High School Diploma, Aeronautical Engineering @
Bilingual IT/telecommunications/customer service professional with extensive knowledge of telephony and networking developed after two decades of working for Fortune 500 companies and government agencies. Expertise developed while working on high speed internet, POTS infrastructure, network administration, server/desktop support, database interface administration and billing & customer service. Proven supervisory and managerial abilities in an active union environment. Customer-focused
Bilingual IT/telecommunications/customer service professional with extensive knowledge of telephony and networking developed after two decades of working for Fortune 500 companies and government agencies. Expertise developed while working on high speed internet, POTS infrastructure, network administration, server/desktop support, database interface administration and billing & customer service. Proven supervisory and managerial abilities in an active union environment. Customer-focused with strong problem resolution and relationship development skills.
Specialties: Performance Management, Bilingual (English/Spanish), Technical Proficiency, Team Player
Chief Information Officer @ Responsible for the planning, deployment and maintenance of all agency telecommunications infrastructure including server selection, cloud solution considerations (Azure, Office 365, AWS), client devices (cell phones and laptops/desktops), printer/scanners, and IPT voice. Also responsible for the oversight of the licensing and the security of all implemented solutions. Agency environment includes mixed mode of on premise and virtualized clients and includes remote branch locations throughout the state of Arizona. Continually develop solutions within the existing 3rd party provided e-license system to allow the agency to continue operations while at the same time contribute to and help to implement a replacement of that existing product. Performance managed helpdesk personnel as well as the agency’s frontline Customer Service Representatives.
Maintain over 100 agency IPT phones, including troubleshooting and designing solutions for specific department needs.
Oversee the update of server domain environments, upgrades of client device hardware/software, upgrades of IPT telephony- including IVR redesign and upgrades of cell phone equipment.
Agency’s subject matter expert on the e-license system’s capabilities. I became an integral part of creating solutions and enhancing the system’s current configuration to improve efficiencies in agency processes.
Proposed changes to the system are initially vetted through me before request for implementation from our service provider. From August 2007 to Present (8 years 5 months) Phoenix, Arizona AreaCall Center Supervisor @ Performance managed a team of 19 CWA union represented credit consultants to ensure that monthly collections goals were met while at the same time ensuring the best quality customer service was provided. Created development plans to work on correcting any shortcomings from my direct reports as well as provided positive reinforcement for those performing and excelling employees.
Took over the lowest performing team in the center and in four months had them in first place.
Created an incentive program to reward quality in customer service thereby drastically improving the team’s call quality results.
Identified top performing credit consultants and used them to help me develop the lower performing consultants, thereby creating team unity and rewarding my top consultants with supervisory experience.
Improved on the team’s overall results during the last four months, even after the announced office closure by keeping the consultants focused on the job at hand and nipping the, “I don’t have anything to lose” mentality at the bud by reminding them about their legacy and not “burning bridges”. From January 2003 to April 2007 (4 years 4 months) DSL Testing Technician @ Supervised the flow of orders for DSL service to ensure that the service would work on the day promised to the customer. Tested the physical lines that DSL would be working on to assure proper DSL capacity. When an issue was identified, initiated a request to get the issue resolved. Notified customers of any delays in the processing of their service requests and assigned new order due dates.
Trained team members on differentiating between issues that can be resolved at the central office and issues that require a technician visit thereby saving the company money on unnecessary truck roll outs.
Provided suggestions on procedural changes to the DSL order flow that when implemented allowed us to maintain original due dates on our orders thereby maintaining our customer satisfaction. From April 1997 to April 2002 (5 years 1 month) Bilingual Credit Consultant @ Assisted Spanish speaking customers with bill explanations, payments, arrangements and requests for service reactivations after denials for non-payment. Initiated payment investigations and applied payments as per customer's requests. Issued credits to correct billing errors using established guidelines as well as utilizing own discretion when adjustments were merited to help maintain corporate-customer relationships.
Became the lead consultant, assisting my direct supervisor with some of her managerial duties in supervising 20 of my peers.
At supervisor's request, did side-by-side development of some of the underperforming consultants in team thereby allowing manager time to focus on the team as a whole.
Selected as the "go to guy" in my team when issues of processes and expertise came up. From January 1997 to January 2002 (5 years 1 month)
Aeronautical Engineering @ Cal Poly, San Luis Obispo From 1992 to 1994 High School Diploma, Aeronautical Engineering @ Cuesta College Sergio Gallegos is skilled in: Performance Management, Teamwork, Problem Solving, Customer Service, Troubleshooting, Database Administration, SQL, Cisco Call Manager, VoIP, Software Documentation, IVR, Telecommunications, Databases, CRM, Project Management
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