Clariz Omambing
Dasmariñas City
Summary
Dynamic Team Manager at Conduent with a proven track record in employee coaching and performance enhancement. Skilled in problem resolution and effective communication, I successfully boosted employee satisfaction and ensured compliance with industry regulations. My ability to analyze quality metrics led to informed decision-making and improved operational outcomes.
Overview
16
16
years of professional experience
Work History
Team Manager
Conduent
Pasay, Philippines
12.2014 - Current
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Coordinated with other department heads to ensure alignment of team goals with overall company strategy.
- Coached junior team members, improving their skills and confidence in their roles.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Quality Analyst
Conduent
Pasay, Philippines
07.2012 - 12.2014
- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
Email Support Representative
Conduent
Pasay, Philippines
10.2011 - 06.2012
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Assisted customers with product troubleshooting and provided relevant solutions to ensure their needs were met.
- Kept accurate records of customer support interactions using defined methods and tools.
- Identified and implemented correct solutions to client issues first-time around within established time limits.
- Maintained up-to-date knowledge on company products and services to effectively assist customers in their inquiries.
- Conducted regular follow-ups with customers to confirm resolution of their concerns and promote ongoing satisfaction.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Contributed positively to team culture by fostering open communication channels among colleagues and participating actively in meetings and discussions.
Collections Agent - Inbound
Convergys
Makati, Philippines
03.2009 - 01.2011
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Processed payments and applied to customer balances.
Education
Bachelor Of Applied Arts And Science - Nursing
University of Perpetual Help - GMA
GMA, CaviteSkills
- Meeting facilitation
- Team leadership
- Teamwork and collaboration
- Problem resolution
- Employee coaching and mentoring
- Documentation and reporting
- Adaptability and flexibility
- Effective communication
- Reliability
- Problem-solving abilities
- Attention to detail
- Positive attitude
- Task prioritization
- Excellent communication
- Multitasking Abilities
- Business analysis and reporting
Timeline
Team Manager
Conduent
12.2014 - Current
Quality Analyst
Conduent
07.2012 - 12.2014
Email Support Representative
Conduent
10.2011 - 06.2012
Collections Agent - Inbound
Convergys
03.2009 - 01.2011
Bachelor Of Applied Arts And Science - Nursing
University of Perpetual Help - GMA