Tina Gallo
Clarksburg
Summary
Dynamic operations manager with a proven track record at Hope Gas, Inc., excelling in relationship building and data analysis. Successfully developed and built the contact center from the foundation up, hiring 28 agents, 2 supervisors, 1 trainer and 1 analyst. Exceeded Customer Contact Center Service Levels in 2024 and 2025. Exceeded team performance through strategic planning and effective staff development. Leveraged marketing expertise to enhance business growth while maintaining compliance and operational excellence.
Overview
36
36
years of professional experience
Work History
Manager, Customer Contact Operations
Hope Gas, Inc.
02.2023 - 01.2026
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
- Launched quality assurance practices for each phase of development
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Supervisor, Customer Service Operations
Dominion Energy West Virginia
09.2012 - 02.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established team priorities, maintained schedules and monitored performance.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
Customer Service Representative
Dominion Energy West Virginia
03.1990 - 09.2012
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Created and maintained detailed database to develop promotional sales.
- Investigated and resolved accounting, service and delivery concerns.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Trained new personnel regarding company operations, policies and services.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
Education
No Degree -
Fairmont State University
Fairmont, WVSkills
Marketing
Risk management
Relationship building
Documentation and reporting
Emergency response
Product management
Trend analysis
Financial records oversight
Clear communication
Business planning
Performance evaluations
Customer relationship management (CRM)
Operations management
Regulatory compliance
Project planning
Contract management
Staff management
Data analysis
Project management
Safety procedures
Customer service
Workforce management
Business development
Time management
Change management
Work prioritization
Complex Problem-solving
Staff development
Cross-functional team management
Performance management
Policy and procedure development
Strategic planning
Expense tracking
Timeline
Manager, Customer Contact Operations
Hope Gas, Inc.
02.2023 - 01.2026
Supervisor, Customer Service Operations
Dominion Energy West Virginia
09.2012 - 02.2023
Customer Service Representative
Dominion Energy West Virginia
03.1990 - 09.2012
No Degree -
Fairmont State University