Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Bianca Swaray

New Castle,DE

Summary

Personable and dedicated Customer Service Representative with an broad experience in Help desk (IT) industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.

Seeking remote/ 2nd shift or 3rd shift opportunities

Overview

7
7
years of professional experience
1
1
Certification

Work History

CSR /Help Desk Technician

BNY Mellon
New York, NY
11.2022 - Current
  • Maintained voluntary/retirement accounts
  • changed addresses, trades, pre authorized 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.
  • 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 maintenance tasks to prevent problems from arising.

Remote Customer Service

Asm Reseach
Fairfax , VA
09.2021 - 11.2022
  • 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.
01.2017 - 08.2021
  • 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 issue.

Education

High School Diploma -

West Chester Bayard Rustin High School
06.2012

Some College (No Degree) - Business Administration

Delaware Technical And Community College

Skills

  • Customer Service
  • Responsible and Punctual
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty Data Entry and Maintenance
  • High-Energy Attitude
  • Customer Relations
  • De-escalation Techniques
  • Detail Oriented
  • Responding to Difficult Customers
  • Data Entry
  • Issue and Complaint Resolution
  • CRM Software
  • chat box

Certification

  • [Project management], Google, June 2022
  • [IT Professional], Google - April 2023

Timeline

CSR /Help Desk Technician

BNY Mellon
11.2022 - Current

Remote Customer Service

Asm Reseach
09.2021 - 11.2022

Self Employed

Maplebear Inc.
01.2017 - 08.2021

High School Diploma -

West Chester Bayard Rustin High School

Some College (No Degree) - Business Administration

Delaware Technical And Community College

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Bianca Swaray