Gabriel Gonzalez

Led and supervised a team of 20 Member Support Representatives (Levels I–III), providing operational guidance, ensuring process adherence, and maintaining compliance with company policies and regulatory standards. Managed employee and member escalations, coordinated staffing and compliance training with Workforce Management, and communicated performance expectations through clear metrics, coaching, and feedback.

Performed identity verification for healthcare providers and members by validating NPI and DEA credentials for EPCS/eRx compliance, reviewing government-issued photo IDs, and authenticating secondary documentation to meet regulatory standards. Supported I-9 and account recovery processes by managing background checks through First Advantage, verifying USCIS and immigration documentation, and assisting users with secure account recovery and multifactor authentication solutions. Delivered advanced member support across tiered identity verification levels, providing technical troubleshooting and documentation guidance for financial and government services while ensuring strict security, privacy, and compliance requirements.

Customer-focused hospitality professional with experience managing guest flow, coordinating seating arrangements, and delivering a welcoming dining experience in a fast-paced restaurant environment.

Hospitality professional with experience managing guest seating, coordinating reservations, and providing attentive, welcoming service in a high-volume, family-style dining environment.