Bianca Dockery
Fort Lauderdale,Florida
Summary
Dynamic customer-focused professional with extensive experience in high-volume call center and healthcare support environments. Proven expertise in handling inbound calls, resolving complex issues, and efficiently navigating multiple systems while consistently achieving strong performance metrics. Committed to delivering exceptional customer satisfaction through effective communication and problem-solving skills. Adept at adapting to fast-paced settings, ensuring a seamless experience for clients and stakeholders.
Overview
12
12
years of professional experience
Work History
Registration Coordinator Supervisor (Remote)
Public Partnerships LLC
New York
12.2023 - Current
- Oversee team of 40 agents managing approximately 70 cases daily in a high-volume environment to help meet call center metrics and goals
- Handle 20-30 inbound calls daily while supporting escalations
- Conduct audits, provide coaching, and resolve complex multi-system issues Set team priorities to meet performance goals
- Manage weekly payroll for staff,Handle escalations and resolve operational, scheduling, and team conflicts.
- Conduct team development, production meetings Biweekly with performance review emails sent.
- Provide coaching/feedback and Mentor staff and oversee daily team operations and productivity
Esthetician
BHealthy Beauty
Bayonne NJ
10.2020 - 05.2023
- Delivered personalized Facial services and client support
- Performed a variety of esthetic procedures, including facials, chemical peels, and microdermabrasion.
- Provided exceptional customer service, addressing client concerns promptly and professionally to ensure satisfaction.
Logistics Coordinator
World Courier (AmerisourceBergen)
New Hyde Park NY
09.2017 - 09.2019
- Managed 50-80 inbound calls daily in a call center environment
- Coordinated transport of life-saving medications
- Tracked shipments and resolved urgent escalations
Benefits Counselor
Floating Hospital
Queens, NY
07.2014 - 09.2016
- Greeted clients and patients with professionalism and courtesy during phone interactions and in-person visits.
- Scheduled medical and dental appointments efficiently to optimize patient flow. Collected and maintained comprehensive new patient data, including transportation service details and insurance information for billing purposes.
- Registered patients and ensured all personal information remained current and accurate in the system.
- Assisted with sliding fee scale processing using eClinicalWorks.
Education
Associate of Science - Science Education
LaGuardia Community College
New York, NY08-2013
Skills
- Call Center Support
- Leadership
- Problem solving
- Customer Service
- Conflict Resolution
- First Call Resolution
- Multi-System Navigation
- CRM
- Documentation
- Healthcare Support
- Case Management
- Active Listening
Timeline
Registration Coordinator Supervisor (Remote)
Public Partnerships LLC
12.2023 - Current
Esthetician
BHealthy Beauty
10.2020 - 05.2023
Logistics Coordinator
World Courier (AmerisourceBergen)
09.2017 - 09.2019
Benefits Counselor
Floating Hospital
07.2014 - 09.2016
Associate of Science - Science Education
LaGuardia Community College