Francisco Alberto Gomez
Lowell
Summary
Dynamic leader with extensive cross-industry expertise in banking, healthcare, and cannabis retail, offering over 8 years of supervisory experience. Proven track record in coaching teams, managing performance, and ensuring compliance within highly regulated environments. Currently serving as a Quality Assurance Specialist at Mass General Brigham, overseeing a team of over 100 schedulers across multiple high-volume departments. Excels as a Personal Care Specialist at RISE Dispensary through product knowledge and customer engagement. Recognized for exceptional team development, operational excellence, and effective communication skills; bilingual in English and Spanish.
Overview
17
17
years of professional experience
Work History
Personal Care Specialist
RISE Dispensary
2025.09 - Current
- Provide personalized product guidance and education to customers, ensuring safe and informed cannabis use
- Deliver exceptional customer service and build long-term client relationships
- Maintain compliance with state cannabis regulations, inventory tracking, and POS procedures
- Mentor new team members on product knowledge, customer engagement, and compliance standards
Quality Assurance Specialist
Mass General Brigham
2022.06 - Current
- Monitor calls for accuracy, professionalism, and compliance with healthcare regulations
- Coach and provide performance feedback to 100+ schedulers across five high-volume departments
- Collaborate with leadership to improve protocols and elevate service quality and operational consistency
Sports Medicine Scheduling Specialist
Mass General Brigham
2021.11 - 2022.06
- Scheduled appointments and procedures accurately while addressing patient concerns
- Maintained detailed documentation and adhered to compliance policies
- Communicated effectively to ensure patient understanding and satisfaction
Patient Service Coordinator
New Health Charlestown / MGH
2020.03 - 2021.11
- Coordinated daily medical operations across multiple specialties
- Handled patient registration, insurance verification, and intake with accuracy and empathy
- Built rapport with patients and providers, supporting a welcoming environment
Sales and Service Consultant / Branch Supervisor
East Boston Savings Bank
2012.02 - 2020.02
- Oversaw daily branch operations and led teller staff, coaching and developing employees for performance excellence
- Managed high-volume transactions while advising customers on appropriate banking products
- Ensured compliance with federal banking regulations including BSA, OFAC, and SAR requirements
- Maintained cash controls, balanced teller drawers, supported audit readiness, and mitigated operational risk
- Delivered relationship-focused customer service in a fast-paced, regulated environment
Loss Prevention Associate
Best Buy
2009.01 - 2011.12
- Protected company assets and enforced safety standards
- Monitored CCTV, conducted audits, and collaborated with management on loss prevention efforts
- Trained new staff on store policy, safety, and customer interaction protocols
Education
High School Diploma - Business Management
Bunker Hill Community College
Charlestown, MAHigh School Diploma - Business Management
Regis College
Weston, MA2010-01
Skills
- Customer Experience Leadership & Engagement – Service excellence, relationship-building, conflict resolution
- Team Development & Performance Management – Coaching, feedback, onboarding, accountability
- Inventory & Operational Oversight – POS systems, inventory control, workflow, safety protocols
- Regulatory & Compliance Management – HIPAA, banking regulations, cannabis compliance
- Retail Operations & Process Improvement – Attention to detail, workflow efficiency, quality assurance
- Bilingual Communication – English/Spanish
- Cannabis Industry Knowledge & Product Education – Product guidance, responsible use education
Timeline
Personal Care Specialist
RISE Dispensary
2025.09 - Current
Quality Assurance Specialist
Mass General Brigham
2022.06 - Current
Sports Medicine Scheduling Specialist
Mass General Brigham
2021.11 - 2022.06
Patient Service Coordinator
New Health Charlestown / MGH
2020.03 - 2021.11
Sales and Service Consultant / Branch Supervisor
East Boston Savings Bank
2012.02 - 2020.02
Loss Prevention Associate
Best Buy
2009.01 - 2011.12
High School Diploma - Business Management
Bunker Hill Community College
High School Diploma - Business Management
Regis College