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Upbeat and flexible lead Customer Service Representative with 4 years experience in retail sales. Driven and results-focused professional seeking a customer service position in a fast-paced retail environment.

  • Client relations specialist
  • Administrative duties
  • Team management
  • Conflict resolution techniques
  • Meticulous attention to detail
  • Focused on customer satisfaction
  • Skilled multi-tasker
  • Scheduling
  • Training and development
  • Interpersonal skills
  • Resolving issues
  • Superior communication skills
  • Employee scheduling
  • Dependable and reliable
  • Adaptive team player
  • Schedule coordination
  • POS systems
  • Payment processing
10/2018 to Current
Sales Representative Go Go Games Philadelphia, PA
  • Planned and followed through with inventory management for each store
  • Built positive and productive customer connections to drive consistent sales
  • Promoted memorable shopping experiences resulting in increased customer retention and loyalty
  • Answered customers' questions and addressed problems and complaints in person and via phone
  • Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities
  • Built client base and promoted products to new and existing clients
  • Maintained high productivity by efficiently processing cash, credit, debit payments for customers
  • Troubleshot and resolved issues with cash registers, card scanners and printers
  • Helped customers update accounts, sign up for new services and take advantage of special offers
  • Learned roles of other departments to provide coverage and keep store operational
  • Helped customers find specific products, answering questions and offering advice
11/2017 to 11/2018
Lead Customer Service Representative Altitude Feasterville, PA
  • Assisted customers to find appropriate products, answered product questions and provided product solutions
  • Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy
  • Drove sales and add-on purchases by promoting specific item options to customers
  • Processed efficient and accurate cash, check, debit, and credit card payments using Point-of-Sale system
  • Maximized customer satisfaction by assisting customers complete purchases, locate items and sign up for rewards programs
  • Answered questions about and demonstrated features of diverse merchandise to facilitate customer sales
  • Helped customers find specific products, answering questions and offering advice
02/2017 to 11/2017
Sales Representative Old Navy Philadelphia, PA

Helped customers select products that best fit their personal needs.
Answered customers' questions and addressed problems and complaints in person and via phone.
Opened and closed the store, which included counting cash drawers and making bank deposits.
Educated customers on product and service offerings.
Consulted with customers on the latest styles and trends.
Built customer confidence by actively listening to their concerns and giving appropriate feedback.

Associate of Science Community College of Philadelphia Philadelphia, Pa, US
This resume is created in 7 minutes.
Years of experience in customer service because I am passionate about helping people achieve their health goals, while maintaining professionalism and humility.
  • Communication Skills
  • Computer Skills
  • Research Skills
  • Leadership Skills
  • Adaptability Skills
  • Interpersonal Skills
10/2017 to Current
Security Officer Father Joe's Villages - St. Vincent de Paul Village Family Health Center San Diego, CA
  • Ensure integrity and security of all buildings.
  • Maintain surveillance of Village properties through the use of security patrol all areas of the Village property.
  • Respond to alarms that occur at off-site properties.
  • Control access to all village buildings and property.
  • Conduct crowd control as needed.
  • Provide timely assistance to assure the Safety Village, guests, volunteers, residents and clients.
  • Clear the buildings in case of fire, bomb threat, natural disaster or other emergency alarm.
  • Physically intervene to ensure safety of self and others which could include other types of intervention involving juveniles and acts of violence.
  • Protect the confidential and privileged information of employer or client beyond the terms of employment.
  • Cooperate with all recognized and responsible law enforcement and government agencies within the guidelines of agency policy.
  • Ensure that guests staff, volunteers, residents, and clients conform to all stated rules and regulations.
  • Issue agency citations for parking violations.
  • Report safety hazard and/or violations to a supervisor responsible for safety standards at the Village.
  • Participate in investigations following an incident.
  • Record all incidents occurring during the shift and complete incident reports.
  • Ensure all paperwork in control area is filed properly and that the area is functional and clean.
09/2017 to 10/2017
Security Guard Securitas Security Services USA Inc San Diego, Ca
  • Monitored main gate at facility site for all suspicious activity to ensure no threat to property and clients.
  • Responsible for disarming alarm systems to main building and opening main doors.
  • Monitored visitor guest list issued daily one day badges to visitors and employees who entered the facility without one.
  • Answered questions assist visitors and employees.
  • Answered phones or greet visitors,employees in a professional welcoming manner.
  • Performed clearance checks on first time contractors at site.

