#20-dN.Zamora st.

,SFDM,QC #1 Plot B Tai Shan West Yung Shue Wan, Lamma Island, Hong Kong

Contact # (852)9820114 # (852)91530451 # (632)9155000613 # (632)4142891 Email: eag97a@yahoo.com

Elridge A. Gammad
Objective To take advantage of your numerous employment and career opportunities and to be an effective and productive member of your highly-trained workforce. To experience a stimulating, satisfactory and well-compensated work environment. May 2010 Jan 2011 FIS Team Manager (COBRA Account) Healthcare Supervision of a permanent operational team composed of 15 - 31 junior specialists, senior specialists and team coaches. - Monitoring and updating of daily, weekly, monthly and yearly specialist metrics including AHT, QA scores, B-SAT scores, Efficiency metrics, Staffing Time and others. - Evaluation, analysis, trend extraction and preparation of specialist performance reports using available tools and data. -. Conducts and participate in calibration sessions in parallel with QA personnel, Training department and mid-level managers to standardize processes, procedures and QA metrics. - Training, coaching and conduction of mock individual and panel interviews to prospective supervisor candidates. -Programming and documentation of goal-setting sessions with specialists ( e.g. Triad sessions, OE sessions, goal-setting action plans ) - Collaboration with planning committees on future plans, targets and direction of the account specifically and the company in general. - Continually training and updating specialists on new products, processes and services in a dynamically-changing healthcare industry and environment. - Preparation and verification of specialists payroll. - Acting shift manager and POC (point of contact) in the absence of senior management. -Participation and supervision of conference calls, staff meetings and bull sessions. - Presentation and facilitation of quarterly business review and monthly business review with clients complete with weekly decks and summary of previous performance and recommendations for future KPI (key performance indicators) and metric improvements.

Experience

August 2007 April 2009 IQOR Asst. Vice-President (CapOne Account) Outbound Collections - Supervision of a permanent operational team composed of 15 - 31 junior specialists, senior specialists and mentors. - Monitoring and updating of daily, weekly, monthly and yearly specialist metrics including AHT, QA scores, B-SAT scores, Efficiency metrics, Staffing Time and others. - Evaluation, analysis, trend extraction and preparation of specialist performance reports using available tools and data. -. Conducts and participate in calibration sessions in parallel with QA personnel, Training department and mid-level managers to standardize processes, procedures and QA metrics. - Training, coaching and conduction of mock individual and panel interviews to prospective supervisor candidates. -Programming and documentation of goal-setting sessions with specialists ( e.g. Triad sessions, OE sessions, goal-setting action plans ) - Collaboration with planning committees on future plans, targets and direction of the account specifically and the company in general. - Continually training and updating specialists on new products, processes and services in a dynamically-changing financial industry and environment. - Preparation and verification of specialists payroll. - Acting shift manager and POC (point of contact) in the absence of senior management. -Participation and supervision of conference calls, staff meetings and bull sessions. - Presentation and facilitation of quarterly business review and monthly business review with clients complete with weekly decks and summary of previous performance and recommendations for future KPI (key performance indicators) and metric improvements. st -Knowledge of 1 party collections and skip tracing

Sept. 2006 August 2007 SITEL Team Manager (McGraw-Hill Account) Order Administration (Back-Office Processing) -Management of and distribution of incoming orders and contracts for entry and processing. -Communication and collaboration with MGH counterparts to resolve issues on incomplete documentation, pricing clarification, proper concession authorization and accounts for credit review. -Audit and review of contracts and orders processed. -Weekly scheduling and staffing review. -Preparation of daily real-time operational reports for review and proper workload management. -Communication and coordination with WFM for proper aux utilization and management. -Supervision of a permanent operational team composed of junior specialists, senior specialists and mentors. - Monitoring and updating of daily, weekly, monthly and yearly

