Danica Martin
Caloocan City
Summary
Automation specialist with strong background in optimizing processes and implementing efficient automation solutions. Renowned for fostering team collaboration and delivering reliable results in dynamic environments. Known for adaptability and results-driven mindset.
Track record of leading cross-functional teams to deliver impactful automation solutions.
Overview
14
14
years of professional experience
Work History
Instructor Senior Analyst
Accenture Inc.
12.2016 - Current
- Streamlined processes for improved productivity, conducting thorough analysis of current systems and making necessary adjustments.
- Created comprehensive documentation outlining the functionality and purpose of each automated solution developed.
- Reduced manual labor with the development of automated scripts for frequently performed tasks.
- Collaborated with cross-functional teams to ensure seamless integration of automation systems into existing workflows.
- Improved system reliability through rigorous testing protocols and continuous monitoring of automation performance.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Documented testing procedures for developers and future testing use.
- Kept scripts and test cases updated with current requirements.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
- Tested and evaluated students on materials presented in workshops and classes.
- Increased trainees' motivation by developing engaging lesson plans that catered to various learning styles.
- Assisted in curriculum development, ensuring alignment with state standards and best practices for effective instruction.
Team Lead
Teletech Philippines
08.2014 - 11.2016
- Handled production agents composed of mostly new hires and helped them get familiarized with the account
- Performed communications and process-related coaching weekly
- Mentored new communications coaches
- Handled end-to-end new hire training and upskilling
- Assisted in starting a project up from hiring to enablement to training to post-training support
- Led the service improvement project which included mapping out of the processes to modify steps based on the needs of the customers, writing the business process documents, and the creating and uploading the contents for new hire training
- Stakeholder and Client Management
Technical Support Representative
Stream Global Services
03.2011 - 06.2014
- As a TSR, my task was to assist customers with their internet connection issue and ensure that every applicable troubleshooting step has been exhausted to resolve the concern
- As an SME, my task was to do floorwalk and take escalations call from newer agents
- Started as a Customer Service representative who supported customers from their account setup to billing queries to cancellation of their account
- Handled production agents composed of mostly new hires and helped them get familiarized with the account
- Handled SME pool to support the whole production as floorwalkers
- Conducted RCAs on a daily basis to complaints received by the clients
Education
Business Information Management -
Asian Institute of Science And Technology
03-2011
Skills
- Curriculum Development
- Continuous Learning Development
- Project management
- Process improvement strategies
- Attention to detail
- Time management
- Excellent communication
- Process
Accomplishments
"Best Learning Program Supporting a Change Transformation Business Strategy" - Brandon Hall Group HCM Excellence Gold Award (2024)
"Best Learning Program Supporting a Change Transformation Business Strategy" - Brandon Hall Group HCM Excellence Gold Award (2022)
Languages
English
Filipino
Timeline
Instructor Senior Analyst
Accenture Inc.
12.2016 - Current
Team Lead
Teletech Philippines
08.2014 - 11.2016
Technical Support Representative
Stream Global Services
03.2011 - 06.2014
Business Information Management -
Asian Institute of Science And Technology
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