Adriana Franco
Lake Oswego,OR
Summary
Bilingual professional with extensive experience in managing high-volume telephone inquiries, fostering informative interactions in both English and Spanish. Strong analytical skills enable effective data gathering and barrier identification, ensuring client eligibility for benefits while adhering to federal and state regulations. Proven ability to troubleshoot discrepancies with meticulous attention to detail, dedicated to delivering exceptional service in fast-paced environments. Aiming to utilize communication expertise to enhance client relations and optimize operational processes.
Overview
10
10
years of professional experience
Work History
Retirement Counselor 1
Public Employees Retirement System
Tigard, OR
02.2024 - Current
- Delivered accurate retirement plan information and services to PERS members and employers, conducted payroll audits to identify errors and discrepancies in employer reporting systems, and initiated corrective actions.
- Organized and motivated to meet daily, weekly, and monthly productivity goals, as well as the ability to prioritize time and resources accordingly.
- Managed employer communications regarding member account data reconciliation, provided counseling on program eligibility, membership rights, and reporting obligations, invoiced for contributions, and resolved overpayment issues.
Outreach Specialist (BES2) UI Analytics/EAUI
Oregon Employment Department
Salem , OR
10.2022 - 02.2024
- Skilled in customer service within a lively, fast-paced setting, consistently achieving top-notch results, even when encountering challenges or interruptions.
- Excellent communication skills that include being an active listener, having the ability to adapt communication style to the audience, and a willingness to negotiate or compromise with members.
- Cultivated and developed relationships with state agencies, community partners, and potential referrals to provide outreach services to underserved and under-resourced communities, and analyzed claims to determine eligibility for unemployment insurance benefits; ensured adherence to complex federal laws, CFRs, Oregon Revised Statutes, and administrative rules.
- Ability to prioritize, and use analytical and critical thinking. Willing to be creative and flexible with problem-solving.
Business & Employment Specialist (BES2)
Oregon Employment Department
Salem , OR
08.2020 - 09.2022
- Analyzed claims to determine eligibility for unemployment insurance benefits; applied relevant statutes, rules, and regulations; determined if further investigation and documentation were needed.
- Reviewed unemployment insurance claims for completeness and accuracy. Attention to detail, with time management skills, for processing large amounts of workloads.
- Troubleshot missing payments, missing information, confirmed employer details, and gathered necessary information.
Store Associate
Nike
Woodburn, OR
12.2018 - 09.2020
- Providing the best possible service and attention to a diverse group of consumers. Thrive in an environment of respect and diversity, and support actions and goals that ensure diversity, equity, and inclusion.
- Showcased enthusiasm and eagerness to grasp essentials of all store Athlete roles, including Service, Visual Presentation, and Stockroom.
- Executed floor moves and merchandising activities. Ensured sales areas were well-stocked, organized, and current.
- Collaborated with senior leadership to design and lead a community event, bringing underprivileged members of the Woodburn, OR, community into one of Nike’s top 10 grossing retail stores in North America, generating $10,000 in revenue in 2 hours.
Certified Group Fitness Instructor|
Franco Fitness
Woodburn, OR
11.2014 - 03.2020
- Encouraged sustainable health habits to promote wellness among participants.
- Developed fitness areas that fostered a welcoming atmosphere for diverse communities.
- Enhanced fitness and engagement by adapting sessions according to customer input.
- Promoted active participation in group fitness sessions and gym events to foster a motivational environment.
Education
Some College (No Degree) -
Portland State University
Portland, ORSkills
- Fluent in Spanish (written and spoken)
- Community Relations
- Cross-Cultural Communication
- Problem Solving and Troubleshooting
- Microsoft Office Suite (Word, Excel, Outlook)
- Analytical Reporting
- Time management and multitasking
- Audit and reconciliation
Timeline
Retirement Counselor 1
Public Employees Retirement System
02.2024 - Current
Outreach Specialist (BES2) UI Analytics/EAUI
Oregon Employment Department
10.2022 - 02.2024
Business & Employment Specialist (BES2)
Oregon Employment Department
08.2020 - 09.2022
Store Associate
Nike
12.2018 - 09.2020
Certified Group Fitness Instructor|
Franco Fitness
11.2014 - 03.2020
Some College (No Degree) -
Portland State University
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