Bianncah Cone-Garrison

- Order Management & Fulfillment: Managed customer orders from entry through fulfillment to ensure timely and accurate delivery.

- Customer Relations: Responded to inquiries, resolved issues, and handled escalated complaints using problem-solving skills to identify root causes and maintain strong relationships.

- Cross-Functional Collaboration: Partnered with sales, shipping, warehouse teams, and international colleagues and vendors in Germany and Switzerland to streamline processes and enhance satisfaction.

- Documentation: Prepared and distributed certificates of analysis, technical data sheets, and other required customer documentation.

- Financial & Data Maintenance: Processed billing activities—including invoices, debits, and credits—and updated customer pricing files and order records.

- Reporting: Generated reports tracking open orders, bookings, late shipments, and service levels against performance benchmarks.

- Training: Assisted in training new staff on customer service protocols and operational best practices.

• Coordinated health journeys and status of Alzheimer’s patients in Mid-Atlantic region, ensuring timely case progress and access to necessary services.
• Conducted initial case assessments with inbound patients to confirm the appropriate individualized service was addressed, allowing case managers to identify programs and services appropriate to meet patient’s needs.
• Supported patients virtually using Salesforce, Genesys, Outlook, Interactive Desktop, and Microsoft Teams, enhancing patient engagement and service delivery.
• Reviewed inbound patient cases to ensure tailored services matched specific patient requirements.
• Facilitated access to community resources and services for patients.
• Coordinated appropriate community and other services.
• Supported patients virtually utilizing Salesforce, Genesys, Outlook, Interactive Desktop, and Microsoft Teams. Call Center development crucial for success.
• Conducted benefit investigations and financial support evaluations, employing interpersonal skills to clarify complex terminology and foster understanding among patients.
• Noted all disposition updates in Salesforce to set future case managers up for success with the next interaction.

• Engaged with patients and families to collaboratively develop personalized care plans.
• Instructed patients on medications, tests, and procedures as directed, including pre-appointment calls with pre-operative instructions.
• Performed vision and diagnostic tests as directed, giving physician time to review charts and patients' health journey. Managed and operated equipment safely and accurately.
• Compiled patients’ charts with appropriate forms for pre-operative nurse(s).
• Instructed patients on medications, tests, and procedures, including pre-appointment calls with pre-operative instructions.
• Met documentation standards and policies with electronic medical record.
• Conducted vision and diagnostic tests, enabling physician to efficiently assess patient health histories. Managed and operated equipment safely and accurately.
• Trained and supervised allied ophthalmic personnel on patient eye health, enhancing team effectiveness.
• Received and reviewed incoming communication, including emails and memos, to determine importance and relevance., email or memos, reviews contents, determines importance, and summarizes and/or distributes contents.

• Trained new staff members in the company’s mission and goals to retain solution-oriented client representatives.
• Recruited and supported staffing for Fortune 500 companies, enhancing client representation quality.
• Managed customer accounts and provided speedy, top-notch customer service, resulting in selection to represent the company at a leadership conference within the second month of employment.
• Delegated responsibilities among 12 employees to optimize team performance.
• Advocated for and resolved client issues, fostering strong relationships to ensure client retention.
• Adhered to policy and procedures of the firm and the Fortune 500 companies.
• Traveled monthly to Charleston, SC and Atlanta, GA to recruit with partner firms.