Bianca Y. Heninger

• Provide system support to transmission operations, and dispatch organizations
• Support the EMS & SCADA systems
• Review Construction drawings from Engineering sketches and other information
• Perform technical analysis, system & alarm configurations, and business requirements analysis
• Develops and maintains electrically correct EMS-SCADA displays, of operational facilities, utilizing established engineering guidelines/specifications
• Advanced knowledge of engineering specifications and drawings established drafting and design techniques, and applicable company policies, procedures, and practices
• Advanced ability to read and understand engineering one-lines
• Research and analysis skills to conduct test, analyze results, and modify plans
• Designing skills involving redesign and development of detailed drawings from engineering guidelines.

Diligent Customer Service Representative for 7+ years at Rocky Mountain Power. Using various computer systems, such as Microsoft (Excel, Outlook, PowerPoint, etc.)

Extensive tracking of internal and external projects deliverables and milestones on multi-disciplines, including assisting with scheduling deadlines.

Tracking and publishing internal and external scoping documents for PacifiCorp.

Oversee and managing the submittals reviews from external consultants and internal engineers.

Update internal and external schedules for any design changes or schedule changes as needed.

Organize and schedule Project Schedules Reviews and Training (PSRAT) with discipline managers and engineers for progression for each project.

Compile updates and action items for each scope and project from each discipline engineer.

Managing diverse Input and sustain new/ongoing schedules and scoping efforts in our metrics system. Coordinating with all levels of Management and discipline areas internally and externally.

Update schedules for any design changes or schedule changes for internal and external.

NERC CIP certified.

• Measuring and reading data usage from commercial and residential electrical meters, providing customer service to meters as needed
• Logged all details of each work shift, such as addresses visited, meters checked, breaks taken and any other incidents to be uploaded into the tablet device each day
• Proficient in P8 Content, RCMS, FAAR, Optic /ARCOS, MWM, GIMSO, CONGOS, CSS Systems, and SAP Experience
• Ability to work with all levels of an organization, including people with different styles and backgrounds, and ability to work as a member on a team
• Report inoperable and malfunctioning devices or unauthorized changes to the meter to supervisors when spotted during field checks
• Complete routine maintenance tasks or make small repairs to the utility meter when asked by the customer and the company.

• Provide administrative support and with fluency in Microsoft Office Suite
• Assist Estimators and Lineman with evaluating / Coordinate estimation on jobs
• Create monthly/yearly schedules for a large number of employees
• Time entry / payroll & payroll reports / crew schedule management
• Ensure debt reduction efforts are enforced/maintained at acceptable levels.

• Working with a team of CSRs and other departments to find appropriate solutions and effectively answering phone calls or emails from customers to answer questions, participating in meetings with the customer service team to best help the customer
• Providing introductory information to new customers
• Ensuring that customers are satisfied with products or services
• Determining the quickest, most effective ways to answer a client’s or customer’s questions.

• For 7+ years at Rocky Mountain Power
• Using various computer systems, such as, (Excel, Outlook, PowerPoint, etc.)
• Extensive tracking of internal and external projects deliverables and milestones on multi-disciplines, including assisting with scheduling deadlines
• Tracking and publishing internal and external scoping documents for PacifiCorp
• Oversee and managing the submittals reviews from external consultants and internal engineers
• Update internal and external schedules for any design changes or schedule changes as needed
• Organize and schedule Project Schedules Reviews and Training (PSRAT) with discipline managers and engineers for progression for each project
• Compile updates and action items for each scope and project from each discipline engineer
• Managing diverse Input and sustain new/ongoing schedules and scoping efforts in our metrics system
• Coordinating with all levels of Management and discipline areas internally and externally
• Update schedules for any design changes or schedule changes for internal and external
• NERC CIP certified.

• Interview patients for case histories prior to appointments
• Update and maintain patients’ health records
• Assist patients with initial paperwork
• Schedule and coordinate appointments
• Process insurance claims in compliance with law requirements
• Use medical software to support all transactions
• Manage receivable and payable accounts and maintain financial records
• Answer patients’ queries and ensure quality customer service
• Greeted patients and visitors upon arrival, ensuring they were made to feel welcome.
• Assisted with patient check-in, verifying insurance information and collecting co-pays.
• Answered incoming calls in a professional manner, routing them to the appropriate department or personnel when necessary.
• Scheduled appointments for patients utilizing the electronic medical records system.
• Prepared charts for upcoming appointments and retrieved charts for current visits.
• Maintained an organized filing system of patient records, both electronically and hard copy.
• Processed payments from patients via cash, check or credit card transactions.
• Entered patient data into computer systems using accurate coding techniques.
• Performed basic administrative duties such as copying documents, faxing forms and preparing letters.
• Managed front office operations including ordering supplies and maintaining inventory levels.
• Provided assistance to patients with questions regarding their accounts or bills.
• Resolved customer service inquiries in a timely manner while adhering to established policies and procedures.
• Verified insurance coverage prior to scheduled appointments, informing patients of any out-of-pocket expenses that may be incurred during their visit.
• Managed multiple tasks simultaneously while providing excellent customer service at all times.
• Ensured HIPAA compliance by protecting patient privacy rights through proper handling of confidential information.
• Assisted with other departments within the practice as needed including scheduling tests or surgeries and obtaining authorization from insurance companies.
• Identified opportunities for process improvement initiatives in order to streamline workflow processes.
• Created daily reports on patient demographics and appointment schedules for management review.
• Attended staff meetings regularly to discuss new initiatives or changes in policy and procedures.
• Tracked no-show rates on a weekly basis and communicated findings with clinical staff members.
• Processed patient intake information and updated medical records prior to treatment.
• Completed insurance verifications and claim forms for patient intake and processing.
• Communicated with patients to ensure quality of care and develop care plans.
• Established strong work network by building professional relationships with physicians and fellow employees.
• Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
• Provided administrative support for patient care staff.
• Received and routed care team messages and documents to appropriate staff.
• Troubleshot and resolved complex customer service issues to enhance patient and family experience.
• Demonstrated flexibility during changes to patient care practice.
• Compiled and maintained medical charts and reports in complex digital databases.
• Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
• Communicated with patients with compassion while keeping medical information private.
• Scheduled and confirmed patient appointments and consultations.
• Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
• Greeted patients, determined purpose of visit and directed to appropriate staff.
• Transmitted medical records and other correspondence by mail, e-mail, or fax.
• Completed relevant insurance and other claim forms.
• Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
• Scheduled tests, lab work or x-rays for patients based on physician orders.
• Collaborated with multi-disciplinary staff to improve overall patient care and response times.
• Answered telephones and directed calls to appropriate medical or adminstrative staff.
• Adhered to HIPAA requirements to safeguard patient confidentiality.
• Calculated sliding fee or special program adjustments relating to patient visits.
• Assured regulatory compliance and professionalism across patient service.
• Collaborate with doctors and nurses to help with medical examinations, schedule tests and order supplies
• Ensure compliance with procedures
• Keep up-to-date with changes in medical and insurance legislation

