Summary
Overview
Work History
Education
Skills
Timeline
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Bianca Binns

Bianca Binns

Ellenwood,GA

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations.

Talented leader with analytical approach to business planning and day-to-day problem-solving. Understanding of policies and procedures, Driving CSAT, HIPAA compliance, Technical support management, Administrative skills, Coaching and peer building

Overview

18
18
years of professional experience

Work History

Senior technical support Manager

KellyConnect
03.2018 - 05.2024
  • Managed over 30 advisors over Mac, iPhones, creative media apps and more
  • Led large and small meetings, decreased escalated cases by 96%, drove down customer wait times by 67%, aided other advisors, filed support cases, delivered metrics, increased attendance by 31%, coached advisors, and researched information at a high priority pace.
  • Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.

Medicare billing/claims Specialist

Anthem BCBS
08.2017 - 02.2019
  • Processed Medicare claims, resolved discrepancies, collaborated with teams to streamline billing, analyzed data for trends, provided support to patients and providers, maintained records, and improved claim accuracy.
  • Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
  • Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.

Medicare Specialist

Sitel Operating Cooperation
10.2014 - 08.2017
  • Managed Medicare plans, resolved 95% of member issues on first contact, analyzed claims data, collaborated on training programs, and offered guidance on Medicare regulations.
  • Analyzed departmental performance metrics, identifying areas for improvement and implementing targeted strategies to achieve results.
  • Managed high volume caseloads while maintaining strict adherence to deadlines and quality standards.

Order Processing Agent

Vesta
01.2012 - 12.2012
  • Handled inbound calls for ATT prepaid mobile phones, accepted payments, processed internet for smartphones, and ensured customer needs were met.
  • Solicited and marketed to business and community events and performed inbound/outbound calling.

Cashier

The Home Depot
09.2011 - 03.2012
  • Performed cashier duties, aided customers, solved problems, and ensured a fast checkout process.

Cashier

Target
11.2010 - 08.2011
  • Performed cashier duties, welcomed guests, ensured customer satisfaction, and assisted team members.

Receptionist

Texture Hair Salon 2
01.2007 - 05.2008
  • Performed administrative support activities, fielded calls, directed visitors, processed correspondence, and maintained effective communication.

Secretary/Receptionist

Washenaw Community College HQ
06.2006 - 01.2007
  • Maintained filing systems, operated office equipment, maintained confidentiality, attended training, and supported school regulations.

Education

Associate Of Business Administration - Business Administration And Management

Javelin Technical Business Institute
Morrow, GA
12.2019

Skills

Training and mentoring

Timeline

Senior technical support Manager

KellyConnect
03.2018 - 05.2024

Medicare billing/claims Specialist

Anthem BCBS
08.2017 - 02.2019

Medicare Specialist

Sitel Operating Cooperation
10.2014 - 08.2017

Order Processing Agent

Vesta
01.2012 - 12.2012

Cashier

The Home Depot
09.2011 - 03.2012

Cashier

Target
11.2010 - 08.2011

Receptionist

Texture Hair Salon 2
01.2007 - 05.2008

Secretary/Receptionist

Washenaw Community College HQ
06.2006 - 01.2007

Associate Of Business Administration - Business Administration And Management

Javelin Technical Business Institute

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