Maria Christina Martinez

EXPERIENCE SUMMARY MARIA CHRISTINA MARTINEZ • BUSINESS OWNER | Sep 2019 – Jun 2024 MKitchen Food Services – Dasmariñas, Cavite • SENIOR CALL CENTER SUPERVISOR | Jun 2017 - Jul 2019 Asurion – Sta. Rosa, Laguna • FACULTY | Jul 2016-May 2017 De La Salle University-Dasmariñas - Cavite • TEAM LEADER | Mar – May 2016 Outsource Asia – Bonifacio Global City, Taguig • OPERATIONS MANAGER |Sep 2014 – Jun 2015 Schneider Electric – Rosario, Cavite • Emerson Electric Asia Ltd. ROHQ | Jan 2004-Dec 2013 Ayala, Makati City (Hired from SYKES ASIA Inc., recognized employment from Jan 2004 – Jan 2009 under Emerson Account; with progressive career that started as Customer Service Representative to Operations Manager) o OPERATIONS MANAGER | Feb 2012 – Dec 2013 o SENIOR LEAD, INTEGRATED MARKETING |Jan 2009 - Jan 2012 Video Introduction: https://drive.google.com/file/d/1Imd6Twqgv1zG Axlhbj4YGcP8fePxCmgw/view?usp=drive_link QUALIFICATIONS • Highly skilled professional with about 20 years working experience in different industries such as business process Video Introduction: outsourcing, call center, engineering, https://drive.google.com/file/d/1Imd6Twqgv1zG information systems, academic, Axlhbj4YGcP8fePxCmgw/view?usp=drive_link manufacturing and food services. • Competent in conducting trainings for people and skills development • Exceptionally organized and disciplined, possess well-developed interpersonal skills and ability to motivate and direct others in a supportive and cooperative environment. • Proven ability to successfully lead diverse teams of highly skilled individuals. CORE COMPETENCIES Operational Management | Cross-functional Team Leadership | Strategy Development | Analytical & Critical Thinking | Training & Development | People Management and Motivational Skills CONTACT INFORMATION Mobile Phone: - Email:-LinkedIn Profile: ph.linkedin.com/in/thinamartinez/ B11 L55 Ph3B Willowherb St. Greenwood Heights Paliparan 1, Dasmariñas, Cavite, Philippines 4114 • Sykes Asia Inc. | Jan 2004 – Jan 2009 Pasig City o ACCOUNT SUPERVISOR | Nov 2006 – Jan 2009 o TEAM LEADER | May 2006 – Nov 2006 o ASSOCIATE SOFTWARE ENGINEER | Jan 2005 – May 2006 o CUSTOMER SERVICE REPRESENTATIVE | Jan 2004 – Dec 2004 • PROGRAMMER | May 2002 – Nov 2003 Yong Sung Electronics Inc. – Rosario, Cavite • FACULTY MEMBER | Jun 2000 – Apr 2002 AMA Computer College – Dasmariñas, Cavite EDUCATION BACHELOR OF COMPUTER SCIENCE | 1996 - 2000 De La Salle University-Dasmariñas – Cavite, Philippines o o o Full Academic Scholar from 1st to 4th Year College Performed as a panelist during thesis defense of lower year level during my senior year Supported IT Department during enrollment period PROFESSIONAL EXPERIENCE DETAILS MKITCHEN FOOD SERVICES – Dasmarinas, Cavite Philippines Sep 2019 – Jun 2024 BUSINESS OWNER • Own and perform all management duties of operating a food business that started with one physical stall and have grown to two stalls and online selling. • Performed hiring, training, and managing staff in conducting the preparation and serving of food, maintaining inventories, adhering to food safety regulations, allocating resources, administering payroll, and ensuring customer satisfaction. • Developed menus and recipes that help satisfy our valued customers resulting in business expansion. ASURION – Sta. Rosa Laguna, Philippines Jun 2017 – July 2019 SENIOR CALL CENTER SUPERVISOR • Launched and performed full operational management of the technical support team, Computer Help Desk (CHD), of the Retail line of business reporting to the Senior Operations Manager. • Successfully expanded one technical support team to seven hybrid teams focusing on customer service and technical support for the Retail accounts in USA. • Co-facilitate product training of newly hired employees • Continually improve processes and policies in support of organizational goals and monitor adherence • Liaison with top management by assisting in the development, implementation and management of strategic plans • Organize recruitment and placement of required staff together with the human resource team DE LA SALLE UNIVERISTY – DASMARIÑAS – Dasmariñas City, Cavite, Philippines July 2016 – May 2017 FACULTY • Responsible for combining my professional experience and skills to teach Computer Studies and Organization and Management • Provide students with outstanding academic and technical education • Developed lesson plans, instructional materials and other strategies to ensure that every student has a thorough knowledge of the subject • Updating administrative records of each pupils’ progress • Participate in other school activities as assigned (Logo Design Contest, Awards and Recognition, etc.) OUTSOURCE ASIA– BGC Taguig City, Philippines Mar – May 2016 TEAM LEADER, Outbound Sales • Motivating and coaching internal sales people on how to