Hi, I’m
Bianca Clark
East Pittsburgh,PA
Attachment is the great fabricator of illusions; reality can be attained only by someone who is detached.
Simone Weil
Summary
Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs.
Overview
16
years of professional experience
Work History
Aetna / CVS Caremark
EDI Eligibility Consultant
05.2021 - Current
Job overview
- Updating/Verifying Eligibility
- Assisting with ID Cards
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Devised and implemented strategies to streamline eligibility verification processes.
- Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
- Established databases to track, analyze and automate eligibility application processes.
- Trained staff on current eligibility requirements and policies.
- Engaged wider departments in accurate, timely paperwork completion.
- Assisted clients with completion of applications and paperwork.
CVS Health
Customer Success Manager/Client Support Specialist
05.2019 - 05.2021
Job overview
- Assist with client questions, concerns and requests.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in troubleshooting product issues and provided timely technical support.
CVS Health
Customer Service Representative
10.2017 - 05.2019
Job overview
- Answered calls and Emails -Trained other representatives -Took Mail Orders -Handled complicated issues
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
Vector Marketing Company
Receptionist
04.2017 - 04.2017
Job overview
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Maintained confidentiality of information regarding clients and company.
- Assisted with onboarding new clients and securing paperwork completion.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
Easter Seals
Teacher's Aide
07.2015 - 07.2015
Job overview
- Assisting the teacher with daily activities, taking children to the bathroom and help feeding them, cleaning toys and food utensils at the end of each day
- Assisted teachers with supervision and care of group of 12 children.
- Maintained safety and security by overseeing students in recess environments.
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Supported student physical, mental, and social development using classroom games and activities.
- Supported student learning objectives through personalized and small group assistance.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Supported classroom maintenance and upkeep, organizing books and materials.
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
All Kids Are Special
Teacher's Aide
12.2014 - 06.2015
Job overview
- Assisting the teacher in activities
- Help with cleaning up
- Keeping track on the times for diaper changes,how much the children eat and what time they fall asleep during nap time.
Aid, Bridges, Sustainable Communities
Teacher
09.2014 - 01.2015
Job overview
- A-K Valley, Assisting the teacher in activities and helping children with their homework
Dunkin' Donuts
Cashier
12.2008 - 07.2013
Job overview
- Took orders
- Customer service
- Prepare/cook food
- Clean
- Train new employees
- Promote new Products
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Processed both cash and card purchases and returns.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Upsold additional products and services to customers, increasing revenue.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
Shop n Save
Cashier
06.2007 - 05.2008
Job overview
- Took orders
- Stock items
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Tallied cash drawer at beginning and end of each work shift.
Dunkin' Donuts
Shift Manager
1 1
Job overview
- Greet Guests
- Hand out Applications
- Set Appointments
Education
Colorado Technical UniversityOnline
Associate's degree from Health Administration
12.2023
Trinity Christian SchoolPittsburgh, PA
High school diploma from General Studies
05.2008
Skills
- Leadership Experience
- Excel
- Microsoft Word
- Customer Service
- Customer Care
- Call Center
- CSR
- Customer Support
- Account Management
- Case Management
- Salesforce
- Shift Management
- Research
- Moxie (2 years)
- Microsoft Office (10 years)
- Client Services (3 years)
- Benefits Administration (3 years)
- Analysis Skills (10 years)
- Microsoft Excel
- English
- Data collection
- EDI
- Windows
- Filing (5 years)
- Personal assistant experience
- Project management
- Social media management
- Workforce management
- Management
- Google Suite
- Live chat
- Avaya
- Microsoft Access
- Google Docs
- Conflict management
- Quality assurance
- Employee orientation
- Time management
- Leadership
- Microsoft Outlook
- Care plans
- Documentation review
- Medical office experience
- Clerical experience
- Administrative experience
- IOS
- Analytics
- Product management
- Software troubleshooting
- Enrollment Procedures
- Staff Meetings
- Data Entry
- Phone Inquiries
- Timely Processing
- Demographics Information
- Constructive Feedback
- Project Requirements
- History Verification
- Eligibility Requirements
- Telephone Etiquette
- Problem Resolution
- Benefits Education
- Operational Requirements
- Application Procedures
Additional Information
- Authorized to work in the US for any employerAuthorized to work in the US for any employer
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
EDI Eligibility Consultant
Aetna / CVS Caremark
05.2021 - Current
Customer Success Manager/Client Support Specialist
CVS Health
05.2019 - 05.2021
Customer Service Representative
CVS Health
10.2017 - 05.2019
Receptionist
Vector Marketing Company
04.2017 - 04.2017
Teacher's Aide
Easter Seals
07.2015 - 07.2015
Teacher's Aide
All Kids Are Special
12.2014 - 06.2015
Teacher
Aid, Bridges, Sustainable Communities
09.2014 - 01.2015
Cashier
Dunkin' Donuts
12.2008 - 07.2013
Cashier
Shop n Save
06.2007 - 05.2008
Shift Manager
Dunkin' Donuts
1 1
Colorado Technical University
Associate's degree from Health Administration
Trinity Christian School
High school diploma from General Studies
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