Joseph Gallagher
Philadelphia
Summary
Technical Product Sales Support professional specialized in team leadership, resource coordination and customer service. Accomplished Coordinator offering a 1-year track record of success in managing high-quality services in business-to-business environments. Analytical problem solver and exceptional decision maker. Seeking to use experience to further advance within my career. Highly successful Technical Product Sales Support Coordinator proficient at executing customer and team communication, order entry overview, reporting, and scheduling functions. Strong Workbench, Salesforce, Cafe 360, CSG and Comtrac abilities with expertise in directing teams of professionals in high-volume settings.
Overview
21
21
years of professional experience
Work History
Coordinator 3 Technical Product Sales - Business
Comcast
Philadelphia
05.2022 - Current
- Coordinated project timelines and schedules for multiple teams across the organization.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
WAN Coordinator / Construction Coordinator
Comcast
Philadelphia
04.2019 - 05.2022
- I work within the national accounts operations team scheduling orders based on deadlines of new acquisitions.
- Analyzing data trends to limit orders from failing to install.
- Working with our vendors to complete short- and long-term projects.
- Managing the life cycle of special projects / customers during the phases of construction for install.
Retention Sales Support
Comcast
Horsham
01.2016 - 04.2019
- I impacted our NPS Score by tracking results, sending detractor escalation for coaching, and ran incentives for awareness for top NPS and Quality.
- Assisted in the creation of the retention support case queue for easier tracking of retention issues, reporting on case volume, and resolving Director and VP escalations when needed.
- Mentoring retention agent’s as well as coaching directly with agents in a one-on-one style to reduce rejects.
SMB Retention
Comcast
Horsham
03.2013 - 01.2016
- Aided in controlling revenue loss by discussing and eliminating customer concerns.
- I assisted with supporting the floor to help answer questions to assist with productivity.
- Sold Comcast Business Class service to current customers and acquired new subscribers.
- Consistency met my metrics for sales goals and call performance.
- Assisted with Order Acceptance for Retention Agents on renewal of services for existing customers.
Department Manager
Wal-Mart
Philadelphia
09.2008 - 08.2011
- Managed approximately 50 employees, including scheduling, workflow, and adherence to ensure consistent front-end coverage at all times.
- Assisted internal and external customers with concerns while enforcing policy and utilizing local procedures to find appropriate resolutions.
- Prioritizing daily work to ensure my team has completed required activities.
Data Entry Representative
Express Scripts
Bensalem
01.2008 - 08.2008
- Met daily goals to place customers’ orders within our system.
- Distributed customers required supply to determine the quantity of the items placed within an order.
- Worked with my team to obtain resolutions to inaccuracies within the order process.
Service Technician
Verizon Wireless
Philadelphia
01.2006 - 12.2006
- Troubleshooting issues with customer’s equipment or replaced device to ensure customer satisfaction.
- Provided customer education to end user with available software upgrades and added accessories to promote quality customer experience.
Customer Service
Wal-Mart
Philadelphia
08.2004 - 11.2006
- Delegate any responsibilities to associates in maintaining all departments in the store.
- Provided customers with knowledge of in-store offers and services available.
- Maintain a fully stocked department, checking on status of new inventory.
Education
High School Diploma - Philadelphia, PA
Mast Community Charter High School
Philadelphia, PA01.2004
Skills
- Project management
- Technical troubleshooting
- Data analysis
- Scheduling optimization
- Process improvement
- Customer relationship management
- Orders management
- Problem solving
- Team collaboration
- Operations management
Timeline
Coordinator 3 Technical Product Sales - Business
Comcast
05.2022 - Current
WAN Coordinator / Construction Coordinator
Comcast
04.2019 - 05.2022
Retention Sales Support
Comcast
01.2016 - 04.2019
SMB Retention
Comcast
03.2013 - 01.2016
Department Manager
Wal-Mart
09.2008 - 08.2011
Data Entry Representative
Express Scripts
01.2008 - 08.2008
Service Technician
Verizon Wireless
01.2006 - 12.2006
Customer Service
Wal-Mart
08.2004 - 11.2006
High School Diploma - Philadelphia, PA
Mast Community Charter High School