specialist metrics including QA scores, C-SAT scores, Staffing Time, Error Rate and others. - Evaluation, analysis, trend extraction and preparation of specialist performance reports using available tools and data. - Conducts and participate in calibration sessions in parallel with QA personnel, Training department and mid-level managers to standardize processes, procedures and QA metrics. - Training, coaching and conduction of mock individual and panel interviews to prospective supervisor, QA, WFM candidates. -Interview and evaluation of prospective entry-level applicants. - Programming and documentation of goal-setting sessions with specialists ( e.g. goal-setting action plans ) -Preparation and execution of specific and targeted employee development action plans. - Collaboration with planning committees on future plans, targets and direction of the account specifically and the company in general. - Continually training and updating specialists on new products, processes and services in a dynamically-changing media and publishing industry and environment. - Preparation and verification of specialists payroll. - Acting shift manager and POC (point of contact) in the absence of senior management. - Participation and supervision of conference calls, staff meetings and bull sessions. May 2004 Sept. 2006 Teleperformance Phil. (Telecom) Operations Supervisor (Sprint Account) May 2005 Sept. 2006 - Supervision of a permanent operational team composed of 15 -21 junior specialists, senior specialists and mentors. - Monitoring and updating of daily, weekly, monthly and yearly specialist metrics including AHT, Hold, Transfer, QA scores, C-SAT scores, Sales metrics, Staffing Time and others. - Evaluation, analysis, trend extraction and preparation of specialist performance reports using available tools and data. -. Conducts and participate in calibration sessions in parallel with QA personnel, Training department and mid-level managers to standardize processes, procedures and QA metrics. - Training, coaching and conduction of mock individual and panel interviews to prospective supervisor candidates. -Programming and documentation of goal-setting sessions with specialists ( e.g. Triad sessions, OE sessions, goal-setting action plans ) - Collaboration with planning committees on future plans, targets and direction of the account specifically and the company in general. - Continually training and updating specialists on new products, processes and services in a dynamically-changing telecoms industry and environment. - Preparation and verification of specialists payroll. - Acting shift manager and POC (point of contact) in the absence of senior management. -Participation and supervision of conference calls, staff meetings and bull sessions.

Learning Lab Supervisor (Sprint Account) April 2005 May 2005 - Supervision of nesting and transition from training to operations for new hires and trainees. - Monitoring and updating of daily and weekly metrics of trainees. - Evaluation, analysis, trend extraction and preparation of trainee performance reports using available tools and data. -Provision of feedback and coaching to trainees to adhere to standard processes, procedures and quality .Customer Service Representative (Sprint Account) May 2004 April 2005 Job Description: -Activation Representative Prepared and assisted customers and store representatives in activating new line of service including configuration of service plans, credit checks, activation of multiple lines, and set-up of account information. - Clear Pay Representative Assisted customers on billing and payment issues, processed credit card and checking account payments, and educated customers on billing system. -Consumer General Representative Assisted and informed customer queries on system and network issues, signal and coverage issues, service plans and plan pricing, offers and promotions, basic troubleshooting on technical, network, and equipment issues, case management and handling of additional lines of services. Awards and Accomplishment - Supervisor of team McLaren-Mercedes, the # 1 ranked team overall in the month of June 2006. - Supervisor of teams McLaren-Mercedes and Aston Martin consistently in the top 10% of 110 teams from June 2005 to present. nd -Member of 2 ranked team overall for the month of January (Ramses) st - Member of 1 ranked team in CSAT for the months of Feb and March 2005. -Top Representative on overall team ranking of KPIs for 5 consecutive months (Oct. 2004 Feb. 2005) -Top Representative for the whole center March of 2005 Site Engineer Eagleridge Development Corporation (Telecom) Feb 2003 - May 2004 Digitel GSM 1800 Greenfield and Rooftop Projects South Luzon Sites: De Castros lot, Mercados lot, Montealtos lot, Julitas lot, Medinas lot, Manguiats lot, Abutins lot, Sanchez lot, Cuevas lot and Balitas lot. National Capital Region Sites: Josanas lot, Namrias lot and Solid City Compound. Rooftop Sites: Raoet, Gotan, Executive, Atrium, BPI Paseo de Roxas, Mayfair, Power Realty, Cityland 7 and Fortune Bldgs. Project-In-Charge  Handles and supervises communication, correspondence and coordination between senior management, purchasing department,

