Adriana Franco
Lake Oswego,OR
Summary
Bilingual professional with extensive experience in public service and client counseling. Skilled in communicating complex policies and conducting audits while supporting diverse populations through culturally competent outreach. Strong time management and cross-functional collaboration abilities, ensuring compliance with state and federal regulations. Proficient in managing sensitive data and solving problems efficiently in high-volume environments, fluent in Spanish and Microsoft Office Suite.
Overview
6
6
years of professional experience
Work History
Retirement Counselor 1
Public Employees Retirement System
Tigard, OR
02.2024 - Current
- As part of the Operations Division, I 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.
- Processed member account adjustments in the PERS system, ensuring compliance with agency policies, OAR, ORS, and federal law.
- Managed employer communications regarding member account data reconciliation, provided counseling on program eligibility, membership rights, and reporting obligations. Reconcile payments against appropriate subledgers.
Outreach Specialist (BES2) UI Analytics/EAUI
Oregon Employment Department
Salem , OR
10.2022 - 02.2024
- Assisted customers in applying for unemployment benefits, in person and over the phone. My role involved helping them complete their applications, answering their questions, researching and resolving inquiries, and providing support with form completion.
- Offered referrals for services beyond unemployment benefits, and guided customers to the appropriate locations by providing clear verbal directions. I demonstrated compassion and empathy toward all customers while delivering professional assistance.
- Demonstrated compassion and empathy toward all customers, delivering professional assistance. My responsibilities included updating and maintaining accounts, adjusting benefits, and processing applications.
- Cultivated relationships with state agencies, community partners, and potential referral sources to offer services to underserved, under-resourced communities. I analyzed claims to determine eligibility for unemployment insurance benefits, while ensuring compliance with complex federal laws, the Code of Federal Regulations (CFR), the Oregon Revised Statutes, and Administrative Rules.
- Worked independently and used good judgment when communicating important needs and situations to my supervisors.
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. Fostered and supported actions and goals, ensuring 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.
Education
Some College (No Degree) - Business Administration And Management
Portland Community College
Portland, ORSkills
- Fluent in Spanish
- Community engagement
- Cross-cultural communication
- Problem solving
- Microsoft Office Suite
- Analytical reporting
- Time management
- 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
Some College (No Degree) - Business Administration And Management
Portland Community College
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