08/2017 to 09/2017
Security Guard Allied Universal San Diego, CA
  • Ensure the facility is provided with high quality security services to protect people and property.
  • Report safety concerns security breaches and unusual circumstances both verbally and in writing.
  • Build improve and maintain effective relationships with both client employees and guests.
  • Answer questions and assist guests and employees.
  • Answer phones or greet guest, employees in a professional welcoming manner.
06/2017 to 08/2017
Home Instead SeniorCare Caregiver San Diego, Ca
  • Build meaningful relationship with clients.
  • Provide assistance with activities of daily living.
  • Responsible for meal preparation.
  • Light housekeeping.
  • Assist with bathing.
  • Run errands for clients when needed.
  • Take clients to scheduled medical appointments.
  • Medication Reminders to clients.
  • Complete a daily log activity for the day on clients.
05/2014 to 06/2017
Dream Hair Salon Hair Salon Receptionist San Diego, Ca
  • Responsible for greeting customers in a warm and professional manner.
  • Handle the task of directing clients to the concerned stylist.
  • Perform responsibilities of maintaining the records of clients such as names, phones numbers and address.
  • Handle the task of scheduling appointments for clients as well as make courtesy calls to remind clients of upcoming appointments.
  • Perform responsibilities of handling and maintaining cash transactions.
  • Assist with monthly products counts and communicate supply inventory requirements to the salon manager.
  • Responsible for marketing and selling hair care products to clients.
01/2013 to 04/2014
Billing Account Representative Hanger, Inc SCOPe Orthotics & Prosthetics Inc San Diego, Ca
  • Merged in January 2013.
05/2008 to 12/2012
Billing Account Representative SCOPe Orthotics & Prosthetics, Inc San Diego, Ca
  • Followed up on unpaid claims for all insurance types.
  • Set up Patient Accounts/Encounter visits and entered charges for billing.
  • Answered patient billing questions and addressed patient complaints/Resolve billing problems to keep accounts current.
  • Verify authorization necessary for patients visits and procedures.
  • Handle correspondence from insurance companies regarding billing issues, and Medical/Medicare claims.
  • Identify and corrected any coordination of benefit problems identified on patient accounts.
  • Update patient"s insurance information as necessary.
  • Completed refund request for insurance overpayments and and patient overpayments and confirm claim underpayments/overpayments by analyzing the insurance explanation of payments and insurance contracts.
  • Monitored all delinquent accounts and managed collection.
  • activities, by phone and written statements.
  • Coordinated with customers to answer patient payment plans.
  • Identify and bill secondary or tertiary insurances.
  • Provide quality service to customers.
  • Perform other duties and responsibilities as assigned.
05/2005 to 05/2008
Scope Orthotics & Prosthetics Inc
01/2005 to 01/2008
Front Office Administrator
  • Responsible for Patient Check In, appointment scheduling, insurance verification, obtaining Authorizations.
  • Preparing new patient charts and maintenance of patient records in accordance to Scope compliance policies, scanning and filing patient documents, ensuring complete and accurate information.
  • Manage incoming calls.
  • Providing Financial Counseling for patients, posting patient payments, scheduling patients return appointments.
  • Posting patients no charge visits.
  • Completing a SAR/TAR for CCS and Medi-Cal Authorizations.
  • Obtaining Medicare Documentation, dispensing prescriptions, detailed prescriptions.
  • Perform other duties and responsibilities as assigned.
Education and Training
Diploma Concorde Career Institute San Diego, Ca
Associate of Science: Business Management Taylor Business Institute Manhattan, New York Business Management
High School Diploma Springfield Gardens High School Queens, New York
scheduling appointments, billing, charts, Communication Skills, Interpersonal Skills, contracts, Counseling, client, clients, directing, Documentation, filing, Financial, insurance, Leadership Skills, marketing, meal preparation, bathing, policies, quality, Research, safety, selling, scanning, scheduling, supply inventory, phones, phone, Answer phones, written
This resume is created in 7 minutes.
  • Billing and collection procedures expert
  • Resource management expertise
  • Qualified to review denied and unpaid claims and determine necessary action to ensure early resolution. 
  • Windows Operating Systems
  • 10 key skills
  • Calm under pressure
  • Time management
  • Familiar with HIPAA regualtions
  • Organized
  • Active listening
  • Work independently to identify issues and take corrective action. 
Work History
Business Owner, 2016 to 2017
Tina's Tiny Tots Childcare Rocklin, CA
  • Managing groups of various ages and assessing child behavior, needs, and health to determine appropriate teaching style and action.
  • Provide ongoing communication to parents on child progress and needs.
  • Administrative manager who ensures accurate recordkeeping, scheduling, creative daily activities, meal planning.
  • Ongoing state required training that certifies in health and safety, CPR and First Aid.
  • Establish child routines and and offer constructive guidance. 

