Pilar A. Gallardo-Oller has over 15 years of experience in business and operations analytics, process mapping, and call center tool support. She has worked as an Implementation Consultant at Wells Fargo Advisors for over 10 years where she specializes in operations management tools and applications and acts as a liaison between operations and IT. Prior to this, she held roles in project management, process analysis, and training at American Water and Answer Missouri. She has strong communication, problem solving, and multi-tasking skills and enjoys helping others.

1. Pilar A. Gallardo-Oller
114 Echo Lane, Bethalto, IL 62010
Cell: 618-972-1385 Work: 314-875-6901
pilar.gallardo@wellsfargoadvisors.com
SUMMARY OF QUALIFICATIONS
 Extensive experience in businessandoperational analytics,processmapping, andcall center
tool support
 Accomplishedprofessional inprocessdesignandre-design
 Highlymotivatedteamplayerwithprovenabilityto buildcross-departmentalrelationshipsand
provide exceptional customerservice
 Outstandinginterpersonal skills;enjoyspeople andhelpingothers;able todeal withawide
range of personalities;compassionate andhonestwithuncompromisingintegrity
 Exceptional communicator,listenerandproblemsolverwithdemonstratedabilitytomulti-task
 Provenflexibilitybyadaptingtoa changing,fast-pacedworkenvironment
PROFESSIONAL EXPERIENCE:
Well Fargo Advisors, St. Louis, MO June 2006 – Present
Implementation Consultant 3, prior to the current role I was a Project Coordinator/Project Manager and a
Process Analyst
 SME in the management in the operations in contactcenter and work force management tools and
applications. Additional responsibilities around trainingand retrainingof new and existingmanagers of
these tools
 Operations liaison between IT to resolveissuewith NICE and CHAMP, which may includecreatingservice
requests for operational and contact center work force tools that includeNICE and CHAMP
 Trainingand management of departmental interns
 Monitor, evaluate and report on call quality for regulatory initiatives
 As a process analyst,providecross functional services to map current state processes to perform SWOT
analysis. Usethat output to design future state processes identifyingshort,intermediate and long term
enhancement opportunities.
 As a project coordinator/projectmanager,responsiblefor deliveringprojects of varyingscaleof risk and
complexity through ideation,initiation,execution,monitor and control,and close
 Responsibility for maintaininga focus of risk consciousnesswith all projectstakeholders and insuring
there is adequate project leadership visibility of critical and high impactrisks
American Water, Alton, Illinois May 2001 – March 2006
Education and Development Specialist/Trainer
 Hired as a Customer ServiceRepresentative and later developed into an Education and Development
Specialist/Trainer
 Presented information,usinga variety of instructional techniques and formats such as role-playing,
simulations,team exercises,group discussions,videos and lectures
 Organized and develop, or obtain,trainingprocedure manuals and guides and coursematerials such as
handouts and visual materials
 Offered specific trainingprograms to help associates maintain or improvejob skills. Monitor,evaluate
and record trainingactivities and programeffectiveness
 Coordinated training,recruitment and placement of new hiretraining programparticipants

2. Pilar A. Gallardo-Oller
114 Echo Lane, Bethalto, IL 62010
Cell: 618-972-1385 Work: 314-875-6901
pilar.gallardo@wellsfargoadvisors.com
Answer Missouri, Inc./Notify MD, St. Louis,Missouri May 2001-Nov. 2003
Human Resource Assistant
 Pre-interviewed, tested, trained and evaluated new secretaries and dispatchers.
 Performed clerical duties,such as typing,proofreading,faxing,copying,record keeping, and reporting.
Lowpoint-Washburn Jr. - Sr. High School, Washburn,Illinois August 1997 - June 2000
Teacher
 Taught BusinessEnglish, Fine ArtsandAmericanHistory
ADVANCED TECHNICAL SKILLS:
MicrosoftWord, Excel,PowerPoint, Visio,Lync, Publisher and Project
NICE Perform
CHAMP
Configuration Management
EDUCATION:
2003 - 2006 Lewis and Clark Community College, Godfrey, Illinois
Business Related Courses
1990 - 1997 Western IllinoisUniversity,Macomb,Illinois
Bachelor of Arts in English Education