Bianka Hammonds
Temple Hills,MD
Summary
Dedicated and results-driven Case Management professional with a proven ability to manage high caseloads while maintaining exceptional standards of care and client service. Thrives in high-pressure environments, demonstrating sound judgment, adaptability, and strong problem-solving abilities. Collaborative and detail-oriented, with expertise in case documentation, client advocacy, service coordination, and resource management. Skilled in team leadership, strategic planning, and stakeholder engagement, fostering effective partnerships and ensuring services align with individual needs, community priorities, and organizational objectives. Committed to delivering person-centered support, improving client outcomes, and promoting long-term stability and independence.
Overview
1
1
Certification
4
4
years of post-secondary education
7
7
years of professional experience
Work History
Case Manager — Transitional Housing
Confidential Employer
Prince George's County, MD
01.2025 - 10.2026
- Managed active caseload of transitional housing clients facing housing instability, creating individualized support plans, implementing crisis intervention strategies, and coordinating resources to enhance client stability.
- Conducted intake assessments and ongoing evaluations to identify client needs, connecting clients with essential housing, employment, and behavioral health services for comprehensive support.
- Collaborated with community partners and service providers to coordinate wraparound support, facilitating stable transitions for clients into permanent housing.
- Assessed client needs and determined appropriate referrals and support services.
- Maintained detailed, compliant, and confidential case documentation of client contacts, assessments, service plans, and progress.
- Coordinated confidential client case plans and documentation for employer service programs.
- Maintained accurate case records in employer case management systems.
- Monitored service compliance with employer policies and case requirements.
- Acted as an advocate for vulnerable populations by advocating for policy changes at the state level.
Technical Support Specialist
Rain Instant Pay
Tennessee Ridge, TN
07.2024 - 06.2026
- Reviewed and resolved 50+ user requests weekly with a 98% first-contact resolution rate across hardware, software, and network issues; documented each issue in a ticketing system and escalated complex matters to appropriate teams.
- Designed resolution templates that streamlined response processes; collaborated with product and engineering teams to identify and address recurring issues.
- Authored 25+ knowledge-base entries used in onboarding and peer training; facilitated digital literacy training on cybersecurity and platform navigation that enhanced team tech proficiency by 40%.
- Onboarded 20+ new hires, ensuring complete tech setup, access credentials, and thorough system walkthroughs.
- Worked remotely to support team operations
Employment Specialist / Case Manager
Pathways
Prince George's County, MD
06.2025 - 09.2025
- Coached 40+ clients through résumé development, job search strategy, and interview preparation, improving placement outcomes.
- Delivered one-to-one case management and individualized employment planning tailored to each client's mental health history, circumstances, and goals.
- Maintained confidential, audit-ready case notes and tracked client progress in digital systems, ensuring compliance and continuity of service.
- Identified barriers to employment and coordinated referrals to housing, transportation, therapy, and other community resources, enhancing client access to support.
- Coordinated with career specialists, job developers, and behavioral health professionals; facilitated employment workshops that connected clients with stable job opportunities.
Administrative Specialist
WEX Health
Portland, ME
08.2023 - 06.2024
- Processed and reviewed benefits enrollments, claims, and eligibility for 200+ employees with 100% HIPAA compliance, protecting sensitive health and personnel information.
- Responded to benefits inquiries and maintained accurate HR system records, producing compliance reports and audit summaries for HR and finance leadership to ensure regulatory adherence.
- Streamlined digital filing system to reduce document turnaround time by 25%, managing confidential HR and payroll files effectively.
- Developed onboarding kits and benefits packets for 50+ new hires to enhance first-day readiness and support smooth integration into the company.
- Worked remotely from home
Lead Customer Service Representative
U.S. Postal Service
Fairfax, VA
11.2021 - 07.2023
- Supervised front-line operations at high-volume location, ensuring efficient service for 500+ customers weekly.
- Resolved complex customer complaints and escalated disputes, adhering to postal policies, privacy requirements, and federal mailing regulations to enhance customer satisfaction.
- Trained and mentored junior clerks, driving a 15% improvement in service speed; maintained 100% cash drawer accuracy across all transaction types.
- Trained and mentored junior clerks, achieving 15% improvement in service speed while maintaining 100% cash drawer accuracy across all transaction types.
Human Resources / Customer Experience Specialist
WMATA
Washington, DC
10.2019 - 10.2022
- Resolved high-level customer and employee concerns, coordinated cross-departmental efforts, and reported key service trends and feedback to leadership.
- Resolved high-level customer and employee concerns, coordinated across departments, and reported service trends and feedback to leadership.
- Maintained timekeeping and attendance records, supported HR processes aligned with policies, and prepared actionable reports on customer and employee issues to inform decision-making.
- Co-developed DEI and workplace wellness campaigns reaching 1,000+ employees; used Salesforce, Workday, and BambooHR to optimize workflows.
- Maintained timekeeping and attendance records, supported policy-aligned HR processes, and prepared actionable reports on customer and employee issues.
Education
Master of Social Work (In Progress) -
Walden University
09.2025 - 10.2026
Bachelor of Arts - Psychology
University of Maryland Global Campus
06.2023 - 01.2026
Skills
- Individualized Support Plans
- Benefits, Claims & Eligibility Review
- HIPAA & Policy Compliance
- Compliance Reporting & Audits
- Case Management Systems
- Client Tracking Software
- Resource Coordination
- Resource Referrals
- Stakeholder & Cross-Agency Coordination
- Report writing
- Process Improvement
- Attention to Detail
- Decision Making Under Pressure
- Escalation Management
- Staff Training & Development
- Microsoft Office
- SharePoint
- Google Sheets
- Client Support Coordination
- Insurance regulations
- Active Listening
- Verbal and written communication
Personal Information
- Driving License: Valid
- Work Permit: Authorized to work in the U.S.
Certification
- MD Benefits Counseling Network (MD-BCN) Aug 2025 – Sep 2026
- Clinical Mental Health Care Certification Apr 2025 – Apr 2026
- Driver's License Valid
Accomplishments
- Served vulnerable populations: managed a transitional housing caseload with crisis intervention and resource coordination, and delivered individualized case plans for 40+ employment clients with mental health considerations.
- Flawless compliance with sensitive records: processed benefits enrollments, claims, and eligibility reviews for 200+ employees with 100% HIPAA compliance, and produced compliance reports and audit summaries for leadership.
- Faster resolution of concerns: cut issue resolution time by 30% at WMATA through structured escalation protocols, and cut response time by 30% through resolution templates at Rain Instant Pay.
- High-volume, high-accuracy service: led front-line federal operations serving 500+ customers weekly at USPS with 100% cash drawer accuracy, and sustained a 98% first-contact resolution rate on 50+ weekly support requests.
Timeline
Master of Social Work (In Progress) -
Walden University
09.2025 - 10.2026
Employment Specialist / Case Manager
Pathways
06.2025 - 09.2025
Case Manager — Transitional Housing
Confidential Employer
01.2025 - 10.2026
Technical Support Specialist
Rain Instant Pay
07.2024 - 06.2026
Administrative Specialist
WEX Health
08.2023 - 06.2024
Bachelor of Arts - Psychology
University of Maryland Global Campus
06.2023 - 01.2026
Lead Customer Service Representative
U.S. Postal Service
11.2021 - 07.2023
Human Resources / Customer Experience Specialist
WMATA
10.2019 - 10.2022