Lee Alejandro Gomez
KAISER PERMANENTE
Aurora,CO
11
years of professional experience
Customer Support Specialist with 9+ years of experience providing remote customer support, resolving complex operational issues, coordinating cross-functional teams, and managing high-volume service workloads. Proven ability to manage customer inquiries, document and resolve CRM cases, prioritize urgent requests, conduct customer follow-up, and communicate effectively with customers and internal stakeholders. Recognized for improving workflows, resolving escalated issues, and consistently delivering exceptional customer experiences while meeting service-level expectations.
Operations professional with strong track record in optimizing processes and enhancing efficiency. Known for effective communication, problem-solving, and adaptability in dynamic environments. Skilled in data analysis, workflow management, and fostering team collaboration to drive successful outcomes. Dependable and responsive to changing operational needs.
Work History
Operations Support Specialist
7 Years 6 Months- Managed 150–300 customer and operational cases daily while delivering remote customer support in a fast-paced service environment.
- Created, documented, prioritized, and resolved 100+ CRM cases weekly, ensuring accurate documentation and timely customer follow-up.
- Monitored operational work queues, prioritized urgent service requests, and coordinated timely responses to high-priority issues.
- Served as the primary escalation contact for complex operational issues, coordinating with providers, leadership, and internal departments to restore workflow efficiency.
- Designed and implemented a cross-functional workflow with physicians and leadership that standardized issue routing, improved communication, and reduced repeat operational issues.
- Investigated root causes, coordinated corrective actions, and communicated timely updates until issues were fully resolved.
- Conducted customer follow-up to confirm successful resolution and maintain high customer satisfaction.
- Worked independently while balancing changing priorities, managing multiple work queues, and consistently meeting service-level agreements and productivity expectations.
- Streamlined operational workflows to enhance efficiency and reduce processing time.
- Coordinated cross-departmental communication to ensure alignment on project objectives and deliverables.
- Developed training materials for new staff, improving onboarding experience and knowledge retention.
Patient Call Center Representative
5 Months- Handled 50+ inbound customer calls daily involving scheduling, account inquiries, benefits, and customer support.
- Resolved customer concerns through active listening, problem-solving, and first-contact resolution whenever possible.
- Tracked customer requests, documented interactions accurately, and conducted follow-up to ensure complete resolution.
- Coordinated with providers and internal departments to deliver timely customer solutions while maintaining high customer satisfaction.
Physical Therapy Technician / Medical Records Coordinator
3 Years- Supported daily operations by coordinating patient services, maintaining documentation, and communicating with patients, providers, insurance representatives, and internal staff.
- Managed multiple priorities while delivering responsive customer service in a high-volume environment.
- Responded promptly to service requests, maintained accurate documentation, and supported efficient operational workflows.
- Assisted physical therapists in implementing treatment plans for patients, ensuring adherence to protocols.
Education
No Degree - General Studies
Skills
Epic (Resolute
Prelude
MyChart
Tapestry)
CRM Systems
Microsoft Office
Windows
Operational Work Queues
Workflow Management
Case Documentation
Process Improvement
Remote Collaboration Tools
Operational efficiency
Scheduling management
Operations tracking
Workflow streamlining
Accomplishments
- - Managed 150–300 operational cases daily while maintaining quality, accuracy, and customer satisfaction.
- - Created, prioritized, and resolved 100+ CRM cases weekly with complete documentation and timely follow-up.
- - Designed and implemented cross-functional workflows with physicians and operational leadership that improved communication, standardized issue routing, and reduced repeat operational issues.
- - Improved operational efficiency through workflow optimization, root-cause analysis, and proactive issue resolution.
- - Delivered remote customer support through phone, email, CRM, and operational work queues while consistently meeting service-level expectations.
Languages
Bilingual (English/Spanish)
Timeline
Operations Support Specialist
KAISER PERMANENTE
01.2019 - CurrentRead More
Patient Call Center Representative
MCPN
08.2018 - 01.2019Read More
Physical Therapy Technician / Medical Records Coordinator
CONCENTRA
08.2015 - 08.2018Read More
Community College of Denver
No Degree from General Studies
Read More