Subject Matter Expert
Resume:
Frank Martinez
New Castle, IN 47362
*******@*****.***
Looking for a position that will take full advantage of my experience.
Work Experience
Subject Matter Expert
Concentrix in C/O United Health Care
August 2024 to current
•Responsible for the day-to-day inquiries of United Healthcare members.
•Subject Matter Expert since day one out of training.
•Compliance SME, responsible for approving grievances for submittal.
•Achieved 93% LOB wide submission rate for August, 2025.
Eligibility Specialist
Maximus in C/O The State of Indiana
November 2023 to July 2024
•Reviewing and processing applications for government assistance programs, ensuring all required documentation is complete and accurate.
•Determining applicants’ eligibility for programs such as Medicaid, SNAP (Supplemental Nutrition Assistance Program), and TANF (Temporary Assistance for Needy Families) based on established criteria.
•Collecting and verifying information from applicants and outside sources.
•Communicating with clients to obtain missing information or clarify details.
•Maintaining accurate and organized files and documentation.
•Providing excellent customer service to all clients.
Delivery Service Partner
Amazon - Indianapolis, IN
June 2021 to October 2023
•Interacted with Amazon customers and the public in a professional manner.
•Actively delivered over 200 or more packages ranging from envelopes to
50 lb. boxes.
•Maintained a high driver safety score.
USPS Mail Carrier
United States Postal Service - Indianapolis, IN
August 2018 to February 2021
• Sorting and preparing mail at the post office.
• Delivering and collecting mail along a designated route.
• Collecting money for cash-on-delivery and postage-due mail.
• Obtaining signatures for registered, certified, and insured mail.
• Answering questions from customers about USPS procedures and services.
Dock Supervisor
ALDI - Greenwood, IN
April 2017 to July 2018
• Responsible for creating the standard for load auditing.
• Trained new employees according to standard operating procedures.
• Completed a myriad of daily tasks to ensure S&H, ALDI, B&L Logistics, and Securitas
operated properly.
Material Handler
FedEx - Indianapolis, IN
October 2014 to March 2017
• Unloaded and loaded at the highest rate.
• Maintained a 98% punctuality rating my entire tenure at FedEx.
• Demonstrated proper loading/unloading techniques to new or struggling handlers.
Workforce Manager/IT/SME
Xerox - Indianapolis, IN
May 2013 to July 2014
• Workforce: Responsible for 200 agents and their productivity in a call center environment
over two projects. (Coventry: Open Enrollment, CVS: Pharmaceutical Call Center.)
• Reported daily to the Operations Manager and Senior Business Manager regarding
agent productivity, network/computer health, scenario trend of the day,
disciplinary actions/terminations and expected daily revenue.
• IT: Responsible for the maintenance of 250 PCs running Windows 7 in a cloud/VIOP environment.
• Reported and escalated major outages to the senior IT team in Kentucky.
• SME: Subject Matter Expert for both clients. (Coventry/CVS)
Assisted agents with material they were unfamiliar with.
• Coached agents on etiquette and improving their resolution time.
MS2 Bilingual Monitoring Specialist
Behavioral Interventions - Anderson, IN
June 2011 to January 2013
• Specialized in monitoring of clients on house arrest, BAC monitoring, and GPS tracking
in a call center environment.
• Extensive knowledge of the technology used by this industry.
• Interacted with clients and law enforcement daily.
Education
Computer Science
Monroe College - Bronx, NY
1996 to 1998
Additional Information
• Expert with Microsoft Windows (98-Windows 11), Microsoft Office, Active
Directory and System administration.
• Bilingual, fluent in English and Spanish, can read and write.
• Excellent with people of all personality types and have the patience to train users of all levels.
• 15+ years of experience in Information Technology and customer service
Contact this candidate