Management Customer Service
Resume:
BIOGRAPHICAL STATEMENT
Fredrick J. Martin is the Master Change Agent for Seton Healthcare Family which is a subsidiary of Ascension Health, having responsibilities at the local and national level. In this role Fredrick is charged with developing and executing the organization’s change management vision, strategy and development; enterprise transformation and workplace transformation experience; integrated change management solutions; and operational efficiencies. He strategically supports efforts to grow service-lines; deliver patient centered care, increase physician engagement, drive internal branding, and increase associate engagement.
Fredrick is a well-recognized leader in the healthcare industry. Prior to this role, he was the Organizational Development Leader for Universal American where he was responsible for the full articulation and implementation of performance management, regulatory compliance training, learning and development strategies and tactics. Fredrick developed and led Universal American’s talent management strategy encompassing a comprehensive range of vendors and business areas including Human Resources, Sales, Marketing, Operations and Compliance. Fredrick served a similar role as the Manager – Quality and Training for United Healthcare where he was brought in to turn around an underperforming business unit, responsible for the development and implementation of innovative and transformational training and quality strategies for the Medicare, Medicaid and Commercial lines of business. Fredrick redesigned training and quality programs, supported acquisitions, retention and local marketing strategies that drove enrollment and member loyalty while aligning with other key organizational functions (e.g., Sales, Provider Relations, Compliance, Operations). Fredrick played an integral role in the development of new operational strategies and served as the ‘voice of the customer’ in business process improvement strategies. Fredrick is also the former Director of Operations for Contact Management Solutions, one of the industry leading offshore outsourcing organizations. Fredrick used his extensive vendor management, quality assurance, communication, and sales support experience to develop and implement enterprise-wide strategic sales campaigns and operational stand-up model. He spearheaded the development and execution of integrated marketing strategies, acquisition and retention campaigns, sales, and segmentation initiatives which reflected competitive positioning, global market needs, market research, and customer feedback. Fredrick also had primary responsibility for standing-up operations in the global marketplace (e.g., India, South America, Canada, Jamaica, Philippines) Prior to joining Contact Management Solutions, Fredrick was the Quality Assurance Manager for Precision Response Corporation, the nation’s largest business process operations organization severing a wide-verity of industry leading clients such as, IBM, Priceline.com, Coca Cola, and Direct TV. He oversaw state-wide Quality Assurance. Precision Response Corporation tapped into Fredrick’s customer experience spirit and charged him to assist in building the customer service infrastructure to support bringing Priceline.com to the marketplace. Fredrick established and executed single and multi- location, multi-business segment quality assurance strategies and served as the key liaison between the enterprise quality organization and 11clients. He ensured appropriate quality resources were deployed at the market level to maximize performance, impact bottom-line performance, and increase customer satisfaction. Fredrick holds a Master of Business Administration from the University of Phoenix and a Bachelor of Science in Business Management from the University of Phoenix. Throughout his career, Fredrick has been active in the community and serves on the Community Leadership Board of the American Diabetes Association. Biographical Statement
Fredrick J. Martin, MBA, MCA Mobile: 713-***-**** Email: acutrj@r.postjobfree.com Page 2 of 5
PROFESSIONAL PROFILE
Top-performing, Healthcare Business Leader and groundbreaking Master Change Agent who devises strategies that create business value and facilitate sustainable growth through transformation and exploitation of a company`s core strengths. Delivers a unique mix of strategy, innovation and process excellence to create synergies that expand corporate capability, maximize market potential and increase profitability in highly competitive, kaleidoscopic environments. Vast experience leading cross-functional teams including implementation, quality, organizational development, operations and service delivery, to consistently exceed expectations and drive game changing cultural shifts across the enterprise leading to sustainable employee engagement, increasing productivity and optimizing performance. Equipped with excellent communication, leadership, and motivational skills; able to effectively interact with physicians, patients, and executive management. Successful in developing and implementing effective strategies and plans using high- caliber management qualifications. A proven history of turning around underperforming business units and revitalizing existing operations. Consistent success developing systems, processes, and methodologies to improve practices and enhance profit performance. Skillfully led organizations through change and challenge and to achieve sustainable, measurable results. Decisive professional who thrives on identifying issues impacting performance, productivity, and efficiency and formulating creative solutions to unique organizational issues. CORE COMPETENCIES
