Andy Christian Martinez Email & Phone Number

Cebu City, Ph

• Strategic Process Management: Spearheading the establishment and management of processes for analysis, forecasting, reporting, and monitoring of business information, ensuring alignment with strategic objectives.• Incident Response Leadership: Facilitating cross-functional incident response, driving quality process adherence, and enhancing technical capabilities to minimize impact on customers and operations.• Operational Improvement Initiatives: Designing and implementing improvement strategies for processes, tools, and systems to optimize team performance and prevent incident recurrence.• Stakeholder Relationship Development: Building and maintaining collaborative stakeholder relationships to ensure effective communication, incident resolution, and customer remediation efforts.

• Lead role of managing the mission cadence and work more closely with stakeholders within and outside mission.• Facilitated discussion, decision making, and conflict resolution across 3 cross-functional teams in a complex mission• Used Agile methods and processes to coach mission members through complex problem-solving and solution strategies• Lead continuous improvements to the efficiency and effectiveness of delivery and contribute to the identification of areas of improvement

• Crafting Data-Driven Strategies: Proficiently employ data analytics to decipher intricate commercial challenges and adeptly identify their underlying factors. Contribute to the formulation of sophisticated data-driven strategies.• Shaping Long-Term Vision: Exhibit an expansive knowledge base to steer discussions regarding the organization's long-term strategic direction. Proficiently craft enduring plans adapting or creating novel strategic frameworks when necessary.• Applied Expertise in Strategic Design: Demonstrate extensive expertise and experience in crafting actionable business strategies. Analyze emerging trends comprehensively and evaluate their potential influence on Telstra's future requirements.• Influential Stakeholder Engagement: Engage effectively with key stakeholders, ranging from peers to senior executives. Actively seek their support, guidance, and endorsement to drive innovative solutions for intricate challenges, occasionally removing organizational hurdles along the way.

Philippines

• Lead data-oriented projects by partnering with stakeholders from across the business to understand their data needs and business objectives and providing end solutions.• Provide business analysis and research into a specified area of business expertise. Provide input into recommendations that support development of effective strategic, tactical or operational plans and programs• Working with stakeholders to define user stories that capture the business problems and outcomes to be solved.• Deliver consistent growth of Sales Activation / Recontract / Saves Strike Rates and Total Volumes at ever increasing efficiency levels.

Cebu City, Philippines

• Involved in continuous improvement activities that aims to eliminate in the operations/processes, improve customer satisfaction and enhance business results• Drive cross-functional integration to provide insightful analysis that considers the bigger picture.• Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps• Prepare and present communication plan that informs operations leadership of the health of the business processes.

Cebu City, Philippines

• Responsible for the daily production of reports; special report inquiries and related distribution. • Set-up reports on a weekly/monthly basis. • Maintain existing reports as well as monthly summaries.• Develop trending reports on a request basis.• Store and manage project specific data. • Database management. • Maintain current databases daily with statistics• Reconcile each database and resolve any discrepancies. • Enhance existing reports and graphs as necessary. • Communicate and coordinate the distribution of reports to Production

Cebu City, Philippines

• Observe, lead, and co-lead New Hire and Continuing Education training ranging from 10-40 students.• Utilize effective presentation skills including creative training techniques and adult/accelerated learning techniques• Complete daily tracking, including course evaluation, student assessments, time punch details, and other administrative tasks in a timely manner

Cebu City, Philippines

• Frontline of the company in ensuring agents that are transitioning from Training to Production by providing direct support to the current team assigned to. • Performs Team Lead tasks and act as a Team Lead in the absence of the Team Leader.

Cebu City, Philippines

• Responsible for controlling one or more clients; programs; or lines of business at a Convergys Contact Center• Floor management responsibilities include monitoring intraday operational performance of one or more programs and/or lines of business; noting and identifying exceptions to performance; and executing established exception procedures including agent actions; system updates; and support group notifications including RPM; Quality and HR• Focus on real-time/intraday agent productivity, performance exceptions and schedule adherence in collaboration with the command center.• Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc.

Cebu City, Philippines

Cluster AssistProvide assistance and resolutions on complicated issues and assistance in processing payment arrangements for agents who are not trained for finance processes thru internal chat supportFloorwalker / Floor SupportAssist agents on resolving complicated issues by roaming the Production Floor being as an SME and do Call Intervention if necessary.Escalations InternHandle escalated supervisory calls and at the same time take Long Call Intervention (LCI) calls forwarded by Floor Support

Micro-Credential, Data Analytics Foundation, Data Analytics, High Distinction

Foundations of data analytics, including identifying data set and attribute types, data preparation and cluster analysis. Advanced.

Micro-Credential, Product Management Fundamentals, Product Management, High Distinction

https://www.credly.com/badges/5ab03d1c-6b07-4a53-9db6-e673cab144ae/public_url The earner of this credential has the skills needed to hit.

Bachelor’S Degree, Financial Management

Activities and Societies: UC ETEEAP - Syzygy Vice President 2015 – 2016Focusing on core principles of financial planning, investment.

Associate’S Degree, E-Commerce/Electronic Commerce

Activities and Societies: STI - Ozamiz Supreme Student Council President 2003 - 2004 STI - Ozamiz Supreme Student Council Treasurer 2002.

Micro-Credential, Managing Strategic Performance, High Distinction

https://api.au.badgr.io/public/assertions/13FeQgu0R-K57Zt7tdq6TQ The earner of this Melbourne MicroCert, which was co-designed.

Micro-Credential, Advanced Product Management, High Distinction

https://www.credly.com/badges/1fab9559-6cb3-4233-9b79-9fcb7a45919d/public_url Deep understanding of the entire product value chain.

Micro-Credential, Cyber Security Fundamentals, Computer And Information Systems Security/Information Assurance, High Distinction

Activities and Societies: - Explored cyber threats, vulnerabilities, and cyber-attack scenarios. - Assessed and mitigated cyber risks.