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
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SKILLS
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Computer knowledge
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Analytical & Problem-Solving Skills
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SAP Knowledge
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Email Handling
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English Communication Skills
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Managerial & Administrative
SEMINARS ATTENDED
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Leadership Training
CHARACTER REFERENCE
Krisnan Carl-yle Marcelo
SPI Global, Team Leader
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Cristina Liwag
SPI Global, Project Manager--
Petra Schuster
Springer Nature, Director of Data Governance-
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