities of the team
- Set expectations of the Implementation and define the scope of the project
- Serve as the main point of contact for the client from the Sales hand-off call through the go-live date
- Work with numerous teams in the process to ensure a successful implementation
- Data Conversion, Hosting, Sales, Marketing, EMR, Account Manager, and Support
- Build and configure new clients' accounts through back-end parameters, create training plans, and train staff with confidence and passion
- Set-up and drive the regular status meetings with the customer POC
- Prepare and send weekly status reports with the health of the implementation
- Collect data and documentation to customize the clients' system to their office needs
- Troubleshoot and issues that occur
- Part of the Quality Check team to ensure our clients' systems are ready for go-live
- Mentor and help train other staff members and re-certify every 6 months.
Customer Service Specialist/ Account Manager
Gogo Business Aviation
01.2014 - 02.2020
- Duties include: Serve as a primary point of contact to customers, OEMs and dealers in regards to equipment/service activations and provide timely and professional responses relating to these requests
- Responsible for accuracy with accounts, respond to inquiries and provide direction, accurate documentation and tracking of customer requests, maintain a thorough working knowledge of all databases and applications association with Account Administration
- Maintain knowledge of Customer Support Activations and Account Administration processes and procedures and provide input toward process improvements to ensure ongoing customer care
- Effective organizational skills for a fast-paced environment
- Strong analytical and problem-solving skills.
Receptionist/Secretary
The Hand Center
04.2013 - 01.2014
- Duties include checking in patients, answering multi-line phone system, scheduling appointments
- Work directly with the doctor to schedule internal and external meetings, travel arrangements, and handling any business-related issues
- Assist staff and patients with all questions, and assist with any issues or concerns
- Verify and update patient information, and documentation
- Adept at filing, sorting, word processing and record keeping.
Billing/Receptionist/Front Desk Supervisor
Horizon Pediatrics
09.2008 - 04.2013
- Directly managed 5 employees to ensure each employee maintained proper policies and procedures while completing daily tasks
- Created and managed the daily schedules of 10 providers, and their on-call schedule
- Collaborated with Human Resources, Accounting and Marketing departments daily to ensure open communication
- Assisted staff with ongoing office-related questions and efficient problem solving
- Managed daily office tasks including ordering office supplies, scheduling time off, tracking invoices, office budget, and assisting the director with special projects
- Keyed charges using codes, checked and followed up on unpaid claims
- Checked in between 60 to 120 patients, answered multiple phone lines, scheduled appointments, verified patients' eligibility for same and next day appointments
- Entered patient information onto prescribed databases.
Financial Care Representative
T-Mobile
11.2006 - 09.2008
- Worked with customers to set up payment arrangements
- Assisted upset customers with courtesy and concern
- Maintained customer accounts, researched missing payments, issued credits, and explained billing statements and charges to customer.
Customer Service Representative
Alliance Data Systems
08.2005 - 11.2006
- Routed customers to various departments, took incoming calls from associates at retail stores, and communicated with customers when appropriate daily
- Viewed credit reports, performed maintenance on customer accounts, and completed data entry of all credit applications.
Education
High School Diploma -
Horizon High School
Denver, CO08.2005
Skills
- Customer Account Management
- Client Relations
- Strategic Planning
- Strategic Communications
- CRM Software
- Training and Mentoring
- Account Updates
- Customer Service
- Customer Relationship Building
- Inter-Department Collaboration
- Time Management
- Salesforce
References
References available upon request.
additional information - core competencies
- Typing Skills - 70 wpm
- Teamwork
- Organizational and communication skills
- Attention to detail
- Multitasking
- Reliable
- Leadership
- Honesty
- Detail Oriented
Timeline
Customer Success Manager
Nutrislice
10.2023 - Current
Sr. Implementation Manager
Nutrislice
02.2021 - 10.2023
Software Implementation Specialist/Project Manager
Meditab Software Inc
02.2020 - 02.2021
Customer Service Specialist/ Account Manager
Gogo Business Aviation
01.2014 - 02.2020
Receptionist/Secretary
The Hand Center
04.2013 - 01.2014
Billing/Receptionist/Front Desk Supervisor
Horizon Pediatrics
09.2008 - 04.2013
Financial Care Representative
T-Mobile
11.2006 - 09.2008
Customer Service Representative
Alliance Data Systems
08.2005 - 11.2006
High School Diploma -
Horizon High School
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