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Lory Gallagher
Billing & Client Support/Customer Care 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 of experience as a Researcher & Image Support Assistant. Currently working as a Support Services Specialist and interested in applying organizational skills and experience Managing Cases in Billing and Client Support as a Client or Customer Care Specialist.
WORK EXPERIENCE
1.Support Services Specialist - ASF 9/2018-10/2024 Full Time position: Payment Processing, Customer Service, Member/Client Support, Process & Schedule Cancellations, Create Reports, Follow-up on Billing & Account Cases, Refund & Dispute Resolution, Inbound & Outbound Calls, Instruct Clients in Member Management & Online Enrollment, Handle Supervisor Calls, Point of Contact for Some Clients.
2.Event Planner/Marketing Director - Owner Self Employed Part & Full Time Spread the Word Network – Aurora, CO-4/2003 to 12/31/2022: Manage Websites, Email Marketing Campaigns, Networking, Activities Director, Event Planning, Schedule MeetUps, Delegates Work to Volunteers, Hire Dance Instructors, Manage Credit/Debit Card Payments, Dance Instructor and DJ.
3.Email Marketing & Research - Dagmar Branding - Centennial, CO - 2/2018 to 8/2018 - Part Time position: Email Potential Leads, Research Accounts - Websites - LinkedIn for more potential contacts, Work on CRM (Customer Relationship Management)
4.Researcher - Image Support Assistant SKLD - Denver, CO-5/2005 to 6/2017–Part/Full Time position: Scan Documents from Tapes for Title companies, Research Documents. Post Account Legal Descriptions, Run End of Day Reports, Collect Data from County Offices, Enter into ArcGIS to Create Maps, Maintain Library of Tapes, Email updates, Enhance Documents in Predator, Supervised Staff one Summer, Assisted in Projects for Management.
ADDITIONAL INFORMATION: Collections Coordinator- Agilent Technologies Inc - Englewood, CO - 12/1999 to 10/2003 - Full Time - Temp Worker through Volt Services at Agilent Technologies from 12/99 to 2/7/2000, then was hired permanent/fulltime:
Manage a Multi-Million Dollar High Risk Account for 2 years, Off-set 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, Trainer & Coach for Canadian Collection Team.
EDUCATION Coursework in Business Administration @ DCCC - Media, PA
TRAINING: CIS/CFS Network, Excel, FileNet, Imaging, Legacy, Lotus Notes, Ms Word, My Club Business, Open Office, Outlook, Oracle, Point of Sale, Predator, SAP, SalesForce, Slack, Windows. ZenDesk, Zoho.com CRM
SKILLS: Online Email Marketing - Constant Contact - FaceBook - LinkedIn - MeetUp - Site Right Now LINKS: singlesonthemove.net - http://spreadthewordnetwork.com/Background.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 ZOHO/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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