  

 

   

 

accounting department, clientele (general contractors, subcontractors, suppliers, testing laboratories, consultants, other clients etc.), field personnel and other parties connected to and involved with the over-all project. Project management/Manpower schedule and payroll. Management of proper tool, materials and equipment utilization. Documentation of daily, weekly and monthly project development and schedules. - Prepares daily, weekly and monthly report using standard Microsoft Excel & Word formats and templates. - Evaluates daily, weekly and monthly accomplishment reports and recommends solutions and suggestions to project setbacks in order to meet target deadlines and schedules. Prepares, evaluates and verifies project cost, estimates and schedules - Prepares BOM/BOQ (bill of materials/bill of quantities) initial estimates and/or material take-off. - Prepares initial project cost estimate including material costs, labor costs, transportation and hauling costs, indirect costs including supervision and overhead costs (e.g. accommodation, communication, office supplies etc.) - Prepares project cost study and analyses including cost estimate ranges, different suppliers cost comparison, different subcontractors quantity estimates and cost comparisons using Microsoft Excel as a mini-database program. - Prepares initial project schedule by scope of work using Gantt chart. Prepares quantification and certification sheet of every accomplished project for progress billing purposes. - Conducts quantification for every scope of work with project site inspectors. - Prepares certification sheet and other required documents for progress billing requirements. Updates and prepare reports to senior management on progress billing schedules. Prepares Red line, As-Built Drawings and negotiates final BOM/BOQ (bill of materials/bill of quantities) reconciliation sheets. Edits As-built Drawings using AUTOCAD. Conducts Kick-off meeting before start of actual project implementation. Supervision of actual excavation for verification of exact elevation and grade line of site. Supervision of bar cutting schedule and installation of rebar. Supervision of formworks construction for tower pedestal, genset shear wall, equipment room pedestal/footing tie beam, fuel tank saddle, and perimeter fence columns. Supervision of ready-mix concrete pouring of tower foundation/pedestal. Supervision of setting frame installation in preparation of tower erection.

 Supervision of tower erectors (subcontractors) to ensure quality of work as per standard drawings and target schedule.  Supervision of cyclone fence/gate fabrication and installation as per standard drawings.  Supervision of Equipment room, Genset, Fuel Tank pad and Perimeter fence construction as per standard drawing.  Supervision of Site Finishing works such as plastering of civil structures, painting of tower and other civil structures, site elevation using filling materials and gravel laying on all required areas.  Conducts and prepares test materials for standard testing such as verticality test and paint test for tower, field density test for filling materials, compressive strength for concrete structures, tensile strength of rebar as per local and international standards. April 2001-May 2001 Lloyd Wise Ltd. Admiralty, Hong Kong

Documentation Clerk  Prepared and organized a systematic filing system.  Assisted in preparation of documents for the various trademark and patent cases of the company. April 1997-May 1997 Lloewe Inc. Central, Hong Kong Team Leader  Assisted in installation and maintenance of refrigeration and airconditioning units for the Hong Kong Asia Food and Beverage trade exhibit of 1997. Education 1995-2002 University of the Philippines  B.S.Geodetic Engineering 1991-1995 Philippine Science High School Age Status Date of Birth Place of Birth Religion Height Weight Languages Skills : 34 yrs old : Single : March 17, 1977 : San Pablo, Laguna : Roman Catholic : 5 11 : 80 kilos : English, Filipino Diliman, Q.C. Diliman, Q.C.

Personal Details

: Microsoft apps (Word, Excel, PowerPoint), basic AutoCAD, Oracle-based applications, Citrix environment, SIEBEL