Customer Service Operations Supervisor

MARK STEVE GALLARDA

Operations Supervisor Customer Service & Sales Leader Team Lead

Cebu, Philippines +63-908-***-**** (Whatsapp) **********@*****.*** https://www.linkedin.com/in/mark-steve-gallarda-75b468345/ PROFESSIONAL SUMMARY

Results-driven Operations Supervisor with 7+ years of experience overseeing team performance, process optimization, and customer experience improvement across high-growth organizations. Skilled at leveraging data analysis and AI-powered workflow enhancements to reduce manual processes by 20%. Demonstrated expertise in optimizing operations using enterprise tools and complex systems, and a proven ability to drive efficiency, manage multifaceted projects, and deliver results in fast-paced environments. Adept at quickly learning new platforms and committed to supporting innovative teams with creative, metrics-driven solutions. CORE SKILLS

Leadership & Management • Coaching & Mentoring • Team Supervision • Performance Evaluation • Customer Experience • Retention • Billing • Technical Support • Customer Service Excellence • Operational Process Improvement • Workflow Optimization • Quality Assurance • Strategic Planning • Negotiation • Analytical Thinking • Communication • Microsoft Office • Data Analysis • CRM Tools • Reporting • Troubleshooting • Dayforce • MS Teams • Outlook • RNet Tools • E360 • RISE • MS Word • PowerPoint • Warehouse Inventory Management • Stock Auditing • Material Handling • Team Collaboration • Network Marketing • Recruitment • Leadership Development • Product Sales • Sanitation Operations • Floor Maintenance • Cleaning Equipment Operation • Salesmanship • Visual Merchandising • Inventory Control • AI Tools: ChatGPT • Copilot • Gemini • SANAS • Meta • CRM Applications

PROFESSIONAL EXPERIENCE

Operations Supervisor ResultsCX Hybrid

Mactan Newtown, Cebu, Philippines Feb 2018 – Oct 2025

• Supervised daily operations for Sprint, SiriusXM, and Comcast Xfinity accounts.

• Managed 16+ agents, reducing manual intervention by 18% through automation.

• Implemented AI-driven tracking tools, improving NPS and customer satisfaction by 12%.

• Conducted coaching, mentoring, and huddles to align team goals.

• Identified bottlenecks and improved team efficiency.

• Oversaw scheduling and attendance.

• Pioneer coach for Comcast Northeast division launch. Ranked in top 5% performers company-wide.

Warehouse Associate Swallow Gloves Onsite

Lapu-Lapu, Central Visayas, Philippines Sep 2016 – Jan 2018

• Audited incoming stocks with 99.7% accuracy.

• Ensured 100% on-time delivery of materials.

• Streamlined material handling, reducing cycle times by 10%. Network Marketer Frontrow International Part-time Hybrid Lapu-Lapu, Central Visayas, Philippines Jun 2014 – Sep 2016

• Managed and trained teams across 3+ sales channels.

• Led leadership training, boosting recruitment effectiveness by 18%.

• Expanded market reach via multi-channel strategies. Sanitary Technician MCRI Global Corp. Onsite

Metro Cebu, Central Visayas, Philippines Aug 2013 – Jun 2016

• Enhanced cleaning protocols, increasing satisfaction scores by 15%.

• Supported successful audit outcomes.

• Trained 10+ staff in standardized methods.

Sales Associate Gaisano Savers Mart Mactan Onsite Basak Lapu-Lapu, Central Visayas, Philippines May 2013 – Aug 2013

• Managed School Supplies department with 98% inventory accuracy.

• Maintained visually appealing displays.

EDUCATION & CERTIFICATIONS

• Bachelor of Science in Information Technology (Undergraduate) — Negros Oriental State University – Sta. Catalina, Bayawan, Negros Oriental

• Certified in Coaching the Results Way

• Advanced Microsoft Excel and Word Training

ACHIEVEMENTS & STATISTICS

• Led a sales team to 120% of quarterly goals.

• Reduced ticket resolution time by 15% using AI tools.

• Multiple recognitions for leadership and performance.

• Contributed to 10%+ growth in customer satisfaction and sales KPIs. REFERENCES

• Kristine Mae Real Manager, ResultsCX ********.****@*******-**.*** +63-947-***-****

• Jeson M. Baton Manager, ResultsCX *****.*****@*******-**.*** +63-933-***-****

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