Daniela Gallardo
Montreal,Québec
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Strong work ethic, adaptability, and exceptional interpersonal skills. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Highly-motivated employee with desire to take on new challenges. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Senior Customer Account Management
Ardo VLM
Dollard-des-Ormeaux, QC
09.2021
- I played a key role in establishing a new department dedicated to the LATAM market
- Acting as a liaison between the Sales team, suppliers, and over 25 accounts, I oversee the entire order process from sales to final delivery
- My responsibilities include managing export documentation, reviewing Bills of Lading, logistics follow-up, budgeting, pricing, forecasting, new product development, and marketing coordination
- I promptly address customer questions, concerns, and complaints, involving the necessary parties as needed
- Furthermore, I work hard to establish and maintain positive relationships with our customers by being highly organized, and detail oriented, in a fast-paced environment.
IT Service Delivery Manager
TIBA IT SERVICES
Cuautitlan Izcalli, Mex
06.2018 - 12.2022
- As the main point of contact for over 30 customers, I worked hard to ensure smooth communication and collaboration between our internal teams and external providers
- I focused on optimizing our IT service delivery, managing SLAs, KPIs, and leading contract negotiations
- I also led various IT projects and regularly reviewed performance to find ways to improve
- My proactive problem-solving and strong leadership helped us become more efficient, save costs, and keep our customers happy, ultimately driving our business growth.
QA Manager
Sykes
Tlalnepantla, Mex
08.2016 - 06.2018
- As the lead coordinator, I oversaw the development, application, and maintenance of quality standards for bilingual campaigns at the contact center
- I devised and implemented effective quality methods and procedures for new campaigns and coordinated the development of new tools to evaluate and measure quality more effectively
- I supervised a team of analysts, conducting internal and external calibrations, and collaborated with them to suggest and implement process improvements and resolve quality issues
- Additionally, I prioritized the personal development of my team, ensuring their continuous growth and improvement.
Education
Bachelor of Food Engineering -
UNAM
Estado de Mexico06.2009
Skills
- Microsoft Office/Apple/Google
- Zoom, Teams, Google meet, Skype
- SAP (order entry, reports, dashboards)
- ITIL Processes
- 6Sigma knowledge
- CIFFA Freight forwarding course
- CRM Platforms - Salesforce
- E-Commerce experience
- Excellent communication skills
- Project management
- Team player
- SaaS experience
- Multitasking skills
Languages
English
Full Professional
Spanish
Native/ Bilingual
French
Elementary
Timeline
Senior Customer Account Management
Ardo VLM
09.2021
IT Service Delivery Manager
TIBA IT SERVICES
06.2018 - 12.2022
QA Manager
Sykes
08.2016 - 06.2018
Bachelor of Food Engineering -
UNAM
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