achieve business sales targets • Managing team member’s KPI and performance evaluations • Prepare and deliver daily and weekly team performance report for upper management and client review • Responsible for recruiting and interviewing processes and makes hiring decisions SCHNEIDER ELECTRIC – Cavite, Philippines OPERATIONS MANAGER | TRAINER Sep 2014 – Jun 2015 • • • • Overall responsible for the Manage Services and Scheduling (MSS) operations in the Philippines supporting North America Established organizational structure changes and plan the use of human resources. Organize recruitment and placement of required staff Routinely evaluate business training needs and adjust staff development and educational programs Managed development, implementation, and continuous improvement of training programs, including ongoing learning opportunities within MSS Selected Accomplishments: o Design and implementation of new rewards and recognition program of the Customer Care Center operations in the Philippines o Continuous improvement of the processes and procedures of service scheduling EMERSON ELECTRIC ASIA LTD. ROHQ – Makati City, Philippines Jan 2004-Dec 2013 (Hired from SYKES ASIA Inc., recognized employment from Jan 2004 – Jan 2009 under Emerson Account; with progressive career that started as being a Customer Service Representative to Operations Manager) OPERATIONS MANAGER (Feb 2012 – Dec 2013) Reports to the Senior Operations Manager in Manila and Customer Care Manager in Dubai, UAE ▪ Managed operations of Flow business unit for Middle East & Africa regions ▪ A primary participant in Flow, Middle East & Africa Strategic Planning & Review ▪ Provide leadership and direction to all teams associated with quote fulfillment, order management and applications and technical support by driving project specific strategies and initiatives within Middle East & Africa Flow ▪ Conducts training for the Flow Middle East &Africa organization: sales force, service team and customer care team ▪ Ensure all processes, systems & resource controls required to meet client service delivery expectations are in place and is managed in accordance with approved processes and policies. ▪ Review & implement required process changes designed to delighting customer through differentiated support ▪ Ensure team achieves service levels and key performance indicators via regular communication and feedback on the performance of the team. ▪ Implement a robust, transparent staff performance review framework designed to identify and reward high performing members ▪ Worked with the human resource team in recruitment and hiring processes Selected Accomplishments: o Invited to present Manila operations during FY12 MEA Flow Sales Meeting in Abu Dhabi, UAE o Segmentation of the different roles and responsibilities within the Commercial and Technical team and established performance metrics for each function – Order Management Officers, Inside Sales Engineer, Technical Applications and Escalation Support, CRM Analyst, Project Engineer o Established robust operations report used for global reporting o Accomplished the Lean Process Projects o Lessened the possibility of even higher attrition by boosting people morale, created an environment of team work, optimism and enhanced people development o Successful implementation of Emerson Process Management major reporting system projects SENIOR LEAD, INTEGRATED MARKETING (Jan 2009 – Jan 2012) ▪ Performed responsibilities as supervisor of Business Analysis Team ▪ Project Leader of the Emerson Process Management - Performance Management Tool ▪ Facilitate Moments of Truth Trainings (Think Customer) for Emerson Process Management ▪ Constituent of the Rosemount’s Leadership Advancement and Management Program (LAMP) Council to ▪ help equip potential leaders with the necessary skills needed to perform higher responsibilities; Conducts planning, training and related people development tasks Performed web analytics of Rosemount major web sites using WebTrends On-Demand Selected Accomplishments: o Invited to present in the Rosemount Global Marketing Leadership Face to Face Meeting (Feb 2009, USA). This is a group of 12 leaders consisting of vice presidents and directors representing Americas, Europe, Asia Pacific and Middle East-Africa. o Promotion of two members to Team Leader position focusing on analysis and database management o 5-year Service Award SYKES ASIA INC. – Pasig City, Philippines Jan 2004 – Jan 2009 TECHNICAL TEAM LEADER/ACCOUNT SUPERVISOR (Nov 2006 – Jan 2009) ▪ Continued to oversee the Marketing & Reporting team ▪ Escalate issues and or provide sound recommendation to clients ▪ Exercise the same supervisory responsibilities as a Team Lead ▪ Project leader of the Rosemount Evergreen Process Project, an exceptional tool for the worldwide sales and marketing group in keeping more than 4000 