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
Home
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
Atlanta, GA
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
Stone Mountain, GA
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
Alpharetta, GA
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
Sandy Springs, GA
09.2011 - 03.2012
- Performed cashier duties, aided customers, solved problems, and ensured a fast checkout process.
Cashier
Target
Tucker, GA
11.2010 - 08.2011
- Performed cashier duties, welcomed guests, ensured customer satisfaction, and assisted team members.
Receptionist
Texture Hair Salon 2
Belleville, MI
01.2007 - 05.2008
- Performed administrative support activities, fielded calls, directed visitors, processed correspondence, and maintained effective communication.
Secretary/Receptionist
Washenaw Community College HQ
Ypsilanti, MI
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, GA12.2019
Skills
Training and mentoring
Customer de-escalation
Operations management
Managing service level agreements
Quality control guidelines
Team Building
Technical troubleshooting
Attention to Detail
Clerical Support
Multitasking Abilities
Decision-Making
IOS, macOS, and iPadOS software Proficiency,
MS Office
Dependable and Responsible
Planning and Coordination
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