FREDRICKA MARTIN
Henderson,NV
Summary
Operations leader with 10+ years of experience managing teams, improving processes, and leading cross-functional initiatives in fast-paced environments. Proven ability to translate operational challenges into structured projects by defining scope, aligning stakeholders, managing timelines, and delivering measurable outcomes. Experienced leading operational programs across healthcare, technology, and financial services environments. Skilled in data-driven decision making, stakeholder communication, and performance optimization. Currently pursuing CAPM certification and seeking to transition into a Project Manager or Program Manager role.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Manager, Benefit Services
Maven Clinic
09.2025 - Current
- Lead operational initiatives to improve reporting accuracy, performance management, and workforce planning across the Benefits Services team.
- Served as project lead for an end-of-year contractor hiring initiative coordinating vendor communication, interviews, and onboarding execution.
- Designed and implemented a standardized Year End Review framework establishing consistent rating criteria and calibration guidelines.
- Authored the business case and requirements for a centralized team performance dashboard.
- Developed weekly KPI reporting used as the interim source of truth while the centralized reporting solution was under development.
- Conducted operational data analysis to establish performance benchmarks and improve team accountability.
- Coordinated structured onboarding and training programs, managing timelines and stakeholder communication.
Benefits Care Manager
Gusto
Henderson, NV
11.2023 - 09.2025
- Managed daily operations for a team of 20 advocates, driving operational improvements and performance management initiatives.
- Led quality improvement initiatives that increased transactional Net Promoter Score by 20 points within one year.
- Coordinated a cross-departmental rewards and recognition initiative, aligning stakeholders across multiple teams.
- Designed and implemented an escalation rotation workflow that improved workload distribution and coaching capacity.
Epidemiologist
Nevada Division of Public & Behavioral Health
Las Vegas
05.2023 - 11.2023
- Managed surveillance program operations including reporting workflows, compliance requirements, and stakeholder deliverables aligned with CDC standards.
- Led cross-agency collaboration with regional health departments to resolve statewide data transmission issues.
- Improved program compliance by 15% through training initiatives and process improvements.
- Streamlined laboratory reporting workflows enabling faster reporting and additional program funding.
Health Coaching Operations Team Leader
FULLFILL, Inc.
Las Vegas
03.2021 - 10.2022
- Directed operational support for the launch and improvement of a health coaching mobile application.
- Managed project lifecycle activities including user acceptance testing (UAT), feedback cycles, and operational readiness.
- Leveraged enrollment and engagement data to support workforce planning and operational decision making.
- Achieved an all-time customer satisfaction score of 4.98/5 through data-driven coaching and performance analysis.
Contact Center Team Leader
Platinum Travel at American Express
Las Vegas
06.2019 - 02.2021
- Supervised a team of 15 employees in a high-volume customer operations environment.
- Implemented coaching processes that increased referral metrics 10–15% month-over-month.
- Designed a return-to-work onboarding program that reduced ramp-up time and operational errors 15–20%.
- Led the team to achieve the highest OSAT scores in Platinum Travel for three consecutive months.
Health Coaching Operations Team Leader
Rally Health, Inc.
Las Vegas
06.2015 - 06.2019
- Managed a team of 15–20 employees supporting a rapidly scaling health coaching platform.
- Partnered with product, operations, and analytics teams to improve program performance and member outcomes.
- Implemented coaching frameworks that increased team productivity by 20%.
- Developed a member testimonial program used in marketing and internal engagement initiatives.
Education
Master of Science - Exercise and Sport Science
University of North Carolina at Greensboro
Bachelor of Arts - Psychology
Georgia Southern University
Skills
- Project Coordination
- Cross-Functional Collaboration
- Stakeholder Communication
- Process Improvement
- Operational Strategy
- KPI Reporting & Performance Metrics
- Escalation Management
- Team Leadership & Coaching
- Data Analysis & Reporting
- Tools: JIRA Asana Salesforce Tableau SQL Google Workspace SAS
Certification
Certified Associate in Project Management (CAPM) — In Progress
Timeline
Manager, Benefit Services
Maven Clinic
09.2025 - Current
Benefits Care Manager
Gusto
11.2023 - 09.2025
Epidemiologist
Nevada Division of Public & Behavioral Health
05.2023 - 11.2023
Health Coaching Operations Team Leader
FULLFILL, Inc.
03.2021 - 10.2022
Contact Center Team Leader
Platinum Travel at American Express
06.2019 - 02.2021
Health Coaching Operations Team Leader
Rally Health, Inc.
06.2015 - 06.2019
Bachelor of Arts - Psychology
Georgia Southern University
Master of Science - Exercise and Sport Science
University of North Carolina at Greensboro