deliverables up-to-date and accurate in five major Rosemount web sites ▪ Web master and administrator of the Value Selling Matrix site Selected Accomplishments: o Implementation of the Evergreen Process website o Best Officer for 2008 under Manila Marketing Services Team o Special Client Citation, September 2008 TEAM LEADER (May 2006 – Nov 2006) ▪ Appointed to handle a group of 15 analysts, Marketing & Reporting team, composing of report analysts, financial analysts and data analysts serving Rosemount Measurement in Asia Pacific, North America, Europe and Middle-East Africa. Supervisory responsibilities being: o Takes proactive responsibilities in dealing with clients/divisions o Responds timely and accurately to the escalations of the analysts o Conducts team meetings o In-charge of team’s daily schedule and ensure adherence is met o Monitors analysts’ performance and updating their records on a regular basis o Feedbacks performance on a regular basis, does PEP and/or coaching o Monitors technical skills of the analysts and recommends additional training when needed o Designates tasks to available team members in shared development projects when needed o Serves as back-up and or escalation point when an analyst is on leave or fails to deliver a project on time o Plans, assigns and directs work to the team/employees in cooperation with the manager o Continuously improve team’s processes and assist in preparing team’s processes, documentations and reports required from the team ASSOCIATE SOFTWARE ENGINEER (Jan 2005 – May 2006) ▪ This promotion was led by the “Best Education Online Presentation” award, given by Rosemount for the October 2004 National Sales Meeting Trade Show in North America. ▪ Handled the same support for Value Selling Matrix web administration under Permission Marketing Team with a group of programmers ▪ Received a Service Excellence Award on December 2005 CUSTOMER SERVICE REPRESENTATIVE (Webmaster and Administrator) (Jan 2004 – Dec 2004) ▪ ▪ Webmaster and Administrator of the Rosemount Value Selling Matrix, a compilation of the key selling tools utilized by the Rosemount worldwide sales force and marketing. Responsible for leading the Value Marketing team meetings including world area contacts Selected Accomplishments: o Best Education Online Presentation. Given by Rosemount for the October 2004 National Sales Meeting Trade Show in North America o Special Client Citation Award, December 2004 Yong Sung Electronics Inc. – Cavite, Philippines May 2002 – Nov 2003 PROGRAMMER ▪ Designed an Automated Personnel Information Management System (PIMS) for the company using Visual Basic and Seagate Crystal Report and serve as contact for all software development requirements of the company (both developed internally or purchased through software companies) ▪ Act as System Administrator to monitor and maintain the Finger Print Scanned based Attendance and Payroll System including generation of payroll reports for top management ▪ Assisted in providing network and Internet access and other technical support. Selected Accomplishments: o Creation of the Automated Personnel Information Management System (PIMS) o Successful test and implementation of the Finger Print Scanned based Attendance and Payroll System AMA Computer College – Cavite, Philippines Jun 2000 – Apr 2002 FACULTY MEMBER ▪ Handled classes on computer related subjects including logical analysis, lectures and laboratory (software applications and programming) courses. Served as a Resource Speaker for seminars and other school activities Selected Accomplishments: o Most Active Faculty Member, 2001 o Successful trainings on computer literacy program for high school students TECHNICAL PROFICIENCIES Software: Google Suite, Microsoft Office Applications (Word, Excel, Powerpoint, Publisher, Access, MS Teams), CRM On-Demand, Web T r e n d s O n -Demand, Photoshop, Canva, Capcut, Snag It, NXPLite, Visual Basic, Visio, FrontPage, HTML, SQL Server, Seagate Crystal Report Platforms: Windows NT, Windows 2000, Windows 98, Windows ME, Windows XP Hardware: PC Troubleshooting & Networking TRAININGS ATTENDED Leadership| Process Improvement Training 7 Habits of Highly Effective People Lean Enterprise Essentials of Management Breakthrough Coaching High Impact Supervision Technical Trainings: SharePoint Fundamentals Project Management Basic 7 Quality Control Tools Systematic Managerial Analysis Lean Office Kaizen Communicative Leader Step-up Fast Start Management Training WebTrends for Marketing Professionals: Fundamentals I WebTrends for Marketing Professionals: Fundamentals 2 REFERENCES Pio Feliciano, Global Director – Operations, Customer Care – WebBeds-, Mobile: - Eric Mago, Assistant Vice President – Human Resources – HSBC, Philippines-, Mobile: - Janet Serrano, Director, Talent Acquisition – EMERSON Electric Asia Ltd. ROHQ-, Mobile:-)