Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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Marilyn Camba

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

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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

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Marilyn CambaTeam Leader