Marie Anne Gallardo

MARIE ANNE GALLARDO Las Piñas City ·--Skype: maaning.gallardo EXPERIENCE DECEMBER 2019 CUSTOMER SERVICE REPRESENTATIVE, FINANCIAL ACCOUNT, EXL SERVICES Handles customers who have inquiries with their retirement plans, process loan application and provide general information about their retirement plans. Also part of the Beneficiary Services Claims Unit. FEBRUARY 2017 – NOVEMBER 2019 CUSTOMER SERVICE REPRESENTATIVE (HOMEBASED), NEWSFUSION Handles email support for their mobile app. MARCH 2015 – MARCH 2016 PROJECT LEADER, SPRINGERNATURE - SPI GLOBAL Handled 5-6 teams (Email Support/Call Support/Data Entry) with a total of 80-90 people (both in Dumaguete and in Manila). Mentored and honed agents and team leaders. Implements changes. Planning. Forecasting. Build up new teams. Monitor new and existing teams and projects. Team’s metrics analysis. Address people issues. Reports. Company management meetings. Direct client handling e.g. client feedback, client meetings, client trainings (offshore or via Webex) SEPTEMBER 2012 – MARCH 2015 TEAM LEADER, SPRINGERNATURE - SPI GLOBAL Training agents. Coaching. Ensures to meet all KPIs of the team. Quality checks. Address people issues. Reports. Company management meetings. Direct client handling e.g. client feedback, client meetings, client trainings (offshore or via webex). NOVEMBER 2010 – SEPTEMBER 2012 CUSTOMER SERVICE REPRESENTATIVE, SPRINGERNATURE - SPI GLOBAL Ensure to handle and process all work that is hand over to us. Always meet the KPI targets set by the management. APRIL 2010 – SEPTEMBER 2010 CUSTOMER SERVICE REPRESENTATIVE (HOMEBASED), KGB It is a text support where we handle customers query, questions and inquiries via text message. JUNE 2000 – APRIL 2001 MEDICAL TECHNOLOGY INTERNSHIP, SAN JUAN DE DIOS HOSPITAL This is the one year part of our college years wherein you will practice everything that you have learned during your classroom trainings. This is also the time that they hone the student’s skills in relation with their courses. EDUCATION MARCH 2001 TERTIARY BACHELOR OF SCIENCE IN MEDICAL TECHNOLOGY SAN JUAN DE DIOS EDUC. FOUNDATION INC. During my college years I was a member of the Rotary Club, Pasay Chapter and Lions Club of Las Piñas Chapter MARCH 1997 SECONDARY BUSINESS HIGHSCHOOL UNIVERSITY OF PERPETUAL HELP OF RIZAL 2 SKILLS • Computer knowledge • Analytical & Problem-Solving Skills • SAP Knowledge • Email Handling • English Communication Skills • Managerial & Administrative SEMINARS ATTENDED • Leadership Training CHARACTER REFERENCE Krisnan Carl-yle Marcelo SPI Global, Team Leader -- Cristina Liwag SPI Global, Project Manager-- Petra Schuster Springer Nature, Director of Data Governance- 3 4