Senior Billing Representative, 2003 to 2014
Blueshield of California El Dorado Hills, CA
  • Handled invoice billing complaints and discrepancies, issuing credit memos when necessary. 
  • Researched and reconciled customer account/invoices to ensure accurate and timely billing.
  • Account reconciliations that included discrepancies in payments and eligibility. 
  • Assist management in establishing performance metrics.
  • Created and maintained new and existing customer contracts.
  • Researched monthly billing invoices, payments, member eligibility updates, system errors and related issues. 
  • Exceeded monthly production and quality goals each month with 100 percent in quality audits for entire book of business.

Accounts Supervisor, 2001 to 2003
Eye Center Rancho Cordova, CA.
  • Administer patient accounts and office ledgers, including weekly statements.
  • Coordinate billing of patient's insurance.
  • Track insurance aging and billing Inquires.
  • Review employee vacation, sick and time off requests.
  • Provide input on employee reviews.
  • Regulate workload of team members.
  • Supervise OSHA monthly walk through.
  • Patient pre-testing/Exam Preparation.
  • Provide a high level of customer service.
  • Responsible for billing all residents in facilities.

High School Diploma: Foothill High School - Citrus Heights, CA.
This resume is created in 7 minutes.
Professional Summary
I am a friendly, loyal and dedicated individual with ambition to succeed in any given environment. I love to learn and I am always up for a challenge. I excel as a team player, and am more then capable to efficiently work on my own. I am seeking a position that will allow me to further utilize my skills while acquiring new abilities.
  • Knowledgeable in coding: CPT, ICD-9 and HCPCS
  • Familiar with CMS-1500, UB-04, ADA
  • Proficient in Medical & Dental Terminology
  • HIPPAA Compliant
  • Strong attention to detail
  • Typing & data entry 40+ wpm
  • Proficient with Medical Software Programs: OnBase, EAMS, Medisoft. CompData, MEDITECH, ProTouch, Fluency Flex
  • Proficient in MS Office(MS Word, MS Excel, MS Outlook)
Work History
01/2017 to Current
Health Information Management Clerk Kindred Hospital Rancho RanchoCucamonga, CA
  • Assemble medical charts
  • Maintain data collection and skills acquisition files
  • Process admission and discharge records accurately, and in a timely fashion
  • Transport medical records to and from units within the confidentiality is maintained
  • File laboratory X-ray documents, slips and other information to current chart
  • Performed clerical tasks such as photocopying, faxing, mailing, sorting/distributing documents
  • Review records for completeness, accuracy, and compliance with regulations
11/2011 to 06/2016
Legal and Billing Representative Landmark Medical Management LLC Ontario, CA
  • Crossed reference accounts for duplicates and accuracy
  • Verify patient demographics with attorneys and insurance companies
  • Confirmed hearing dates on calendar
  • Separated EOR\\'s by classification and priority
  • Entered patient information and comments into medi-soft
  • Prepared various appeal letters for insurance companies
  • Assisted Management as needed on special projects
  • Stored completed documents in appropriate locations
  • Located and correct data entry errors, or report them to supervisors
  • Maintained logs of activities and completed work
Medical Billing/Health Claims Examining Program:
American Career College - Ontario, CA
This resume is created in 7 minutes.
  • Attention to detail
  • Critical thinking
  • Excellent written/oral communicate skills
  • Experience in Microsoft Office
  • Knowledge of laws related to FMLA, CORBA, and HIPAA
  • Strict confidentiality
  • Community resources 
  • Ethics and integrity
  • Independently/Team environment
  • Multi-task and manage several projects
  • Organized 
  • Training and development

