Marvin Martin
@marvinmartin
Experienced Senior Supervisor in Call Center Operations and Customer Service.
What I'm looking for
I am a versatile and accomplished professional with over 10 years of experience in Healthcare Administration and Operations Management. My career has been defined by my ability to build productive relationships and drive teams towards excellence, ensuring that we meet and exceed business goals. I pride myself on my outstanding organizational and problem-solving skills, which have allowed me to mentor peers and colleagues effectively.
In my most recent role as a Senior Supervisor at Aetna CVS Health, I successfully managed a Medicare Advantage team of 35 FTEs, focusing on training and development to meet production and quality expectations. I have a solid track record of achieving set goals, including surpassing annual production objectives by 19%. My expertise in compliance and quality assurance has been instrumental in maintaining alignment with HIPAA guidelines and company policies, while my technical competencies in various software applications have enhanced operational efficiency.
Experience
Work history, roles, and key accomplishments
Senior Supervisor, Call Center Operations/Medicare/Medicaid
Aetna CVS Health
Jan 2019 - Mar 2025 (6 years 2 months)
Supervised a Medicare Advantage team of 35 FTEs and two team leads, ensuring alignment with HIPAA guidelines and company policies. Performed audits to identify trends affecting production and managed projects for several health plan clients regarding outreach initiatives.
Supervisor, Customer Service Medicare/Medicaid
Change Healthcare/Optum
Feb 2017 - Jan 2019 (1 year 11 months)
Supervised teams of up to 35 agents, ensuring alignment with HIPAA guidelines and company policies. Created and managed reports for tracking production and incoming mail, and handled escalated calls.
Education
Degrees, certifications, and relevant coursework
Nova Southeastern University
Bachelor of Arts, Healthcare Services Management
Completed a Bachelor of Arts degree with a focus on Healthcare Services Management. Gained comprehensive knowledge in healthcare administration and operations.
Villanova University
Certification, Lean Six Sigma Black Belt in Health Care
Obtained a Lean Six Sigma Black Belt in Health Care certification. Developed expertise in process improvement methodologies within the healthcare sector.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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