Fredricka Martin, Ms, Nbc-Hwc Email & Phone Number

Henderson, NV, US

Las Vegas Metropolitan Area

• Direct Surveillance Program in line with standards set by Centers for Disease Control and Prevention (CDC). Examine data and incorporate in CDC database per national standards using SAS to generate accurate findings..
• Achieved 15% increase in program compliance with CDC guidelines by implementing strategic partnerships with local and rural health departments. These partnerships include both a quarterly data quality meeting to.
• Rationalized process for daily and monthly lab reporting, ensuring timely and accurate transmission of crucial data resulting in funding opportunities for the department.
• Partnered with CDC epidemiologists and local database administrator to find and fix a state-wide issue in data transmission resulting in a 20% improvement to data accuracy and quality.

• Headed team of five while fostering culture of innovation within coaching process. Orchestrated recruitment efforts, from hiring, training, coaching, counseling, and evaluating the performance of direct reports..
• Analyzed member experience feedback and call quality scores toward individualized and targeted employee coaching resulting in all-time 4.98/5 customer-satisfaction score.
• Utilized Rippling ATS, HireVue and LinkedIn to successfully recruit 10 top-tier employees with a 6-month attrition rate of 10%.
• Developed 10+ departmental policies/procedures in line with industry best practices and regulatory requirements.

• Supervised team of 15 front-line employees in a high-volume call center to deliver top-tier customer service. Performed data analysis, trend identification, and targeted coaching to influence call-handling behaviors.
• Coached direct reports to 10-15% month-over-month (MOM) increases in refer to friend (RTF) metrics through analyzing customer satisfaction, call quality, and average handle time metrics and coaching to effective.
• Identified a training gap and implemented a streamlined process that reduced time off the phones and errors by 15-20% in call center employees who were recently returned to work from leave of absence (LOA).
• Facilitated the promotion of 5 direct reports through ongoing coaching and development including resume' prep assistance and behavioral interview preparation.
• Implemented targeted weekly feedback and recognition process resulting in my team’s achievement of the highest Overall Satisfaction Scores (OSAT) in all of Platinum Travel for three consecutive months.

• Conducted candidate screenings and interviews to identify top talent as well as facilitated hiring process by completing I-9 forms. Enforced departmental policies, processes, and procedures to streamline workflow..
• Mentored dynamic team of 15-20 individuals within fast-paced start-up environment to encourage culture of innovation and execute forward-thinking initiatives.
• Leveraged insights derived from call quality scores, member experience feedback, and member outcome scores to drive a performance surge of 20% and the promotion of 3 direct reports.
• Developed and implemented a member testimonial program resulting in enhancements to marketing and sales presentation materials and self-reported increases in employee morale of 15%.

Burlington, North Carolina, United States

• Reduced cardiovascular morbidity and mortality through exercise prescription as part of a multi-disciplinary team of professionals in an outpatient cardiac rehabilitation clinic. Ensured program compliance with.
• Identified and recruited top-tier kinesiology students as interns and candidates for future opportunities as the intern coordinator for my department.
• Coordinated special events such as lunch-and-learns and worksite wellness visits resulting in a marked increase in community engagement.
• Increased departmental revenue by 15% by acquiring two work-site wellness accounts.

Master Of Science - Ms, Kinesiology And Exercise Science

Bachelor Of Arts (Ba), Psychology