• Obtains list of vacant rooms which need to be cleaned immediately and list of prospective check outs in order to prepare work assignments
• Assigns workers their duties, and inspects work for conformance to prescribed standards of cleanliness
• Advises manager or desk clerk of rooms ready for occupancy
• Inventories stock to ensure adequate supplies
• Investigates complaints regarding housekeeping service and equipment, and assists manager with corrective action.
• Examines rooms, halls, and lobbies to determine need for repairs or replacement of furniture or equipment, and makes recommendations to management
• Conducts orientation training of new employees to explain company policies, housekeeping work procedures, and to demonstrate use and maintenance of equipment
• Records data concerning work assignments, Grand Performer actions, and time records, and prepares periodic reports
• Attends periodic staff meetings with other department heads to discuss company policies and guest complaints, and to make recommendations to improve service and ensure more efficient operation
• Assists manager in preparing reports concerning room occupancy, payroll expenses, and department expenses
• Plans work schedules to ensure adequate service.
• Supports and supervisors and effective inspection program for all guestrooms and public space.
• Have a thorough knowledge of product, including room types, amenities, services and brand standards
• All other duties as assigned, planned or un-planned

• Developed and implemented strategic plans for front end operations to ensure customer satisfaction.
• Maintained accurate records of inventory, sales, and employees.
• Trained new employees in customer service techniques and store policies.
• Organized staff schedules to maximize efficiency while minimizing labor costs.
• Monitored cash register transactions to ensure accuracy and compliance with company policies.
• Resolved customer complaints in a professional manner.
• Conducted regular performance evaluations of front end personnel.
• Ensured adequate staffing levels during peak business hours.
• Implemented procedures to reduce shrinkage and increase profitability of the department.
• Performed daily audits on registers and safe counts to verify accuracy of funds on hand.
• Provided excellent customer service by assisting customers with their needs or inquiries.
• Supervised the proper maintenance of all equipment used at the checkout area.
• Assisted management team in developing operational strategies that improved overall store performance.
• Analyzed sales data from various sources to identify trends in customer behavior and purchasing patterns.
• Reviewed employee timecards for accuracy and approved payroll submissions accordingly.
• Developed weekly reports detailing front-end activity, such as sales volume, number of transactions, average transaction size.
• Coordinated with other departments to ensure smooth flow between receiving goods, stocking shelves, check out process.
• Maintained positive relationships with vendors to secure best pricing available for products sold at the front end.
• Investigated incidents reported by customers or staff members involving theft or fraud at the checkout area.
• Monitored cash drawers in checkouts to verify adequate cash supply.
• Managed customer complaints and rectified issues to complete satisfaction.
• Resolved customer problems by investigating issues, answering questions and building rapport.
• Delegated work to employees based on shift requirements, individual strengths and unique training.
• Handled payment processing and provided customers with receipts and proper bills and change.
• Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
• Emphasized customer service excellence through ongoing training of front-line team members to improve customer service ratings.
• Managed opening and closing procedures by reconciling sales records and cash transactions with the software used.
• Maintained important files, running reports and delivering updates on occupancy and revenue.
• Counted and balanced registers.
• Delegated work to staff, setting priorities and goals.
• Trained, managed and motivated employees to promote professional skill development.
• Coached staff on strategies to enhance performance and improve customer relations.
• Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
• Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
• Mentored newly hired staff in upselling techniques to improve sales.
• Managed daily operations, client relations and IT.
• Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
• Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
• Mentored employees in management of complicated sales, complex issues and difficult customers.
• Welcomed large volume of guests and improved overall customer service.
• Promoted store loyalty program to increase customer engagement and drive consistent sales.
• Led employee performance evaluations and rewarded top performers to retain quality personnel.
• Organized and updated schedules to optimize coverage for expected customer demands.
• Delegated work to over 10 employees based on shift requirements, individual strengths and unique training.