adriana gomez

Supervise a high-volume customer service team handling participant inquiries and escalations, ensuring operational goals are met by monitoring performance metrics such as answer rate, attendance, and average handle time. Coach and mentor staff, resolve escalated participant complaints, and produce daily reporting while interviewing external candidates.

Conducted training for new hires on PBGC policies, procedures, and systems, creating training materials including PowerPoints, scripts, and job aids. Monitored calls to improve quality, coached customer service staff, and supported supervisors with special projects.

Responded to participant inquiries and resolved issues professionally and timely, maintaining accurate participant records and documenting customer interactions. Assisted with onboarding and shadowing of new hires while consistently maintaining NRG scores above 90%.

Coordinated physician appointment schedules, follow-ups, and procedures, verifying insurance information and maintaining accurate patient records. Handled patient scheduling and registration by phone and in person.

Handled participant benefit inquiries, reviewed applications for processing, and ensured compliance with federal regulations related to participant benefits. Trained and mentored new call center representatives to support call quality and knowledge sharing.

Verified patient benefits, authorizations, and insurance eligibility while monitoring employee performance and recommending workflow improvements. Served as a liaison between providers and insurance companies to resolve billing issues.

Managed payroll, billing, and administrative operations, handling customer service issues and supporting new hire onboarding. Prepared monthly financial statements and maintained student accounts.

Earned an Associate of Arts in Health Service Administration in 2020.

Earned a High School Diploma in 2011.