Frank Martinez
Chicago,IL
Summary
Dynamic operations professional dedicated to optimizing workflows and enhancing service delivery within a structured organization that values personal and professional growth. Recognized for exceptional interpersonal and leadership skills, fostering collaboration and adaptability to meet evolving business needs. Bilingual in English and Spanish, with strong communication abilities that facilitate effective team engagement. Proficient in Microsoft Word and Excel, with expertise in setting up and re-imaging workstations to support seamless operations and maintain high standards.
Overview
24
24
years of professional experience
Work History
Contact Center – Contact Center Operations Manager – Patient Care
Access Community Health Network
Chicago, IL
10.2021 - Current
- Handle day-to-day operations, including hiring, payroll, scheduling, PTO and annual reviews
- Managing and developing 3 supervisors over a team of nearly 80 employees
- Monitor and improve scheduling according to business needs
- Meet with health center managers from our 35 clinics to ensure patient care is being supported
- Conduct daily/weekly huddles to minimize disruptions and enhance productivity
- Prepare KPI reports for different departments or upper management
- Respond to patient inquiries and complaints
- Implement quality assurance standards
- Member of several committees to further streamline workflows and processes
Contact Center – Contact Center Supervisor
Access Community Health Network
Chicago, IL
02.2018 - 10.2018
- Supervise direct reports, responsible for day-to-day operations, including 55+ agents
- Communication of expectations, provide coaching and feedback, providing developmental opportunities
- Develop departmental objectives for day-to-day operations
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Monitor and improve ordering, telephone handling, and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
- Respond to patient inquiries and complaints
- Implement quality assurance standards
- Consistent communication with all Health Center management
Call Center Utilization Management – Prior Authorization Customer Service Supervisor
Aetna Better Health
Chicago, IL
02.2017 - 02.2018
- Direct and guide a team of 34, along with 5 Team Leads
- Maintaining the provider’s prior authorization requests at TAT 2
- Regulating and accountable for 900 faxes and 750 calls daily among team
- Speaking with providers and handling escalation of events
- Reporting to upper management daily/monthly phone metrics, trend reports, team audits
- Implemented weekend staff to reduce mandatory overtime and reduce TAT from day 8
- Facilitate training, bi-weekly meetings via classroom or WebEx tutorials
- Continuing education and introducing job aides, procedures
Call Center Services Backlog Project Supervisor
TotalMed Staffing/Aetna Better Health
Chicago, IL
12.2016 - 02.2017
- Manage and motivate staff of 8 in a fast-paced provider environment
- Support and assist Provider Services, Grievance and Appeals, and Utilization Management departments
- Support in triaging incoming document flow
- Project completed ahead of schedule by 1 month
Corporate Call Center Supervisor/Customer Service Representative
Safeway Insurance Company
Westmont, IL
03.2012 - 11.2016
- Managed 2 departments, Call Center and Quality Assurance, 35 plus employees
- Placed new hires, pay roll, monitored continued training, performed annual reviews
- Created existing standard operating procedures, performed departmental audits
- Internal I.T. liaison
- Assuring proper training for first notice of loss claims for possible litigation
- Maintained daily, monthly sales, new loss reports distributed to all managers and general managers
- Promoted to Supervisor 2013
Call Center Spanish Lead/Customer Service Representative
CEDA
Chicago, IL
09.2007 - 03.2012
- Updated customers with status of applications for utilities assistance programs
- Handled Spanish escalation calls
- Processed intake applications
- Handled 100 calls per day
Call Center Commercial Customer Service Specialist
Schofield Media/Lasalle Network
Chicago, IL
03.2006 - 10.2006
- Handled 3 media commercial portfolios of 900K each
- Processed and outlined the best options for clients to resolve issues
- Processed intake applications
- Handled 100 calls per day
Call Center Customer Service Representative
Colorado Tech University
Chicago, IL
01.2006 - 03.2006
- Interviewed prospective students
- Processed candidates into desired semester curriculum
- Processed intake applications
- Performed outbound calls of more than 500 per day
Call Center Commercial/Residential Customer Service Team Lead
Santanna Energy Services
Hinsdale, IL
03.2002 - 09.2005
- Provided updated information on contractual agreements
- Facilitated monthly KPI meetings with management
- Reconciled accounts for clients
- Handled payments and refunds
- Provided service recovery
Education
Business Management/General Studies
Morton College
Cicero, IL01-1995
Business Management/General Studies
Morton College
Cicero, IL01-2025
Skills
- Operational efficiency
- Health and safety compliance
- Scheduling coordination
- Equipment management
- Incident response
- Data analysis
- Staff development
- Compliance monitoring
- Interdepartmental collaboration
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
Languages
Spanish
Native or Bilingual
Timeline
Contact Center – Contact Center Operations Manager – Patient Care
Access Community Health Network
10.2021 - Current
Contact Center – Contact Center Supervisor
Access Community Health Network
02.2018 - 10.2018
Call Center Utilization Management – Prior Authorization Customer Service Supervisor
Aetna Better Health
02.2017 - 02.2018
Call Center Services Backlog Project Supervisor
TotalMed Staffing/Aetna Better Health
12.2016 - 02.2017
Corporate Call Center Supervisor/Customer Service Representative
Safeway Insurance Company
03.2012 - 11.2016
Call Center Spanish Lead/Customer Service Representative
CEDA
09.2007 - 03.2012
Call Center Commercial Customer Service Specialist
Schofield Media/Lasalle Network
03.2006 - 10.2006
Call Center Customer Service Representative
Colorado Tech University
01.2006 - 03.2006
Call Center Commercial/Residential Customer Service Team Lead
Santanna Energy Services
03.2002 - 09.2005
Business Management/General Studies
Morton College
Business Management/General Studies
Morton College