Summary
Overview
Work History
Education
Skills
Timeline
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Bianca Rivera

Canajoharie,NY

Summary

An accomplished Customer Service professional with 10 plus years of experience in Customer Service Successfully earned an average of 100% or more in team satisfaction after leading a team of 33 trainees in a completely remote-work environment. Responsible for training new employees to ensure the continued quality of customer service. Trained and motivated agents during the shadowing process before production Identified trends with the contact center Revealed the proficiency or deficiency of agent skills, areas, and processes Data Entry Reviewed and updated client correspondence files and scheduling database. Managed, updated, and maintained the company database to reflect current and accurate client records for more than 500 accounts. Monitored and assessed issues that arose with clients, ensuring immediate resolution which promoted stronger relationships and resulted in more lucrative projects. Successfully recruited about 150 candidates into great companies in North Carolina Enhanced the transparency of all actions taken within the contact center Enhanced leadership skills with strong attention to detail, with strong communication in a fast-paced environment

Overview

9
9
years of professional experience

Work History

Case Administrative Specialist-Remote

Ipiq Law Firm/Akkodis
04.2023 - Current
  • Created and updated records and files to maintain document compliance.
  • Clear any defects before sending requests for medical records retrieval by confirming personal information as well as consent (HIPAA) from claimants to request sensitive records for review
  • Handle highly sensitive information while following HIPAA standards. (Medical records, SSN, private information on medical history)
  • Handled conflict professionally and productively, and came to mutual agreement/understanding.
  • Patient, empathetic, understanding, and active listener.
  • Worked on several litigations at one time, having to juggle them in a week until projects were completed
  • Forward-thinking - anticipating next step in processes or customer needs and planning ahead to meet those processes and needs.
  • Delivered top-notch administrative support to office staff, promoting excellence in office operations.
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Resolved customer concerns efficiently to promote satisfaction and loyalty.
  • Conducted research to assist with routine tasks and special projects.
  • Attend meetings and training per schedule and utilize new information as necessary for new processes.
  • Made outbound calls averaging about 40-50 calls daily

UI Claims Call Center Representative

V-Dart, Inc, Accenture
02.2021 - 08.2021
  • Provided excellent customer service by establishing rapport with clients and state agencies either by phone, email, or online chat
  • Investigated improper benefit payment and PUA applications; referred claimants to anti-fraud and identity theft resources
  • Extensively use automated systems to review, enter, update, and report unemployment claim information
  • Analyze individual case information by reviewing data accessed through mainframe system, investigative telephone calls, or document images, to determine if facts warrant a response
  • Verified citizen's status, lawful alien registration, and document issues related to barriers to employment
  • Used details regarding employee’s separation provided by client, interpreted and applied state laws and regulations in response to unemployment documents
  • Deescalated situations involving dissatisfied callers offering patient assistance
  • Create and compose documents in Microsoft Word
  • Exceeded goals in coaching sessions with about 110% scores
  • Ability to read and interpret documents related to unemployment claims
  • Knowledge of applicable agency laws, rules, regulations, policies, procedures, terminology, core operations, and eligibility requirements for PUA unemployment benefit programs.

Team Lead/Trainer

MD, Dart, Inc, Accenture
08.2021 - 03.2021
  • Trained agents to ensure prompt and correct payment of claimant benefits; compliance with laws, rules, regulations, and policies; and delivery of timely and effective services to clients
  • Assisted supervisor by gathering, monitoring, reviewing, and evaluating claims center operational metrics and data to identify trends, issues, and training needs, and to recommend program efficiency and effectiveness that support continuous improvements to the delivery of services
  • Assisted agents by performing research and investigative activities to resolve conflicts and problems involving claimants and employers
  • Researched and identified possible benefit overpayments, assessed causes, and determined potential for misrepresentation to make referrals and/or to identify scope of non-fraudulent overpayments
  • Provided recommendations to agents to solve operational and programmatic problems linked to workflow which improves program effectiveness and efficiency
  • Explained, and provided guidance to agents on changes to applicable laws, rules, and programs to ensure determinations and decisions are consistent with federal, state, and agency requirements
  • Ability to coordinate, implement, and supervise claim center functions, operations, and staff
  • Successfully earned an average of 100% or more in team satisfaction after leading a team of trainees in a completely remote work environment
  • Responsible for continued training agents to ensure continued quality of customer service
  • Proficient in using and training others to use virtual cloud computer system with multitude of applications (Beacon, Mainframe, AWS, VDI-Virtual Desktop Infrastructure, and Teams)

