CAROLINA GOMEZ
Tulare,CA
Summary
Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs.
Overview
19
19
years of professional experience
Work History
Bilingual Eligibility Supervisor
Kings County Human Services Agency
06.2023 - Current
- Keep up with any policy changes and regulations
- Complete Quality Assurance reviews to ensure that there are no over-issuances or over-payments, as well as ensure that state and federal regulations arre being followed
- Complete refresher trainings for ongoing staff, as well as create new trainings when new procedures were required
- Participate in workgroups dedicated to improving customer service, as well as participate in workgroups dedicated to Eligibility Programs
- Conduct monthly performance conferences with office staff to monitor progress and productivity and recommend promotional opportunities, corrective or disciplinary actions
- Train new team members on office procedures and daily duties.
- Supervise a unit of call center eligibility staff and de-escalate calls as needed.
Bilingual Eligibility Supervisor
Kings County Human Services Agency
03.2019 - 07.2022
- Kept up with any policy changes and regulations
- Completed Quality Assurance reviews to ensure that there are no over-issuances or over-payments, as well as ensured that state and federal regulations were being followed
- Completed refresher trainings for ongoing staff, as well as created new trainings when new procedures were required
- Participated in workgroups dedicated to improving customer service, as well as participated in workgroups dedicated to Eligibility Programs
- Conducted monthly performance conferences with office staff to monitor progress and productivity and recommend promotional opportunities, corrective or disciplinary actions
- Trained new team members on office procedures and daily duties.
Bilingual Eligibility Worker III
Kings County Human Services Agency
12.2016 - 03.2019
- Processed benefits applications, including documents for CalFresh, Medi-Cal, CalWORKs, General Assistance, Minor Consent, and other specialized programs
- Contacted customers, whether by face-to-face, by phone, or by mail
- Trained new Eligibility Staff during their Induction training
- Completed refresher trainings for ongoing staff, as well as created new trainings when new procedures are required
- Maintained up to date with any policy changes and regulations
- Completed Quality Assurance reviews to ensure that there are no over-issuances or over-payments
- Participated in workgroups dedicated to improving customer service, as well as participated in workgroups dedicated to Eligibility Programs.
Bilingual Eligibility Worker II
Kings County Human Services Agency
11.2015 - 11.2016
- Called applicants to set up appointments and explain benefits processes
- Reviewed criteria for different aid programs, such as CalFresh, CalWORKs and Medi-Cal, to determine eligibility for various applicants
- Explained regulations and eligibility requirements and the Rights and Responsibilities for participation to those programs.
Bilingual Eligibility Worker I
Kings County Human Services Agency
11.2014 - 11.2015
- Called applicants to set up appointments and explain benefits processes
- Reviewed criteria for different aid programs, such as CalFresh, CalWORKs and Medi-Cal, to determine eligibility for various applicants
- Explained regulations and eligibility requirements and the Rights and Responsibilities for participation to those programs.
Guest Service Lead
Tachi Palace Hotel & Casino
12.2013 - 11.2014
- Provided exemplary customer service to all guests of the casino
- Input guest information into the system
- Informed guests of the different services that the casino offers
- Input Tachi Cash into guest's accounts and made sure that associates filled out the necessary paperwork
- Helped with the Casino's promotions such as hot seats, drawings, and slot tournaments and their payout processes.
Guest Service Supervisor
Tachi Palace Hotel and Casino
06.2012 - 06.2013
- Provided exemplary customer service to all guests of the casino
- Input guest information into the system
- Input Tachi Cash into guest's accounts and made sure that associates filled out the necessary paperwork
- Reviewed paperwork (i.e., void forms, redemptions, 1099s) to make sure there were no mistakes before being handed out
- Helped with the Casino's promotions such as hot seats, drawings, and slot tournaments and their payout processes
- Completed staff evaluations, memos, etc.
Guest Service Lead
Tachi Palace Hotel & Casino
03.2010 - 05.2012
- Provided exemplary customer service to all guests of the casino
- Input guest information into the system
- Informed guests of the different services that the casino offers
- Input Tachi Cash into guest's accounts and made sure that associates filled out the necessary paperwork
- Helped with the Casino's promotions such as hot seats, drawings, and slot tournaments and their payout processes.
Guest Service Representative
Tachi Palace Hotel & Casino
12.2009 - 02.2010
- Provided exemplary customer service to all guests of the casino
- Input guest information into the system
- Informed guests of the different services that the casino offers.
Retail Consultant
FedEx Office
04.2008 - 06.2009
- Informed guests about the products and services the company offered
- Helped guests use the machinery in the store and made sure to keep the machines stocked and running always
- Placed orders in the system and aided in reviewing the order was right and had no errors
- Completed clerical work such as answering phones, sent faxes, and kept files organized.
Retail Consultant
Target
05.2007 - 05.2007
- Helped organize and stock merchandise
- Worked as a cashier whenever they needed assistance.
School Tutor
Tulare Joint Union High School District
09.2005 - 02.2006
- Helped students improve with homework, helped them study, and held tutorials for them to attend.
Education
AA in Liberal Arts- Social & Behavioral Science -
College of The Sequoias
Visalia, CABA in Liberal Studies -
California State University- Fresno
Fresno, CASkills
- Over 7 years of experience performing lead and supervisor duties
- Strive for accuracy and efficiency when completing tasks
- Can work great individually or collaboratively
- Can type over 75 WPM
- Have training experience
- Bilingual: can speak, write, and read in Spanish
- Report-writing: have the ability to create numerical reports, track data, and create typed reports of findings
- Actively listen and take note of actions needing to be taken
- Policy Interpretation
- Documentation and paperwork
- Verbal Communication
- Have experience with Microsoft and Google products, as well as Canva and Powtoons
Timeline
Bilingual Eligibility Supervisor
Kings County Human Services Agency
06.2023 - Current
Bilingual Eligibility Supervisor
Kings County Human Services Agency
03.2019 - 07.2022
Bilingual Eligibility Worker III
Kings County Human Services Agency
12.2016 - 03.2019
Bilingual Eligibility Worker II
Kings County Human Services Agency
11.2015 - 11.2016
Bilingual Eligibility Worker I
Kings County Human Services Agency
11.2014 - 11.2015
Guest Service Lead
Tachi Palace Hotel & Casino
12.2013 - 11.2014
Guest Service Supervisor
Tachi Palace Hotel and Casino
06.2012 - 06.2013
Guest Service Lead
Tachi Palace Hotel & Casino
03.2010 - 05.2012
Guest Service Representative
Tachi Palace Hotel & Casino
12.2009 - 02.2010
Retail Consultant
FedEx Office
04.2008 - 06.2009
Retail Consultant
Target
05.2007 - 05.2007
School Tutor
Tulare Joint Union High School District
09.2005 - 02.2006
AA in Liberal Arts- Social & Behavioral Science -
College of The Sequoias
BA in Liberal Studies -
California State University- Fresno
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