Forward Service Corporation Community Volunteer - 08/2017 to 12/2017 
Clerical Support  Sheboygan, WI 

  • Answering phones, greeting customers and restocking supplies as needed.
  • Assisted customers with various programs such as FSET, W2 and Emergency assistance.
  • Maintained important documents by alphabetical and numerical.
Work History
Account Receivable & Insurance Specialist, 02/2016 to 06/2017
Premiere Vision Sheboygan Falls, WI
  • Accurately adjusted and posted payments for routine and medical claims.
  • Adhere to policies, procedures within State and Federal guidelines.
  • Correctly coded and billed medical claims to various insurance payers.
  • Maintained and updated collections tracking spreadsheet to help organize payment information. 
  • Motivated patients to pay outstanding balances on their accounts through effective communication.
Provider Relations, 08/2015 to 10/2015
Argus Dental & Vision-Healthcare Support Tampa, FL
  • Addressed, resolved and documented customer authorizations, explanation of benefits empathetically and professionally.
  • Explained Federal and State Medicaid/Medicare policies for patient care that included medical, dental and vision.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Sales Administration Senior Associate, 07/2014 to 11/2014
Cigna Healthcare-Randstad Tampa, FL
  • In compliance with all  fifty States & Federal insurance regulatory laws. 
  • Interacted and consulted with underwriters to coordinate tier packages for standard and promotional rate quotes.
  • Prepared medical, dental and vision rate quotes using company rating system.
  • Used proprietary software for building, completion and submission of  tier packages. 
Medical Billing Specialist, 10/2013 to 02/2014
McKesson-Healthcare Support Tampa, FL
  • Audited Medicare cost reports including 30, 60 and day aging. Verified patients' eligibility and claims status with insurance agencies
  • Compiled and formatted Managed Care figures such as HMO and PPO's for out patient services. 
  • Review credits and payments for all payer sources and called insurance companies regarding any discrepancies.
Medical Billing Collections Specialist, 12/2012 to 07/2013
Palms of Pasadena-Resouorce Staffing Group South Pasadena, FL
  • Calculated service provider's billable hours to stay within budget guidelines. 
  • Corrected medical procedure codes to ensure proper payment for processing. 
  • Determined prior authorizations for outpatient services.
  • Prepared and completed appeal letters for governmental and commercial insurance healthcare plans.
Member Engagement , 10/2012 to 12/2012
Wellcare-Hirgery Tampa, FL
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Gathered and verified all required customer information for tracking purposes.
  • Referred unresolved customer grievances to designated departments for further investigation.
Patient Verification Rep, 05/2012 to 07/2012
Chapter Health Systems-Accountemps Tampa, FL
  • Communicated with County agencies for verification in authorizing additional services. 
  • Monitored updates hourly of Palliative care and hospice patients using Excel spreadsheets to determine comparison.
  • Obtain authorizations for insurance's that require authorization for Palliative and Hospice care.
  • Used healthcare software programs such as Emdeon, FL Firstserve, Availilty and IDX.
Employee Benefits Specialist, 10/2007 to 05/2010
Tranzact Insuranace Solutions LLC Oldsmar, FL
  • Assisted  with new employee benefits programs, explained eligibility,  benefits programs  including medical, Medicare, Medicaid, dental, vision, FSA, tuition reimbursement 401K, PTO and PTO donation programs, as well as employee leave programs, including FMLA, Personal and Military Leaves of Absence.     
  • Liaison with insurance carriers, Health Advocate, along with other providers of services when necessary to expedite sensitive issues regarding participants needs and benefits.
Medicare Billing Supervisor , 07/2001 to 08/2004
Midwest Medical Supply Waukesha, WI
  • Developed procedures and ensure operational policy compliance per HIPAA guidelines. 
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Managed daily activities including patient accounts, appeals claims, electronic billing, collections and Medicare coding.
  • Responsible for securing confidential data including electronic and paper form.
Patient Account Representative Agnesian Health Care Fond du Lac, WI 54935
  • Accurately audited nurses, physical, occupational and speech therapists time entries.
  • Followed up calls with insurance carriers.
  • Investigated the aging report for charges that were 60-90 days old that were denied or not billed to the insurance company.
  • Responsible for entering and billing pharmacy charges for hospice and skilled nursing.
50 Credit Hours: Liberal Arts Milwaukee Area Technical College - Milwaukee, WI
20 Credit Hours: Liberal Arts University of Wisconsin-Milwaukee - Milwaukee, WI
This resume is created in 7 minutes.
Professional Summary