Administrative Assistant

Staticworx, Inc
10.2018 - 01.2020
  • Provided exceptional customer service to clients and vendors
  • Directed calls to the proper department
  • Maintained inventory of all samples and replenished as needed
  • Aided sales team with adding new customer contact information and documents into the data management system
  • Kept records of all vendor and clients’ W-9s and resale/tax-exempt certs
  • Updated NetSuite data quarterly and annually
  • Maintained up-to-date status on vendor and customer data projects
  • Assisted sales team with managing equipment loans, upkeep, and rental fulfillment
  • Kept inventory records and placed orders for samples and other office supplies
  • Experienced in NetSuite system, data management system, shipping and receiving, Microsoft Suite
  • AP/AR Support
  • Scanned and entered vendor invoices for non-PO purchasing into NetSuite
  • Supported controller with uploads of PO-related invoices, scanned checks for document retention
  • Documentation scanning of all sales orders and leads
  • Logistics Support
  • Fulfilled and completed sample orders by packing and shipping in a timely manner
  • Provided tracking information to clients and vendors
  • Tracked and followed up on all freight claims

Mental Health Specialist

Vermont Psychiatric Care Hospital
04.2018 - 09.2018
  • Supervised patients with their daily living needs
  • Documented patient progress notes clearly and concisely
  • Observed patients and monitored their physical and behavioral conditions
  • Participated in activities to enhance positive peer interactions, develop problems solving skills, discuss program events, and motivate patients to take responsibility for their choices
  • Assisted in developing and implementing activities and other special projects designed to increase skills in independent and community living as well as socialization/leisure time
  • Provided meals to patients
  • Maintained confidentiality of records relating to clients' treatment
  • Ensured compliance with HIPAA /OSHA regulations for patient safety and confidentiality.

Administrative Assistant

02.2018 - 04.2018
  • Assess the candidate's needs and explain services, processes, procedures, and guidelines
  • Handled requests/transactions or directed them to proper sources
  • Processed forms or applications to ensure accuracy and completeness in the management system
  • Created organizational system to be efficient and responsive
  • Create documents in Word or use predefined templates and form letters
  • Created PowerPoint presentations for candidates
  • Scheduled, participated, and took notes in meetings within office personal
  • Recruiter
  • Establish recruiting requirements by studying organization plans and objectives and meeting with managers to discuss needs
  • Served as liaison between employers and candidates during the hiring process
  • Followed up with Employers and employees through duration of agreed contract for employment
  • Determine applicant requirements by studying job description and job qualifications
  • Attract applicants by placing job advertisements, contacting recruiters, and using newsgroups and job sites
  • Determine applicant qualifications by interviewing applicants, analyzing responses, verifying references, and comparing qualifications to job requirements
  • Evaluate applicants by discussing job requirements and applicant qualifications with managers and interviewing applicants on a consistent set of qualifications
  • Experienced in recruiting and interviewing skills
  • Professionalism, organization, and project management skills experience

Recruiter

The Staffing Alliance
11.2017 - 02.2018
  • Established positive working relationships with Hiring managers
  • Ensure all screening, hiring, and selection are done in accordance with employment laws and regulations
  • Screen candidates by reviewing resumes and job applications, and performing phone screenings
  • Source applicants through various methods including advertising, recruiters, job sites, career fairs, online platforms
  • Schedule and coordinate interviews cooperatively with hiring managers
  • Extend offers of employment within company procedures
  • Facilitate pre-employment testing and assisted with completing background investigations
  • Manage all communication with candidates and provided regular updates and feedback to managers
  • Experienced in managing applicant tracking systems, candidate sourcing solutions staffing systems, and tools
  • Knowledge of interviewing methods and techniques.

