Open to opportunities

Brianna Banville

@briannabanville

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Customer-service leader skilled in training, quality assurance, and medical billing.

United States

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What I'm looking for

I seek a customer-service or QA role where I can lead and train teams, apply medical billing and HIPAA expertise, and use Microsoft tools to analyze data and improve operations.

I am a customer-service professional who progressed from supervisor to trainer and quality analyst, consistently leading classes of 30–50 and establishing effective teams. In my current QA role I evaluate Medicare-licensed representative calls, check for HIPAA compliance, and produce schedules and data-driven spreadsheets.

I hold an associate degree in medical billing and coding and have processed time-sensitive government information as an IRS processor. I am bilingual in English and Spanish, focused on coaching teams, improving quality, and applying medical billing and coding expertise to support accurate, compliant operations.

Experience

Work history, roles, and key accomplishments

Current

Supervisor/Trainer/QA Analyst

Current

Teleperformance

Jun 2019 - Present (6 years 3 months)

Successfully transitioned from a supervisor role to establishing and training a team of 30-50 individuals. Monitored and graded Medicare licensed representative calls for quality assurance and HIPAA compliance.

Team Leadership Training Quality Assurance HIPAA Data Analysis Microsoft Office Scheduling Spreadsheets

IRS Processor

HGS USA LLC

Jun 2016 - Jun 2019 (3 years)

Managed incoming calls for tax preparers and processed sensitive government tax information. Oversaw payment processing and managed paperwork.

Tax Preparation Data Entry Payment Processing Document Management Customer Service

Customer Service Representative

Gc Services

May 2015 - May 2016 (1 year)

De-escalated customer issues and provided exceptional customer service, including acting as manager on duty. Booked appointments, created call center scripts, and handled troubleshooting.

Customer Service Conflict Resolution Call Center Operations Troubleshooting

Education

Degrees, certifications, and relevant coursework

Southwest University at El Paso

Associate in Medical, Medical Billing and Coding

Completed an Associate's degree focusing on medical billing and coding. Gained expertise in processing medical information and adhering to healthcare regulations.