Exceptional leader talented at strategic planning, financial planning and team player. Technically-savvy with outstanding relationship building, training and presentation skills. Dedicated individual who is able to multi-task, manage multiple projects simultaneously with complete follow-through and effectively meet deadlines.
  • Budgeting and finance
  • Project management
  • Team liaison
  • Self-motivated
  • Strong verbal communication
  • Conflict resolution
  • Powerful negotiator
  • Staff development
  • Team leadership
  • Risk management processes and analysis
  • Client assessment and analysis
  • Process implementation
  • Extremely organized
  • Data management
Work History
Auto ILR Representative, 10/2016 to 12/2017
STATE Farm Insurance Atlanta, GA
  • Determine Cause of accident.
  • Determine Liability.
  • Determine Juridiction amendments apply.
  • Gather and document loss information.
  • Determine Direction of pay.
  • Communicate with customers and associates by phone, mobile app, click-to-chat and Internet.
  • provide with QFC (quality first call for both the Insured and the Claimant.
  • follow up with volume of calls and check to see if segmant for Auto ILR was complete.
  • paid claim or sent claim for subrogation.
  • handled volume of calls.
  • Completed more than 2,500 claims throughout tenure.
  • Provided optimum service to policyholders, negotiated fair settlements and identified fraudulent claims.
  • Achieved the highest number of inspection appointments (out of 162 colleagues) in 2007.
  • Surpassed goal by averaging 45 appointments monthly (33% above quota).
  • Selected by supervisor to assist with file closures; resolve complex claims-processing issues; participate in quality-control audits; and monitor claim status updates.
  • Maintained a superior quality rating of 94% in file handling and claims resolution from 2003 to 2007, exceeding the 85% departmental goal.
  • Received Peak Performer Awards.
Customer Service Sales Representative, 12/2014 to 01/2016
Bank of America Atlanta, Georgia
  • Meeting daily sales goals set by bank through effectively listening and matching customers to products and financial services available using probing skills to identify specific needs.
  • Responsible for representing Bank of America to the customer, assisting with complaints, orders, errors, account information, billing, cancelations, and preferred cardholders.
  • Perform high quality customer service in a high volume call center environment utilizing the Cisco call system to handle multiple screens and multiple calls efficiently.
  • Act as a liaison and gatekeeper answering questions about financial plans, warrantees and advises customers on best products which will be beneficial.
  • Audit accounts from the sale of products and services, work with customer service manager to ensure proper services, and compile reports on overall customer satisfaction.
Technical Support and billing Representative, 07/2009 to 10/2014
Comcast Cable Houston, Tx
  • Served Business class customers and Residential customers with billing inquires and technical issues from video, internet, phone support.
  • Transition selling for upgrades in each Line of Business while providing excellent service.
  • Maintain exceptional sells to service ration ethically.
  • Educated customers on basic troubleshooting for self support and advised of online assistance as well.
  • Selected for the Supervisory Mentoring classes, also trained and shared my knowledge of selling techniques to various new hire classes.
International and Domestic Shipping Specialist, 02/2004 to 03/2011
DHL Express Houston, Texas
  • Instructed clients of International and Domestic Parcel requirements.
  • Tracked and recovered lost items for International and Domestic partners and clients.
  • Fulfilled Documentation needed for perishable goods and restricted items in different Countries for clients for import and export using Microsoft and various search engines.
  • Resolved complaints and submitted proper documentation for reimbursement for client items not recovered.
  • Assisted in training for New Hires also served as Interim Supervisor for 6 months and Serviced as Lead for night shift for new hires and tenured representatives.
  • Review the environmental records of freight carriers to inform shipping decisions.
  • Calculate weight, volume, or cost of goods to be moved.
  • Select shipment routes, based on nature of goods shipped, transit times, or security needs.
  • Recommend shipping solutions to minimize cost or environmental impacts.
  • Verified Check import/export documentation to determine cargo contents, and classify goods into different fee or tariff groups, using a tariff coding system.
High School Diploma: 1986
Earle C Clements Job Corps - Morganfield, KY
Business Administration
  • Member, City of Houston Police Association (2005 - Present)
  • Member, Rotary Club (2003 - 2010)
  • US Army 13th Bravo (1)
This resume is created in 7 minutes.

