Robert Gallardo

About Robert Gallardo

I possess over eighteen years as an Customer Relationship professional in the telecommunications industry with 4 years project management and service delivery experience and 4+ years management experience. Accomplished problem-solver with a strong balance of technical management and business acumen, and a reputation for leading and following through to closure. Performance and customer driven with expertise in service management, project and service delivery management, complex contract implementation and compliance and revenue attainment, and operations management. I also have a highly rated achievement in customer satisfaction and feedback through customer advocacy. Areas of expertise include: • Service Management• Project and Service Delivery Management• Complex Contract Implementation and Compliance, Revenue Attainment• Financial Oversight Management• Client Education and Training Management

Experience

1. Service Delivery Manager

   Telstra

   Feb 2017 — Present · San Francisco, CA, US

   Perform Project Manager tasks by setting, guiding and managing projects to their target Successfully managed time (schedules / phases), cost (actual / budget), resources (internal and external) and content (milestones / targets). Accountable for overall End Customer Satisfaction and Experience from a pre & posts sales perspectiveManage orders with our Global Service Implementation Group and examine estimates on performance requirements and delivery scheduled to ensure accuracy and completenessAs the single point of contact for the client team on operational and service issues, I ensured that Telstra is performing to the levels specified in customer contracts. Partnered with Business Development in the negotiations of contract renewals, Service Level Agreements (SLA), targets, Key Performance Indicators (KPI), which produced cohesive & excellent service, and ensured long term and loyal customers

Education

• San Francisco State University

  Bachelor of Science, Business Administration (Accounting)

  1987 — 1992

Skills

• Customer Relationship Management (Crm)
• Service Delivery
• Business Analysis
• Billing
• Strategy
• Sales Support
• Key Account Management
• Powerpoint
• Microsoft Excel
• Team Management
• Documentation
• Customer Relations
• Voip
• Microsoft Office
• Sales
• Business Development
• Account Management
• Microsoft Word
• Team Leadership
• Contract Management
• Cross-Functional Team Leadership
• Business Process Improvement
• Vendor Management
• Problem Solving
• Managed Services
• Sales Operations
• Customer Retention
• Customer Service
• Word
• Program Management
• Service Implementation
• Process Improvement
• Software Documentation
• Customer Experience
• Contract Negotiation
• Supervisory Skills
• Sales Management
• Customer Satisfaction
• New Business Development
• Contract Negotiations