Amyus Martinez
San Antonio,TX
Summary
Talented professional proven successful in leading administrative team members in high-volume settings. Knowledgeable about regulations, managing files, and producing professional correspondence for diverse needs. Articulate communicator with strong attention to detail and superior work ethic.
Overview
13
13
years of professional experience
Work History
Operations Manager
Centene
San Antonio, TX
12.2022 - Current
- responsible for overseeing the daily operations of the call center, ensuring that agents meet performance standards and deliver exceptional customer service. This includes supervising and coaching a team of agents, conducting regular performance reviews, and fostering a positive work environment to promote teamwork and high morale. The manager ensures that all calls comply with company standards and regulatory requirements by implementing quality assurance programs and regularly reviewing call recordings to provide feedback for continuous improvement. They are also responsible for managing operational tasks such as shift scheduling, call routing, and workload distribution to optimize efficiency and reduce costs.
- Mitigated business risks by working closely with staff members and assessing performance.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Operations Supervisor
Centene
San Antonio, TX
11.2014 - 12.2022
- Analyzed operational data to identify trends and implement strategic improvements.
- Facilitated team meetings to discuss operational challenges and brainstorm solutions.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Developed and monitored operational budgets, achieving a reduction in unnecessary expenditures.
- Coordinated with vendors regarding product availability, pricing, delivery schedules.
Rapid Resolution Expert (RRE Claims)
UnitedHealth Group
San Antonio, TX
10.2011 - 11.2014
- Conducted evaluations of claims adhering to authorized payment guidelines.
- Evaluated ICD-9 and ICD-10 claim forms for accuracy.
- Researched, analyzed and resolved complex customer disputes.
- Maintained records of all mediated conversations and proceedings.
Education
High School Diploma -
Holmes High School
San Antonio, TX04-2006
Some College (No Degree) - Computer Engineering
St Marys University
San Antonio, TXSkills
- Performance monitoring
- Incidents management
- Marketing
- Production
- Performance reporting
- Health and safety compliance
Timeline
Operations Manager
Centene
12.2022 - Current
Operations Supervisor
Centene
11.2014 - 12.2022
Rapid Resolution Expert (RRE Claims)
UnitedHealth Group
10.2011 - 11.2014
High School Diploma -
Holmes High School
Some College (No Degree) - Computer Engineering
St Marys University