ALFRED GALLARDO
11 Tambangan St., Tayug, Calumpang, Marikina City, 1801 ● - ●-
CAREER PROFILE
Customer Service expert with over 10 years experience including in the field of airline,
electronics, financial, real estate, food and telecommunications for 5 Fortune 500 companies.
Developed safety strategies, coached teams, sold credit card protection, gathering leads,
trouble-shooting concerns, resolutions provider and customer protection.
Core competencies include Safety and Support Strategist, Virtual Assistant, Data Entry,
Transcriptionist, Appointment Setter, Customer Support, Quality Assurance Testing, Sales and
Marketing.
CAREER HIGHLIGHTS
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Employee of the month (Interpacific Transit Inc. – Delta Airlines/September 2013)
Appointed as Safety and Security coordinator (Interpacific Transit Inc. – Delta Airlines)
Traveled to Narita, Japan 3 times to undergo airline and customer support services
training (Interpacific Transit Inc. – Delta Airlines)
Promoted to Quality Assurance (WNS Global Services – United Airlines)
PROFESSIONAL EXPERIENCE
AFNI PHILIPPINES, INC.
April 2019/February 2020
A U.S. based global contact center company that started as a collections agency in 1936 now
handles numerous client base.
Customer Service Representative
Handles phone management for Verizon Communications which includes activation, troubleshooting and resolution concerns.
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Consistently hitting KPI’s adhering to customer satisfaction.
WNS GLOBAL SERVICES (PHILIPPINES) INC.
March 2015/ Feb 2019
A global business process management company headquartered in Mumbai, India. It has
43,422 personnel working in 61 "delivery centers" across the world, including China, Costa
Rica, India, the Philippines, Poland, Romania, South Africa, Spain, Sri Lanka, Turkey, the
United Kingdom, and the United States.
Lead Associate – Quality (Assurance)
April 2016/ Feb 2019
Still under United Airlines and is responsible for monitoring agent’s call handling techniques and
ensure adherence to company policies, does one on one and group coaching for teams create
reports and graphs about agents performance and struggles, conducts listening sessions with
other Lead Associates and agents and is given authority to take over calls for struggling agents
during monitoring and training new agents about Quality Assurance for airlines.
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Was given around 70 agents to handle at a given month (the most at that time)
Awarded service excellence in helping out the department to improve
Senior Associate
March 2016/April 2016
Handles phone management for United Airlines which includes new bookings and rebooking
specially for flight cancellation due to weather or mechanical, providing flight alternatives,
authorized to give out compensation without approval,
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Consistently hitting KPI’s adhering to customer satisfaction and avoids dissatisfied
customers.
CONCENTRIX
July 2014/February 2015
An American business services company is a subsidiary of SYNNEX Corporation (NYSE: SNX)
since 2006 that is headquartered in Fremont, California that provides services within 10
industries: Automotive, Banking and Financial Services, Consumer Electronics, Energy and
Public Sector, Healthcare Services, Insurance, Media and Communications, Retail and
Ecommerce, Technology, Travel, Transportation and Tourism.
Customer Service Representative
Handles phone management for Sony which includes trouble-shooting, sales and marketing,
chat support for product lineups, parts location for items, technical and product support.
MYOUTDESK
June 2014
A work from home online set up founded in 2008 for Virtual Assistants or Freelancers. Primary
campaign is Real Estate.
Virtual Assistant/Appointment Setting
Handles phone management setting up appointments for potential clients and discusses house
contacts deals, lead generation and information.
INTERPACIFIC TRANSIT INC.
May 2008/May 2014
Established on September 22, 1972, ITI was appointed by Northwest Airlines (currently Delta
Air Lines) as its dedicated GSA representative throughout the Philippines for both its Passenger
and Cargo Operations providing Sales and Marketing, Reservations and Ticketing, and Cargo
services.
Airport Customer Service (ACS)
Handles check-in and gate responsibilities, lost luggage and delivery concerns, concierge,
safety and security coordinator, guest relations, customer support, trainer and
document/computer filing.
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Appointed as Safety and Security officer
Chosen to travel to Japan for training purposes three times
Chosen as Employee of the Month (September 2013)
ICT MARKETING SERVICES, INC.
June 2006/ April 2008
A leading global provider of customer management and business process outsourcing (BPO)
solutions. In 2009, ICT and Sykes announced that they have entered into a definitive merger
agreement.
Telephone Service Representative (TSR)
Handles phone management for JP Morgan Chase offering credit card and fraud protection to
new accounts mostly calling from EST and CST areas.
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Consistently hitting KPI’s adhering to customer satisfaction and avoids dissatisfied
customers.
EDUCATION
UNIVERSITY OF SANTO TOMAS - City of Manila, Philippines, 1997
B.S. Commerce, Major in Business Administration
