Jacob Gallardo
226 Cogon A.Lopez, Labangon Cebu City,CEB
Summary
Results-driven professional with experience in customer service and operations. Demonstrates strong problem-solving abilities, efficiency, and teamwork to ensure seamless service delivery and optimized workflows. Skilled in handling technical concerns, escalations, and maintaining high customer satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Operations Coordinator
CTC BPO
9F JY Square IT Center, 1 Salinas Dr, Cebu City
02.2024 - 06.2025
• Troubleshot network equipment including Nomadix, Hewlett Packard Aruba, Cisco Meraki, Mitel, and PBX systems.
• Managed and handled escalations from helpdesk/frontline teams.
• Assessed Tier 2 escalations for validation prior to forwarding to Network Operations Centers (NOCs).
Technical Support Engineer
CTC BPO
9F JY Square IT Center, 1 Salinas Dr, Cebu City
04.2022 - 01.2023
• Handled inbound technical support calls.
• Escalated cases to appropriate Tier 2 to Tier 4 support teams.
• Ensured accurate documentation and proper case handling procedures.
Customer Service Associate
Teleperformance
G/F, Tower Cebu IT Park, I. Villa St, Apas, Lahug
11.2020 - 03.2021
• Managed inbound customer calls, assisting with account concerns and subscription services (Ancestry account).
• Resolved complaints and escalated issues when necessary.
• Assisted customers with subscription purchases, upgrades, and cancellations.
Education
Senior High Graduate
Don Sergio Osmeña Sr. Memorial National High School
Cebu City, Province Of Cebu, Philippines06-2020
Elementary Graduate
Labangon Bliss Elementary School
Cebu City, Province Of Cebu, Philippines03-2013
Skills
- Effective communication
- Prioritization and organization skills
- Collaborative teamwork
- Proficient in technical skills
- Exceptional customer service
- Proficient in Microsoft Office
Additional Information
Gender: Male
Date of Birth: September 21, 2000
Place of Birth: Cebu City
Age: 25
Civil Status: Single
Nationality: Filipino
Certification
ECMS Cisco
Meraki Level 1 Certification
Professional Reference
Mercy Grace Cornesio
Fraud Specialist | JP Morgan Chase
✉️ cha.cha121012@gmail.com
John Joseph De la Corta
Faculty Member – Research, USJ-R SHS Department
✉️ john@usjr.edu.ph | 📞 +63 917 177 5464
Louie Nikko Mendoza
Order Management Specialist| Krypton International Resources Inc.
✉️ nixsmndoza@gmail.com | 📞 +63 960 586 9055
Languages
English
Tagalog
Timeline
Operations Coordinator
CTC BPO
02.2024 - 06.2025
Technical Support Engineer
CTC BPO
04.2022 - 01.2023
Customer Service Associate
Teleperformance
11.2020 - 03.2021
Senior High Graduate
Don Sergio Osmeña Sr. Memorial National High School
Elementary Graduate
Labangon Bliss Elementary School