Veronica Gonzales

• · Customer Service : Responds to inquiries from claimants and employers regarding claims status, benefits, and policies.
• · Fact-Finding & Adjudication : Interviews claimants, employers, and third parties to resolve issues regarding eligibility, such as quits, fires, or refusals of work.
• · Decision Making : Issues formal, written, and legal determinations on claims.
• · : Interprets and applies complex federal and state UI laws and policies
• · Compute Knowledge Proficient in Beacon 2.0, AWS, Genesys, Salesforce Microsoft Office

• · Processed over 50+ weekly unemployment claims, ensuring compliance with state regulations".
• · "Resolved complex claimant inquiries regarding eligibility, payments, and policy changes".
• · "Utilized CRM systems and database management tools to track and update claim status".
• · "Maintained 98% accuracy in data entry and eligibility determination".
• · Unemployment Insurance (UI) Policy & Procedures, Claims Processing & Adjudication

• · Remote Monitoring: With many employees working remotely or stores having skeleton crews, analysts used cloud-based Video Management Systems (VMS) to monitor retail locations from off-site, reducing the need for on-site presence.
• · Health and Safety Compliance: Video analytics were used to monitor social distancing, detect mask compliance, and identify high-capacity areas to reduce the spread of COVID-19.
• · COVID-19 Contact Tracing: In workplaces, AI-driven CCTV was employed to identify interactions between employees, enabling safer return-to-work strategies.

• · Role 1 Customer Service Team Lead

Responsible for leading a team that delivers exceptional

• · Role 2 Customer Service Agent/Collection

Provides back-office support for Red Card account maintenance, payments, and legal document processing.

• · Role 3 Customer Service

provide remote or in-store support, resolving guest inquiries regarding orders, returns, and Target Circle Card accounts