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Lory Gallagher
Billing & Customer Support/B2B Client Specialist

PO Box 441621, Aurora, CO 80044 - lorygallagher1@gmail.com - 720 495 5400

A Detail-oriented consulting professional that works well with people, offering over 13 years experience as a Billing and Customer Consultant for a Power Company. Currently working as a Customer Operations Specialist and interested in applying organizational skills and experience Managing Accounts in Billing and Customer Service as a Business to Business Client Specialist.

WORK EXPERIENCE
1.Customer Operations Specialist - ASF Payment Solutions - Englewood, CO - September 17, 2018 to Present - Fulltime position
Payment Processing, Customer Service, Member & Client Support, Process Cancellations, Create Reports, Follow-up on Billing & Account Management, Refunds & Dispute Resolution, Inbound & Outbound Calls

2. Event Planner/Marketing Director/Owner Self Employed Flex Hours Part & Full time
Spread the Word Network Aurora, CO - April 2003 to Present
Manage Websites, Email Marketing Campaigns through Constant Contact, Network on Facebook - LinkedIn - MeetUp - Twittwer - Yelp, Activities Director, Event Planning, Delegates Work to Volunteers, Hire Dance Instructors, Manage Credit and Debit Card Payments through Pay Pal, Dance Instructor and DJ.

3.Email Marketing & Researcher - Dagmar Branding - Centennial, CO - Feb 5, 2018 to Aug 2018 - Part Time position
Email Potential Leads, Research Accounts - Websites - LinkedIn for more potential contacts, Work on CRM (Customer Relationship Management) through ZOHO Operations System.

4. Researcher - Image Support Assistant
SKLD - Denver, CO-May 2005 to June 15, 2017 Temp to Full time to Part Time position
Scan Documents from Tapes for Title companies, Research Documents. Post Legal Descriptions to Accounts, Run End of Day Reports, Collect Data from County Offices, Enter into ArcGIS to Create Maps, Maintain Library of Tapes, Email updates through Outlook, Enhance Documents via Predatore, Supervised Staff one Summer, Assisted in Projects for Management.

5. Administrative Coordinator
Ajilon Professional Staffing, LLC - Greenwood Village, CO-December 2004 to April 2005 - On Call Basis
Dispatch Work to Field Reps, Pull Reports from Oracle, Create Daily Reports in Excel, Close out Orders to Manage Accounts for the Region. Organized General file in HR department, Check Mortgage Contracts for Wire Transfers.

6. Administrative Coordinator
D & B Recruiting - Watkins, CO-August 2004 to November 2004 - Temporary Assignment
Organize General File and Record Retention for Company Vehicles. Contact Internal Customers to Inventory Vehicles, Update Personnel Files, Edit Procedure Manuals

7. Collections Coordinator
Agilent Technologies Inc - Englewood, CO-December 1999 to October 2003 - Full time position
Temp Worker as Collections Coordinator through Volt Services at Agilent Technologies from 12/99 to 2/7/2000, then was hired fulltime as an Agilent employee.
Manage a Multi Million Dollar High Risk Account for 2 years, Offset invoices, Cash Application, Write off Adjustments, Create Manual Invoices, Negotiate Payment Terms, Manage High Volume of Receivables, Resolve Billing Disputes, Prepare Billing Statements, Discussed Contracts, Purchase Orders and Invoices with Buyers, AP Dept, Field Engineers in US and Canada. On the Diversity Committee, Liaison between the Sales Order Management and Collections Group, Trainer and Coach for Canadian Collection Team.

ADDITIONAL INFORMATION: Prior to relocating to Colorado
1. Worked as a Customer and Billing Consultant at PECO Energy in Philadelphia, PA
Resolve Billing Disputes, High Bill Complaints, Interview Customers, Schedule Appointments, Emergency Call Taking. Conduct Cost Analysis for Residential Accounts, Educate Customers in Deregulation, Create Duplicate and Long Period Bills, Gave Payment Terms based on Financial Statements and Coordinate the Distribution and Tracking system of Correspondence and return mail from 6,000 to 12,000 pieces of mail per month.

EDUCATION
Coursework in Business Administration Delaware County Community College - Media, PA
TRAINED in the following: ArcGIS Mapping, CIS/CFS Network, Excel, FileNet, Imaging, Legacy System, Lotus Notes, Ms Word, Open Office, Outlook, Oracle, Predator, SAP, Windows 98/2000, Zoho.com CRM

SKILLS: Online Marketing (10+ years) Constant Contact - FaceBook - LinkedIn - MeetUp - Site Right Now - Twitter - YELP
LINKS: www.meetup.com/Singlesonthemove/
www.meetup.com/Denver-Social-Dancing/
www.spreadthewordnetwork.com/LorysDanceOdyssey.html




What Customer Service means to me

Before moving to Colorado, I worked at PECO Energy in Philadelphia as a Customer Consultant and did everything from A to Z to help our customers from billing explanations to emergency call taking. I also referred people to agencies to help pay their bills, including interviewing customers in person regarding the Low Income Home Energy Assistance Program. I gave rate calculations and sent them adjusted bills. It was important to satisfy each customer, whether over the telephone or in person. Listening to their inquiries was a skill that I developed in order to answer their questions. Sometimes I had to send them written confirmation to close an investigation.

When it comes to serving our customers, whether you are selling a product or service...their concerns matter. They need to know, that they are talking to a person who cares (not a computer) and they want us to get to the bottom of things. Great customer service leads to repetitive sales and good referrals. Sales isn't always about money. A little TLC can go a long way. Satisfaction Guaranteed.




Record Retention & Business Relationships

I have always worked with records throughout my career in account management. At PECO Energy I was the subject matter expert in the correspondence area. I also investigated former address customer inquiries that may have required written utility reports.

At Agilent Technologies I had to look up the purchase orders that the buyers sent us and compare it with their records in order find out why the buyer would not pay the invoice(s). Once I completed my research, they paid the bills.

At SKLD I worked with tapes of documents dating back to the 1800's to 2000 for Title companies. At some other offices I worked on updating general files. I have updated accounts on many different computer systems. Most recently on the Customer Relationship Management system in SOHO/CRM in Sales & Marketing.

In order to conduct research, I had to maintain good business relationships with internal & external customers. Relationships are a two-way street. Volunteering to help out with projects is always a big help to management. Access to customer's records to complete research or to help customers understand their bills/invoices also contributes to better working relationships.





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