Marilyn Camba
Team Leader
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader
ADP PHILIPPINES INC.
Makati City
09.2021 - Current
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Held weekly team meetings to inform team members on company news and updates.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Collected, arranged, and input information into database system.
- Maintained database systems to track and analyze operational data.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
- Created and managed project plans, timelines and budgets.
Quality Assurance Coach
ADP PHILIPPINES INC.
Makati City
07.2014 - 09.2021
- Tracked NPS quality scores with external clients, sales partners, and internal clients.
- Determined quality department standards, practices, and procedures.
- Evaluated interactions between associates and customers to assess personnel performance.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Established and tracked quality department goals and objectives.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Recorded, analyzed, and distributed statistical information.
- Excellent communication skills, both verbal and written.
- Gained extensive knowledge in data entry, analysis and reporting.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Conducted extensive one on one coaching/mentoring sessions with employees.
Data Entry Analyst
NAPC - National Anti-Poverty Commission under BCDA Project
Quezon City
12.2015 - 12.2017
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Produced monthly reports using Excel spreadsheet functions.
- Synthesized complex analytics-derived insights into easy-to-understand, actionable recommendations for business users.
- Scanned documents and saved in database to keep records of essential organizational information.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Resolved discrepancies in data entry activities for accurate, complete jobs.
- Analyzed current data records to provide detailed reports.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
Customer Service Subject Matter Expert
IBM Daksh
Makati City
10.2006 - 05.2011
- Answered customer escalated calls promptly to avoid on-hold wait times.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Representative
People Support Inc
Makati City
11.2004 - 06.2006
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelor of Science - Bachelor in Tourism
Polytechnic University of The Philippines
Sta. Mesa, Manila 06.1997 - 04.2001
Professional Civil Service Passer - Professional Civil Service Passer
Civil Service Commission
Region IV 04.2001 -
Skills
Analytical and Critical Thinking
Planning and Coordination
Dependable and Responsible
Self-Motivated
Staff education and training
Employee Evaluation
Knowledgeable in Microsoft Excel, Outlook, Word, Power point
Performance improvement
Additional Information
Attended Project Management 101 Training by MST Connect
Six Sigma Yellow Belt Apprentice - IBM Daksh
Completed US Payroll and Tax Training - ADP Phil. Inc
Attended Seven Habits of Highly Effective People - ADP Phil. Inc.
Timeline
Team Leader
ADP PHILIPPINES INC.
09.2021 - Current
Data Entry Analyst
NAPC - National Anti-Poverty Commission under BCDA Project
12.2015 - 12.2017
Quality Assurance Coach
ADP PHILIPPINES INC.
07.2014 - 09.2021
Customer Service Subject Matter Expert
IBM Daksh
10.2006 - 05.2011
Customer Service Representative
People Support Inc
11.2004 - 06.2006
Professional Civil Service Passer - Professional Civil Service Passer
Civil Service Commission
04.2001 -
Bachelor of Science - Bachelor in Tourism
Polytechnic University of The Philippines
06.1997 - 04.2001