Account Manager Spotlight: Theresa Galle

Welcome back to the latest installment of our Account Manager Spotlight. This time, we’re pulling up a chair next to the terrific Theresa Galle. Theresa has been with ModSquad since 2013, when she started as a project manager. Her skills and work ethic got her promoted to an account manager role in just eight months, and she continues to impress coworkers and clients alike as one of our powerhouse AMs.

Before coming to ModSquad, Theresa served as a paralegal, assisting attorneys by gathering information from clients on their backgrounds, debts, property, and the like. She’d also prepare legal documents for bankruptcy filings. Eventually, she decided to utilize her research abilities and her people skills in a new line of work. We spoke to Theresa about her favorite assignments, why she loves ModSquad’s flexibility, and the best gifts she’s received from coworkers.

Tell us about your background and what led you to ModSquad.

I was looking for a change in my career, wanting to do something more exciting. I focused on finding a work-from-home opportunity so that I could be a part of my daughter’s life and her school activities. I became aware of ModSquad through a previous connection to ModSquad CEO and Founder Amy Pritchard.

What are you doing in your current role?

As an account manager, I facilitate the relationship between ModSquad and our clients. I ensure contractual compliance and make sure the bills get paid. My favorite part is figuring out the annual gifts to send to our clients — that’s really fun! I’m also passionate about mentoring and coaching project managers. I enjoy developing the talent I see in them; watching them succeed is very fulfilling.

Can you talk a bit about a rewarding experience you’ve had here?

Of all my projects, I’m most proud of our work for an online entertainment provider. Back in December 2014, we provided 3,000 hours of support in one week, with a customer satisfaction score of 95% and a first-reply time of less than five hours. I take great pride in the success of that project.

What sets ModSquad apart, in your opinion?

The flexibility for both the Mods and our clients. We are very adaptable. It’s really great for clients, because with our large, diverse pool of Mods, we have a wide range of talents and skills from which to draw. We’re also able to scale very quickly. A good example is a project where we were presented with a backlog of 3,800 tickets. I got a team trained and working in 24 hours, and all tickets were cleared within four days. Being able to ramp up with that kind of speed was amazing for the client.

Any great stories that stand out in your memory?

I can think of a few examples of us sending funny things to one another:

• Amy, our CEO, sent me a cake for Matt’s birthday. He’s one of the other account managers. It’s an inside joke, but was much appreciated;
• Donna, another account manager, sent me naughty socks as a thank-you gift;
• I sent Jason (a director here at ModSquad) original cans of Mountain Dew soda for Christmas. Jason loves Mountain Dew so much, he should have stock in the company!

I just love that we find unique ways to build relationships with each other; it makes for a fun work environment. Even though many of us work remotely, these things help us all feel connected.