Bianca Swaray
Brooklyn,NY
Summary
Customer-focused with 7 years of experience across diverse systems and applications. Skilled in troubleshooting, multitasking, and delivering rapid issue resolution with strong communication and customer service. Team-oriented, motivated to maintain satisfaction, and contribute to company success. Open to 2nd/3rd shift.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Registration Specialist
PPL
New York, New York
11.2024 - Current
- Oversee escalated customer situations by employing in-depth knowledge of policies, billing, and services to resolve concerns
- Investigate complex issues: research account history, service records, billing discrepancies, or technical service interruptions to find root causes (Time 4 Care app) telephony system.
- sometimes tasked with completing 100-150 emails a day
- Walk users through account setup, log-in issues, password resets, and profile updates.
- Diagnose and resolve errors related to timesheets not submitting or being rejected.
EVV mobile app (GPS, login, clock in/out).
Direct deposit or payment-processing delays caused by system errors. - Escalate unresolved or complex issues to higher-level IT support level 2
- Maintained a high level of confidentiality when handling sensitive patient data, adhering to HIPAA regulations.
Shareholder Service Representative
BNY Mellon
New York, NY
10.2022 - 11.2025
- Maintained voluntary/retirement accounts
- Changed addresses, trades, preauthorized contributions
- Sent out forms to shareholders
- Deescalated irate Shareholders Asked probing questions to determine service needs and accurately input
- Information into electronic systems
- Consulted with customers to resolve service and billing issues
- Troubleshooting proficiency Documentation & reporting Exceptional telephone etiquette Microsoft Office expert Experience with Cisco networking Customer Relations Accomplished with mobile devices
- De-escalated problematic customer concerns, maintaining calm, friendly
- Resolved service requests by individually troubleshooting and addressing user issues
- Reset passwords and pins
- Troubleshoot applications
- Maintained records, logs and lifecycle documentation of work requests
Remote Customer Service
Asm Research
Fairfax, VA
08.2021 - 10.2022
- Motivated and encouraged team members to communicate more openly and constructively with each other
- Handled delegated tasks
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Consulted with customers to resolve service and billing issues.
Self Employed
Maplebear Inc.
12.2016 - 07.2021
- Satisfied customers with quick, accurate service under tight deadlines
- Maintained positive relationships with grocery store personnel by being consistently professional and friendly
- Exceeded customer expectations consistently as evidenced by highest feedback ratings, frequent repeat customers and increasingly high tips
- Assisted teammates with daily tasks during peak periods
- Multi-tasked with multiple customers using via chat box
- Implemented troubleshooting techniques to resolve issues.
Education
Some College (No Degree) in Business Administration -
Delaware Technical and Community College
High School Diploma -
West Chester Bayard Rustin High School
West Chester, PA06.2012
Skills
- Troubleshooting proficiency
- Documentation & reporting
- Exceptional telephone etiquette
- Microsoft Office expert
- Experience with Cisco networking
- Customer Relations
- Accomplished with mobile devices
- Patient and diligent
- Vast technical knowledge
- Effective problem-solving skills
- CRM software
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Resolved service requests by individually troubleshooting and addressing user issues
- Reset passwords and pins
- Troubleshoot applications
- Maintained records, logs and lifecycle documentation of work requests
- Proactively monitor systems for potential issues and perform routine
Certification
- Project management, Google, 06/2022
- IT Professional, Google, 04/2023
Timeline
Registration Specialist
PPL
11.2024 - Current
Shareholder Service Representative
BNY Mellon
10.2022 - 11.2025
Remote Customer Service
Asm Research
08.2021 - 10.2022
Self Employed
Maplebear Inc.
12.2016 - 07.2021
High School Diploma -
West Chester Bayard Rustin High School
Some College (No Degree) in Business Administration -
Delaware Technical and Community College