PROFESSIONAL STRENGTHS
LEADERSHIP
Focused leadership principles based on character, commitment, communication, competence, contribution, creativity and courage • Highly organized with a proactive, flexible, and entrepreneurial nature • Outstanding business versatility and cross-functional capability • Experienced in identifying talent and effectively coaching, developing and managing professional associates • Energetic motivator with demonstrated ability to successfully mobilize diverse teams, execute strategies and produce tangible results • Sound seasoned judgment WORKPLACE TRANSFORMATION • CHANGE MANAGEMENT
Created and guided implementation of strategic plan that transformed Ascension’s national Human Resources model. • Instituted a strong focus on customer experience • Attained more than $6M in savings through productivity and efficiency improvements during on-going, three-year initiative • Conceptualized and led a cultural shift that turned around organizations
STRATEGIC PLANNING • FINANCE
Financial budgeting, modeling and analysis expertise • Capable of expertly spearheading high impact projects and initiatives
• Proficient in conducting complex research and data analysis • Acute strategic planning and tactical execution ability • Disciplined critical and independent thinker • Performance driven management with measurable goals and objectives • Experienced negotiator
Performance Management
Six Sigma
Regulatory Compliance
Large Scale Project Implementation
Business Process Improvement
Employment Engagement
Organizational Assessment
Physician Engagement
Clinical Integration
Strategic Planning
International Operations
Patient Experience
Culture Change
Organizational Change Management
Fredrick J. Martin, MBA, MCA Mobile: 713-***-**** Email: acutrj@r.postjobfree.com Professional Profile
Page 3 of 5
PROFESSIONAL EXPERIENCE
SETON HEALTHCARE FAMILY, Austin, TX 2012-Present Largest healthcare system in central Texas inclusive of 14 hospitals, 19+ clinics and 13,000+assoicates including physicians Master Change Agent, Organizational Effectiveness
Internal consultant within the organizational development arena at the local and national level. Collaborated with hospital administrators and C-Level leaders on strategy development and organizational effectiveness, with a focus on patient- centered care and creating a high performance organization.
Developed, implemented and led change management strategy to support national EMR implementation that led to increased productivity by 70%.
Steered development and implementation of physician integration strategy including physicians and administration focusing on increasing internal referral rate and service line growth.
Collaborate with C-Level leaders in the design, implementation, and management of value creation initiatives focused on person-centered care.
Held a pivotal role in organizational consolidation, utilizing previous business infrastructure and downstream impact analysis expertise.
Designed implementation plan for National Operating Model directed at six Centers of Expertise.
Directed resources, and project plans for major scalable enterprise solutions supporting $20-million with unique ability to drive transformational change in both business and technology leadership roles.
Provided business analysis for projects of up to $50-million that included requirements, success criteria, milestones, Key Performance Indicators (KPIs), and Work Breakdown Structures.
Managed projects with varying levels of complexity and identified and mitigated potential risks; developed requirements, managed change control, and tracked schedules and cost performance while ensuring project activities aligned with business objectives.
UNIVERSAL AMERICAN CORP., Houston, TX 2006-2012
Fortune 500 organization and nation’s second-largest Medicare PDP provider Organizational Development Leader
Recruited to revitalize launch of healthcare managed care product line while managing organizational development of 2,300 employees. Lead specialized change initiatives as a result of organic growth or acquisitions. Responsible for all organizational development functions, including but not limited to performance management, talent management, leadership development, succession planning, and change management across highly matrixed organization.
Worked directly with C-Level leaders on change management strategies to institute performance management culture; focusing on people, process, technology and measurement.
Developed plans and strategies to lead complex multidisciplinary efforts to improve human resources management efforts companywide. Oversaw implementation initiatives of projects associated with people, productivity and organizational change to ensure the success of the organization.
Collaborated with Chief Compliance Officer in the design, implementation, and management of compliance training programs, including company policies and compliance with federal and state regulations.
Provided pioneering training and OD processes to link human resources to operations, facilitating productivity, quality, and service gains.