Caregiver Companion

North Carolina Medicaid
03.2017 - 08.2017
  • Dedicated and experienced caregiver working with disabled patients
  • Monitored patient's physical and mental condition
  • Provided personal services, such as bathing, dressing, and grooming
  • Provided transportation to and from medical appointments
  • Perform light housekeeping and meal preparation
  • Administer medications per Dr's directives
  • Entertained patient, read aloud, playing cards and other games with the patient
  • Keep a daily log of concerns and activities as well as phone calls or any issues that may need to be addressed

Caregiver Companion

The Residence at Shelburne Bay
09.2016 - 11.2016
  • Assisted the residents with their daily tasks such as helping residents from their beds, grooming activities
  • (Toileting, showering, eating, etc.)
  • Help clients or residents with the activities of daily living
  • Talk with clients, give them companionship while participating in resident activities
  • Provide transfers assistance by moving clients in and out of beds, baths, wheelchairs, or cars
  • Help with sanitation and housekeeping tasks of the client’s room, bathroom, and common areas
  • Communicate with clients in a friendly manner
  • Provide companionship to elderly and disabled clients
  • Change linens, clean and iron laundry, and assist in the keeping room, cabinet, and dresser drawers neat and clean.

Customer Service Representative

Maximus
08.2015 - 09.2016
  • Provided excellent customer service in a high volume, fast-paced call center
  • Accessed sensitive information after gaining required confirmation of identification from clients as required by HIPAA
  • Navigated through various computer systems to direct clients to appropriate departments as necessary
  • Handle billing issues (if applicable), made changes to accounts as requested by clients via proper protocols
  • Initiated request of proper documents needed from the client to help process their claims
  • Diffused client’s situations and concerns by answering all questions using approved company resources

Receptionist Intern

Little & Cicchetti, LCP
05.2015 - 06.2015
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
  • Greet persons entering an establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
  • Type forms, memoranda, correspondence, and reports from handwritten drafts, typewritten copies
  • Enter data on the computer, edit computer records and maintain database files
  • Prepare legal paperwork and take messages and send them to the attorneys
  • Assisted senior staff and attorneys with case management and data entry
  • Schedule, coordinate and confirm court dates, appointments, and meetings
  • Conduct research on legal matters
  • Converted hard copy files into an electronic filing system
  • Performed clerical duties such as copying, faxing, emailing, sorting mail, etc
  • Created Introductory Packages for new clients.

State of Vermont, State’s Attorneys and Sheriffs
01.2015 - 04.2015
  • Assisted in the preparation of legal documents
  • Assist with administrative functions of court proceedings
  • Kept detailed notes and memos of court proceedings
  • Served as team leader for several tactical enforcement operations with federal, state, and local law enforcement
  • Entrusted with confidential files to keep organized with all proper paperwork completed by assigned deadlines
  • Sent and Received files and paperwork as needed to complete assigned projects in a timely manner

Education

Bachelor of Science - Mediation And Applied Conflict Resolution

Champlain College
Burlington, VT

and Certification in Mediation and Applied Conflict Resolution -

Skills

  • Trainer/Second Lead, Account Management, Customer Service, Call Center, Quality Control, Online Chat
  • Microsoft Office Suite, Beacon, AWS, NetSuite, Citrix, Data Entry, Client Need Analysis, Negotiations, Planning
  • Salesforce, Case Desk, Dynamics, Talk Desk, Interaction desktop knowledgeable
  • Applicant tracking system and relationship management tools Logistics Support-tracking and shipping and
  • Administrative Support, Data entry management, and CRM Platform Recruiting and interviewing skills
  • Professionalism, organization, and project management skills

Timeline

Case Administrative Specialist-Remote

Ipiq Law Firm/Akkodis
04.2023 - Current

Team Lead/Trainer

MD, Dart, Inc, Accenture
08.2021 - 03.2021

UI Claims Call Center Representative

V-Dart, Inc, Accenture
02.2021 - 08.2021

Administrative Assistant

Staticworx, Inc
10.2018 - 01.2020

Mental Health Specialist

Vermont Psychiatric Care Hospital
04.2018 - 09.2018

Administrative Assistant

02.2018 - 04.2018

Recruiter

The Staffing Alliance
11.2017 - 02.2018

Caregiver Companion

North Carolina Medicaid
03.2017 - 08.2017

Caregiver Companion

The Residence at Shelburne Bay
09.2016 - 11.2016

Customer Service Representative

Maximus
08.2015 - 09.2016

Receptionist Intern

Little & Cicchetti, LCP
05.2015 - 06.2015

State of Vermont, State’s Attorneys and Sheriffs
01.2015 - 04.2015

Bachelor of Science - Mediation And Applied Conflict Resolution

Champlain College

and Certification in Mediation and Applied Conflict Resolution -

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Bianca Rivera