Versatile paraprofessional with 15+ years' experience in office administration specializing in billing and payroll. Highly organized, independent worker with strong time-management skills. Strengths include leading projects and learning new concepts with ease. Strong attention to detail along with the ability to see the big picture. Excellent computer skills.

  • Accounting understanding
  • Recordkeeping skills
  • Healthcare billing proficiency
  • Compensation/payroll
  • Microsoft Office proficiency
  • Insurance eligibility verifications
  • Telephony
  • Allscripts superuser
  • Epic EMR
  • Medical terminology
  • Meticulous attention to detail
  • Results-oriented
  • Self-directed
  • Time management
  • Strong problem solver
  • Dedicated team player
  • Professional and mature
  • Independent worker
  • Employee relations
  • Excellent customer service
  • Auditing proficiency
  • Invoice processing
Business Office Coordinator 07/2019 Current Southcoast Behavioral Health Hospital Dartmouth, MA
  • Account receivables
  • Cash posting proficient
  • Verified eligibility and benefits
  • File and followed up on third party claims
  • Researched denials and resubmitted corrected claims within payer time table.
Payroll/ Billing Coordinator 02/2019 09/2019 Active Home Care - Wareham Wareham, MA
  • Monitor telephony and verify visits within time constraints
  • Responded to requests for information as company expert on payroll operations
  • Collected records for over 120 hourly employees, and reviewed for accuracy
  • Enter and edit employee schedules
  • Calculated overtime, vacation sick hours and other categories of time
  • On-boarded new employees in the time reporting and payroll systems
  • Billing and accounts reconciliation
Hospice Team Coordinator- Weekends 10/2018 09/2019 Southcoast VNA Fairhaven, MA
  • Monitor Nursing and Aide staff schedules.
  • Assisting patients and patient caregivers with questions and concerns.
  • Entering referral information into Epic EMR
  • Staffing new and unscheduled cases for Hospice team.
Payroll Coordinator 04/2018 02/2019 Premier Home Health Care Services, Inc Fall River, MA
  • Monitor telephony and verify visits within time constraints
  • Responded to requests for information as company expert on payroll operations
  • Collected records for over 90 hourly employees, and reviewed for accuracy
  • Enter and edit employee schedules. Calculated overtime, vacation sick hours and other categories of time
  • Generated relevant paperwork and payroll reports
  • On-boarded new employees in the time reporting and payroll systems
Billing/Payroll Specialist 02/2016 04/2018 Personal Touch Home Care North Dartmouth, MA
  • Verified patients' eligibility and claims status with insurance agencies.
  • Submitted and tracked prior authorization request.
  • Diligently filed and followed up on third party claims.
  • Researched denials and resubmitted corrected claims within payer time table.
  • Communicated with various departments.
  • Processed payroll.
  • Monitored vacation accrual.
  • Responded to employee inquiries regarding payroll and timekeeping.
  • Onboarded new employees in the time reporting and payroll systems.
Medical Records Coordinator- Supervisor 05/2004 02/2016 Personal Touch Home Care North Dartmouth, MA
  • Managed medical records department and supervised personnel within the department
  • Performed clerical duties, such as word processing, data entry, answering phones and filing
  • Coordination of professional staff schedules
  • Protect the security of medical records to ensure that confidentiality is maintained. Review records for completeness, accuracy, and compliance with regulations
  • Assisted in training staff with the implementation of electronic record
Education and Training
2017 Associate of Science: Bristol Community College - Life Sciences Fall River, MA
2006 Certification: Salter School - Health Claims Specialist Fall River, MA
2003 Certification: Computer Ed Institute - Medical Administration Assistant Brockton, MA
Activities and Honors
Effective Communication - BCC