Established training and performance improvement measurements to strengthen OD process. Conducted training sessions for sales representatives to increase product/service knowledge. Professional Experience
Fredrick J. Martin, MBA, MCA Mobile: 713-***-**** Email: acutrj@r.postjobfree.com Page 4 of 5
UNITEDHEALTHCARE (UHC), Houston, TX 2004-2006
Operating division of UnitedHealth Group, largest single health carrier in United States Quality and Training Manager
Appointed to streamline business segments and jump-start productivity by redefining business strategies, diversifying roles, redesigning processes, and acquiring top talent. Implemented vigorous training and process improvement programs and established “Quality Mentality & Focus” culture within organization. Continuously evaluated operations and ensured compliance with all federal and state regulations.
Introduced Six Sigma process improvement model, which resulted in 25% increase in productivity.
Rolled-out end-to-end quality program that included behavior analytics on customer activity
Provided support for LTC, CHIP and Medicaid product teams on issues related to member engagement, enrollment, eligibility, ID cards and materials.
Galvanized performance of over 400 employees within service center, which directly impacted on-site service level agreements, while notably reducing site KPIs.
Provided Sales and Marketing support through direct mail campaign initiatives.
Coordinated, developed and supported strategic relationships with State agencies and stakeholders to influence program policies and operations.
Developed transition strategies and plans for change programs based on staff impact.
Guided executives and managers in identifying organizational needs and performed specific OD interventions as part of reengineering and process improvement plans. CONTACT MANAGEMENT SOLUTIONS, Sunrise, FL 2002-2004 International outsourcing organization
Director of Operations
Led company’s fastest growing offshore outsourcing business segment, which achieved year-over-year growth of 30% during tenure. Held P&L responsibility for multimillion-dollar accounts and major service contracts. Advised C-level executives on performance improvement and established and fostered critical partnerships with internal and external customers. Played key role in increasing overall productivity and improving interdepartmental communications.
Responsible for the development and maintenance of business relationships of assigned clients. Serving in a service/consultative capacity ensuring customer satisfaction, retention and contract renewal.
Directed and effectively developed strategic goals into specific operating and business plans and decisions.
Managed the direct sales campaigns of Fortune 500 clients.
Successfully opened 10 call centers located in India, Philippines, Canada, and South America; traveled to sites to oversee centers’ openings and managed cross-border relationships following return to U.S.
Developed short- and long-term operational strategies designed to bring cohesiveness to internal and external processes. Performed overall needs-analysis and assessment to position the company for continued growth and market expansion.
Implemented action plans to strengthen business practices.
Leveraged synergies of work products and best practices by restructuring sales team around markets and customer segments.
Professional Experience
Fredrick J. Martin, MBA, MCA Mobile: 713-***-**** Email: acutrj@r.postjobfree.com Page 5 of 5
PRECISION RESPONSE CORPORATION, Sunrise, FL 1998-2002 Leading BPO delivering customer management and sales/marketing solutions Quality Assurance Manager
Oversaw all aspects of QA program for major accounts, including Fortune 500 corporations. Worked closely with client organizations during planning and launch of new products. Recruited, trained, and managed six QA supervisors with 60 direct reports; directed all staffing initiatives and allocated budgets exceeding $1M for 12 programs at three sites. Designed and implemented operating procedures, established performance metrics, and conducted performance appraisals of staff.
Achieved 65% increase in customer service quality throughout organization; realized 15% increase in revenue.
Reviewed business process training programs and instituted detailed quality programs; efforts boosted daily productivity 32% and reduced average handling time (AHT) of calls 25%.
Directly managed service deliverables across client groups to manage processes and meet performance targets.
Collaborated with Priceline.com on flagship service launch.
Active client/customer relationship management including the development and implementation of strategic partnership growth initiatives.
Coached and mentored executives and managers. Brainstormed and consulted to troubleshoot operations and improve efficiencies.
Prepared and conducted bi-weekly operation team meetings to address needs and ensure consistency of quality performance on an ongoing basis.
EDUCATION
Master of Business Administration (MBA)
University of Phoenix – Houston, TX
Bachelor of Science in Business Management
University of Phoenix – Houston, TX
Certified Master Change Agent (MCA)
General Electric – Austin, TX
Master Certificate in Healthcare Leadership: Focus on Change Leadership Cornell University – Ithaca, NY
BOARD MEMBERSHIP
American Diabetes Association – Leadership Board Member 2015 - 2016 Fredrick J. Martin, MBA, MCA Mobile: 713-***-**** Email: acutrj@r.postjobfree.com Professional Experience and Education
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