Sandra Galligan
Smyrna,TN
Summary
Customer-focused professional with 15 years of experience in delivering exceptional service and resolving inquiries in fast-paced environments. Expertise in effective communication, problem-solving, and relationship building, leading to high customer satisfaction rates. Proven leadership skills as a Contact Center Team Leader, enhancing service delivery and optimizing customer experiences through collaboration with cross-functional teams. Track record of improving operational efficiencies and motivating team members to achieve performance goals.
Overview
8
8
years of professional experience
Work History
Team Leader
Inizio Engage
Smyrna, Tennessee
07.2025 - Current
- Manage and coach a team of contact center virtual agents on best practices, operational procedures, and servicing patients.
- Act as a liaison between quality assurance and operations to create content for training programs.
- Support workforce management for the program, and maintain service levels.
- Conduct monitoring evaluations and weekly audits to minimize compliance errors.
- Lead engagement activities to support retention and growth.
- Train and develop other Team Leaders, in a floating senior role.
Senior HealthCare Communicator
Inizio Engage
Tennessee, Tennessee
05.2022 - 07.2025
- Ensure the consistent maintenance of high-quality standards across all client programs by strictly adhering to program scripts and guidelines. Skillfully gather necessary information as per individual program requirements and accurately input data into designated program databases.
- Exhibit effective communication and tele-management skills.
- Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed
Senior Customer Service Representative
Primeritus
10.2020 - 05.2022
- Serve as clients' primary contact, providing requested services and information. Collect essential data for repossession procedures.
- Manage internal systems, dispatch account info to field reps, and conduct basic skip tracing. Notify clients promptly upon collateral repossession.
- Communicate account statuses and manage consignments efficiently. Maintain accurate documentation of costs and charges.
Senior Assistant Manager
Covington Credit
02.2018 - 10.2020
- Supervising staff, delegating tasks, and providing guidance and training as needed.
- Conduct daily collection calls to past-due customers, facilitating payments and maintaining accurate records of daily metrics.
- Ensure timely daily closeouts and handle the closing procedures for new loans. Ensured customers understand their agreements and are comfortable with chosen due dates.
Education
High school diploma -
Smyrna High School
Smyrna, TNSmyrna, TN
Skills
- MS Office Suite
- Five9
- Salesforcecom
- Verint WFM Software
- Training and development
- Workforce management
- Quality assurance
- Cross-functional collaboration
- Performance metrics
- Process improvement
- Team motivation
- Call monitoring
- Change management
- Coaching and mentoring
- Hipaa compliance
- Healthcare regulations
- Audit management
Accomplishments
- Team Leadership Award 2024
- Coach of the Year 2023
- Top Performer, Quality and Service 2022
Timeline
Team Leader
Inizio Engage
07.2025 - Current
Senior HealthCare Communicator
Inizio Engage
05.2022 - 07.2025
Senior Customer Service Representative
Primeritus
10.2020 - 05.2022
Senior Assistant Manager
Covington Credit
02.2018 - 10.2020
High school diploma -
Smyrna High School