Norman Galang Email & Phone Number

Fairfax, Virginia, United States

Supervise team of 8 Customer Care SpecialistsComplete daily operational checklist including: Managing email queue ranging from 200-1,600 emails, send out email updates on team training, staff availability, company/department deadlines, necessary modifications and events Fulfill client requests on information regarding company service or any relevant transaction services in a timely manner Revise/update training manual and client information fact sheets/database Participate in the hiring process and interview applicants/candidates to fulfill position openings within the department Train new hires from other departments across the company on the company policies, regulations and overall company culture/operations Troubleshooting a la carte service features that we offer clients to further assist stakeholders and their customersMonitor system performance to evaluate, identify and resolve any system failures, as well as supervise client calls, live chat, review outgoing & incoming emails, and data entry volume to mitigate backlog and maintain call center optimal efficiencyTrain new staff members on department and company policies and procedures, while overseeing the specialists’ performance against call center goals for accuracy and to maximize performanceProvide Support for the Call Center Operations Manager by generating and analyzing performance data reports and identify trends based on feedback from customers & clients

Fairfax, Virginia, United States

Assist attendees & exhibitors with online registration and housing requests while providing accurate information for over 50 conferences nationwide & internationallyMeet monthly call center goals while providing the registration and housing departments with customer feedback & inquiries Execute new hire training for the Customer Service and Registration department, while working on multiple on-going projects that improves the effectiveness and productivity for both teams Perform follow-up calls, live chat conversations and emails to resolve issues in a timely manner while promoting a positive image and maintaining a rapport with clientele

Create online promotional content for @Bunduke_’s 7,098 Instagram followers Contribute to artistic vision, song creation, and develop marketing strategiesPersonal videographer and intermediate photographer for the artist and his official clothing brand

Gainesville, Florida Area

Wrote five artist biographies for each active member of an upcoming record label’s roster; All My HomiesContributed two articles published by The Independent Florida Alligator

Gainesville, Florida Area

Process and manage 800+ MS & PhD applications for a final admission decision by the Industrial & Systems Engineering review board Performed extensive data entry involving student enrollment, grades, GRE & TOEFL scores, textbook orders, faculty evaluations, etc.Revise and send 250+ scholarship, assistantship, funding proposals along with 600+ admission / denial letters Process international students’ documents for verification alongside the UF admissions & graduate office

Gainesville, Florida Area

Wrote 60+ hip-hop articles that include breaking news, feature pieces, event coverage and interviews with musiciansContribute to the publication’s social network presence through multimedia

Gainesville, Florida Area

Trained six staff writers on the art of reporting and managed their story process Edited 12+ print features per semester and approximately three online articles per week Filmed promotional videos, conducted photo shoots and interviews and contributed to the brand’s creative vision

Gainesville, Florida Area

Built long lasting relationships and rapport with customers with a daily average of $500 in salesMaintained the store’s social media accounts and created promotional tools to further brand visibility

Gainesville, Florida Area

Wrote five news pieces, conducted interviews, edited articles and met deadlines in a newsroom setting Managed Twitter account, including creating content & reviewing analytics

Gainesville, Florida Area

Performed data entry, maintained inventory and managed documents for instructors, faculty and studentsConducted approximately three campus events a week and delegated responsibilities to other team members

Bachelor Of Science - Bs, Journalism

Associate Of Arts - Aa, Journalism