GLORIMAR GONZALEZ
Caguas,USA
Summary
Results-driven Customer Quality Supervisor with a proven record of leading teams to exceed performance standards and elevate operational excellence. Adept at identifying process improvements, implementing quality initiatives, and fostering a culture of accountability and continuous growth. Recognized for strategic problem-solving, data-driven decision-making, and the ability to inspire and empower teams to achieve measurable results. Actively seeking opportunities to leverage leadership, quality expertise, and cross-functional collaboration to drive organizational impact and career.
Overview
10
10
years of professional experience
Work History
Customer Service Quality Supervisor
Optum
San Juan, PR
06.2022 - Current
- Internal Quality meetings: Meet with Quality Domestic Manager weekly or bi-weekly. (Onshore)
- Meet bi-weekly with Associate Director to discuss any issues.
- Meet weekly/bi-weekly with Quality Manager (OPRO)
- Meetings with Operations and support teams: Attend and provide support to Quality Domestic Manager: Quality Councils, Operational meetings, Cross-Functional Collaboration (Ops, KM, Training)
- Team Management/Accountability: Manage all team personnel issues. Hold team accountable to team production goals, researching IEX, Nexidia, etc.
- Manage OPRO ATA’s & Rebuttals (help from domestic team if needed)
- Reporting: Review reporting weekly related to Production, Rebuttals and ATAs (if applicable). Working with the Quality Domestic Manager to increase production and accuracy for the entire AARP Quality team.
Customer Service Representative
AARP
09.2020 - 06.2022
- Provide phone and chat support to address the needs of members or providers, taking care to thoroughly understand the type of assistance required.
- Ask questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
- Research complex issues across multiple databases and work with support resources to resolve member or provider issues and/or partner with others to resolve escalated issues.
- Assist customers in navigating UnitedHealth Group websites while encouraging and reassuring them to become self-sufficient in using our tools.
Call Center Representative
Incela HR
Guaynabo, PR
08.2018 - 09.2020
- Providing customer service to members and providers concerning medical claims, benefits and eligibility for plans under the Affordable Care Act through Hawaii Mainland Administrators.
- Offering member support for benefits, claim advocacy, billing, and cancellations under ABC Agency Group.
- Providing benefits assistance for members belonging to Gotham, NY.
- Executing enrollment tasks for employer plans under Affordable Care Act through use of PlanSource and Benefit Solver platforms.
English Professor
Academia Santo Tomás de Aquino Superior
Bayamón, PR
10.2016 - 05.2018
- Educating young individuals and instilling principles based on Catholic faith.
- Teaching English Grades 9-11 (9-10th Language Arts/11th American Literature)
English Professor/Science Professor
National Talent Academy
Bayamón, PR
10.2015 - 10.2016
- Educating young individuals through Alternative Education.
- Teaching English Grades 8-12
- Teaching Biological Sciences, Physical Sciences, Terrestrial Sciences (Grades 7-9).
- Teaching Biology, Chemistry and Environmental Science (10-12).
Education
Teaching Certificate - Middle School English
University of PR
Bayamón, PRMaster’s Degree - Management and Leadership, Human Resources
Metropolitan Univ. of PR
Bayamón, PRBachelor’s Degree - General Science
University of P.R.
Río Piedras, PRSkills
- Auditing Techniques
- Calibration Management
- Defect Identification
- Quality Assurance
- Excellent Problem Solving Capability
- Staff Training
- Hiring Management
- Standard Operating Procedures
- Process Improvement
- Corrective Action Planning
- Process Analysis
- Data Collection
- Root Cause Analysis
- Documentation Control
- Leadership Strategy
- Maintenance of Team Collaboration
- Performance Monitoring
- Data Interpretation
- Team Collaboration
- Regulatory Compliance
- Critical Thinking
- Employee Supervision
- Strong Work Ethic
- Working Under Pressure
- Attention to Detail
- Process Documentation
References
Upon request
Languages
Spanish
First Language
English
Proficient
C2
Timeline
Customer Service Quality Supervisor
Optum
06.2022 - Current
Customer Service Representative
AARP
09.2020 - 06.2022
Call Center Representative
Incela HR
08.2018 - 09.2020
English Professor
Academia Santo Tomás de Aquino Superior
10.2016 - 05.2018
English Professor/Science Professor
National Talent Academy
10.2015 - 10.2016
Teaching Certificate - Middle School English
University of PR
Master’s Degree - Management and Leadership, Human Resources
Metropolitan Univ. of PR
Bachelor’s Degree - General Science
University of P.R.