1. SHELBY GALLAGHER
501 HollyCtJacksonville,NC 28540| (910) 358-5099| Smsnyder715@outlook.com
SUMMARY
I ama very loyal,caringand punctual person.I amincrediblyambitiousand driven.In
lifeI wanta career thatmatters,whereI can truly help people.I wantto makea
differencein someone’s life.I ama peopleperson and interactwith otherswell.I ama
very quick learningandwillingto experiencenewskills.I amvery organized andcan
multi-task withno issue.My employmentatConvergyshasenhanced my ability to do
so.I volunteered with SpringHill Fireand Rescuefor 3 yearswhilein high school
performingFirstResponder duties.I maintained my CPRcertification from2007-2013.I
also receivedmy Personal TrainingandGroup Fitness Certification fromIFA.
COMPUTER SKILLS
Languages
· English
Software
· Proficientif all MicrosoftOfficeProducts
· Ability to type90 words per minute
EXPERIENCE
June 2013-Current Customer SupportAssociate,Convergys
· My responsibilities includeinteractingand providingsuperiorcustomer serviceto
customers thatcall in.As a Customer ServiceRepresentativeI amresponsiblefor
articulatingcomplex troubleshootingstepsto customers,handlingvariousbilling
inquires,savingcustomersfromcancelingtheir accounts and promotingDIRECTV.
Duringmy timehereI havealsobecomea Coach.Thisconsistsof coachingbehaviors,
workingoneon onewith newhires, assistingwith questions they haveaboutcalls,and
guiding themto the correctresourcethatcanbeused to resolvethecall.I then
becamea partof thestarttheChatTeam, alongwith Integrated ServiceManagement
Group when thatprojectcamealong. Thisconsisted of interactingwith three
concurrentcustomers,with differentquestions, in differentsystems for both DIRECTV
and AT&T. SinceI havestarted on theDIRECTVproject,I havealwaysassisted other
agents in Quick ConnectChat.Whilebeinginvited into manydifferentteamchatsto
assist,alongwith my own teamchat,still while successfully assisting customerson the
phone,then via chat.I alsohad theopportunity to assist thenewCharlotteSitevia
Chat.I alsoassisted several TeamLeaders,when they firststarted with theirphone
timeeach month,alongwith assistingwhileon escalated calls,and day to day
requirements.I havealsohad theopportunity to side-seatwith many agentsto assist
them on their calls,andbehaviors.

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January 2013-May
2013
Residential Associate,CenterforDiscovery
· Job duties included providingdirectcarefor residentsin a safe,home-like,stimulating,
age-appropriateenvironment.Job requirementsincludeprovidingthecare,support,
safety and programmingnecessary for each individual to beableto achievethe
greatestdegreeof independencepossible.Such asprovidingactivitiesfor residentsto
engagein,dressingresidentsappropriately,showeringresidents,changingbriefs and
helpingeachresidentmeettheir goalssetfor themby specialists.I work with children
ages rangingfrom6 yearsto 16 yearsof age,each hasa severedisabilitykeepingthem
fromlivingan ordinary life.
Reason for leaving:Relocation to anotherstate.
October 2011-
January 2013
Recreational Assistant, Bell Gymnasium
· Job duties included instructingfitnessclasses,personal trainingclients,answer phones,
greetingclientsasthey enter facility,up-sellingpromotions,answer any questions
clientshave,providingadministrativedutiesfor supervisors,organizingregistrations
for special events.I wasresponsiblefor all of thefinancial reportingfor thefacility,
balancingthebooks,bank deposits,and submittingweekly financial reportsto the
financial office.If therewereany monetary discrepancies,I wason callto resolveand
balancetheregisterand safe.Each month I wasresponsiblefor creatinga newfitness
classschedule,andany special events for thatmonth.I also had to ensurethe
schedulesfor personal trainingwereup to date,and thepunch cardsforthefitness
classes wereupdated daily. Every month therewas atleasttwo Special Eventthat
required a flyer,registration,alongwith a lotof planning.Every yearweheld the
Bataan Memorial Death March.I wasresponsiblefor all of theregistrations,and
payments leadingup to theweek of the event. Duringmy timehere,I held many
differentresponsibilities.I also hadtheopportunity to work quarterly with the
Garrison Commander.I wasresponsiblefor reportingall of theearnings,feedbackon
special events,and theon-goingsof theGymdirectly to him.
· Reason for leaving:Relocation to anotherstate.
July 2009-May
2011
Customer ServiceRepresentative, BlockbusterMedia
· Job duties included up-sellingcurrentpromotions,answeringphones,checkingin
movierentals,restockingshelves,usingthecomputer to ringup customersand
ensuringcustomer satisfaction.Also takingcareof inventory for all movies,food,
posters andproductssold inthestores.Recognized for beingtop in salesinOctober
2009,and Marchof 2010by Regional Director.
· Reason for leaving:StoreClosure
February 2011-
May 2013
Nutritional CareAssistant, BayonetPointRegional Medical Center
· Job duties included,creatingdietplansfor patientsbased on ordersfromDoctor,
deliveringand clearingpatients’mealsand ensuringpatientsarecomfortableand
happy.
· Reason for leaving:Relocation to anotherstate.
September 2010-
Febuary 2011
Seasonal Cashier,Target
· Job duties included,usingcash register to ringup customers,ensuringcustomer
happinesswith store,helpingcustomer find items needed,up-sellingTargetRed Cards,
promotions,andcouponsandensuringthatmy area wascleanand tidy.
· Reason for leaving:Seasonal employment.

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March 2007-
September 2009
Server’s Assistant,Silverthorn Country Club
· Job duties included,openingdoorsandgreetingcustomersasthey entered the club,
creatingtableplansfor reservations,settingup andclearingtables,seatingcustomers
atcorrecttableswith menus,takinganddeliveringdrink orders,clearingplates,
workingbanquets and special events,andhelpingserversdeliverfood to tables.
· Reason for leaving:Better employmentopportunity.
EDUCATION
August2009-May
2010
EKG Technical Certificate,Pasco Hernando Community College
4.0 GPA in BasicArrhythmiasand Medical Terminology.
August2005-June
2009
High School Diploma,Central High School
Graduated with Honors
4 years of NJROTC.Rankingfirstin thestateall fouryears,firstinthenation in 2006,and
second in thenationin 2007-2009.Duringmy timein NJROTC I worked in the
AdministrativeOffice.I handled all of theNew CadetPackets,aswell asmaintained all
of the awards, ribbons,medalsand achievementsover 300 Cadetsearned throughout
each year. My Senior Year I becametheAdministrativeOffice,in addition to being
solelyresponsiblefor thepreviousresponsibilities,I wasalso responsiblefor the8 other
Cadets thatworked in theoffice.Ensuringallof their work wasdonecorrectly.I also had
to reportto the Instructionsdailywith updateson thework thatwas donein theoffice.