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Lovely Faith Ramos-Gaquing | Elance
 
176985602337900
Last Sign-in: Sep 18, 2014

Lovely Faith Ramos-Gaquing

   Philippines
  |   Cebu City, Central Visayas

Overview

I ran the day to day project and program management operations of a governance process that I have set up for infrastructure outsourcing projects in the transition phase. The process aims to ensure that all projects undergo different controls before go live.
I have an educational background in the hospitality and tourism industry plus some 8 years experience in the BPO sector.

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Skills (10)

Tested
Open Minded
Performance Management
Project Management
IEX
eWFM
Workforce Management
Operations Management
Management
Contact Centers
Call Center

Employment

Accenture
Manager - PMO
2011 - 2013
Overseeing 6 teams with over 80 resources providing PMO support to different IT projects. Directly supporting PMO functions of a few projects and providing management oversight to teams supporting...
Accenture
SME, Training Lead, Client Manager
2010 - 2011
Accenture
Operations Manager - Project Lead
2008 - 2011
I lead a high performing operations team to run the day to day operations of a customer contact center with inbound, outbound and upsell voice businesses and customer service administration and...
ePerformax
Operations Supervisor
2007 - 2008
Responsible for real-time activities of the call center ensuring service levels and intervals are met in different queues.
ePerformax Contact Centers
Workforce Specialist
2006 - 2007
Monitors real time agent schedule adherence and attendance to ascertain enough staffing to answer the demands of the center. Ensures that real time exceptions are entered accurately in IEX Total...
INFONXX
Workforce Monitor
2002 - 2006
Responsibilities include monitoring of RTA, ensuring all CSRs are on the phones during their scheduled phone hours, finding those adherence violators and ensuring they return to the phones;...
Infonxx, Inc
Call Center Representative
2002 - 2003
Provide customer service by giving directory assistance to phone users in the USA. Cross-trained with the UK market when the company opened its 118-118 directory assistance in Cardiff
SPM Resorts Inc.
Activities Director
2001 - 2002
In charge of planning, organizing and facilitating daily and holiday activities to ensure that guests and resort owners of different ages would have something that they enjoy doing during their...
Sea Mist Oceanfront Resort
Front Desk and Reservations Agent
2001 - 2001
-Facilitated phone reservations, check-in and check-out of guests -Handled guest payment -Provided information to guests regarding hotel facilities and the local attractions -Special Project Became...
Manila Pavilion (Holiday Inn)
On The Job Trainee
2000 - 2000
On the Job Training

Education

University of the Philippines
BS Tourism
-
Overview  |  Job History  |  Resume/C.V.

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Identity
Username
laigaquing
Type
Individual
Member Since
September 2014
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Lovely Faith Ramos-Gaquing | Elance

Lovely Faith Ramos-Gaquing