Bianca Trinidad

At Accenture, I support employees and health-policy members with benefits, payroll, retirement, onboarding, claims, and policy questions. I document requests in Salesforce CRM and Workday, track resolution within SLAs, and handle sensitive information confidentially.

I'm a benefits-team SME supporting medical, dental, vision, mental health, enrollment, and life-insurance cases. I also guide members through claims, portal registration, troubleshooting, and policy coverage while reporting call trends to management.

Previously at Citibank, I progressed from Collections Specialist to Escalations Specialist, resolving delinquency issues through research, negotiation, and interpretation of procedures. I shared knowledge with less experienced collectors and worked to meet quality and compliance objectives.

At Joann Fabrics, I supported store operations as a Key Holder, including opening and closing, coaching team members, customer transactions, merchandising, freight, and sales-floor standards.