Hi, I’m
Bianca Iran Castañeda
Summary
Collaborative and results-driven operations and customer service professional with a strong background in logistics coordination, account management, and customer experience delivery. Proven ability to drive results, resolve complex issues, and foster growth through effective communication, critical thinking, and a customer-centric approach. Adept at building and maintaining strong relationships with cross-functional teams, stakeholders, and customers, with a focus on delivering exceptional outcomes and driving business success through teamwork and open communication.
Overview
11
years of professional experience
Work History
Discover Financial Services
IT Support Specialist/ CSR
09.2023 - Current
Job overview
- Ensured compliance with bank policies, procedures, and regulations in all transactions
- Utilized effective communication, probing questions, and critical thinking to identify member needs and provide solutions.
- Educated members on Discover Bank's digital tools and resources to enhance user experience.
- Managed multiple systems and programs while delivering exceptional member experiences.
- Demonstrated empathetic understanding, attentive listening, and professional demeanor.
Baby’s First Ultrasounds
Front Desk Receptionist
12.2021 - 12.2024
Job overview
- Coordinated patient scheduling, optimizing efficiency through software utilization.
- Delivered exceptional patient support via professional communication.
- - Accurately recorded and collected patient charges, driving revenue growth.
- Managed patient accounts with accurate and up-to-date records.
Amazon.com, Inc.
Dispatch Operation Specialist
09.2019 - 03.2024
Job overview
- Coordinated logistics between drivers, warehouses, and third-party locations.
- Mitigated planned and unplanned events impacting delivery routes.
- - Provided real-time support to Amazon Drivers via phone, chat, and sms text.
- Utilized computer skills and software proficiency (Microsoft Office, Slack, and other Amazon tools)
- Resolved customer concerns promptly in a timely manner
Delta Managment Assosiates
Customer Service Representative
12.2013 - 09.2019
Job overview
- Provided comprehensive, strategic payment solutions to costumers over the phone, take down details of their current financial status, and help find a payment plan that worked best for each individual either up-front or scheduled payment plans Answered 30-60 inbound calls each day to handle various concerns about their debt situation
- Protected customer and company information with strict use of established security procedures
- Resolved issues based on thorough investigations of concerns
- Updated records with all interactions and customers transactions.
Education
UEI CollegePhoenix, AZ
from Medical Billing And Coding
Skills
- Software CRM system proficiency
- Logistics management, coordination, and planning
- Critical thinking, analytical skills, and effective decision-making
- Excellent communication, conflict resolution, and active listening
- Self-motivated, proactive, and receptive to feedback
Timeline
IT Support Specialist/ CSR
Discover Financial Services
09.2023 - Current
Front Desk Receptionist
Baby’s First Ultrasounds
12.2021 - 12.2024
Dispatch Operation Specialist
Amazon.com, Inc.
09.2019 - 03.2024
Customer Service Representative
Delta Managment Assosiates
12.2013 - 09.2019
UEI College
from Medical Billing And Coding
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