Dairin Bello
Deltona,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in backend management software and public service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with my clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Service Specialist I
Duke Energy
06.2023 - Current
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
- Maintained accurate records of all customer interactions for reporting purposes and ongoing process improvements.
- Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Responded to customer requests for products, services, and company information.
- Positively engaged with customers and maintained professional appearance as company representative.
CSR - Customer Service Representative
Duke Energy
06.2021 - 06.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Subject Matter Expert
Duke Energy
05.2022 - 08.2022
- As a Subject Matter Expert (SME), I help with new hire training classes, making sure the expectations are met, making sure the content is fully grasped, and supporting with technical questions related to my level of experience.
- Analyze Dunning problems resolution and report for emergencies, electrical trouble requests,
- Increased training efficiency by working closely with supervisor and coworkers, asking questions, and giving honest, detailed feedback.
- Maintained high levels of efficiency during training by taking detailed notes and asking questions.
- Completed documentation and reports for business records.
- Closely monitored calls and procedures to identify potential areas for improvement.
- Gathered, organized and input information into digital database.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
Subject Matter Expert
SYKES
02.2020 - 06.2021
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
- Developed business cases, presentations and reports for senior management.
- Documented client progress through case notes and documentation.
- Designed and prepared technical reports, studies and related documentation.
- Developed, prepared and reviewed reports and studies to identify and recommend engineering solutions.
- Managed various stages of construction projects.
- Collected, arranged and input information into database system.
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
- Coached staff on daily performance and conducted evaluations to constructively address concerns.
- Increased understanding of payment processing software industry processes by assisting with training tasks.
Priority Customer Service for Vendor (Stripe)
SYKES
05.2019 - 06.2021
- Representative for vendor (Stripe), Manage inbound questions for largest users partnered with Stripe
- Interact with users via email, phone, and chat
- Represent Stripe, Inc
- At the initial point of contact with important and strategic users
- Analyze and evaluate users’ specific account setups and previous interactions to recommend solutions to their questions that would best fit their needs
- Meet and exceed personal targets in a fun and challenging team environment
- Escalate complex user issues to Stripe internal UO team sand provide context to the reason for the escalation
- Be able to deliver conclusions from data given to you (EX: suggesting training needs based on previous ticket volume)
- Work to resolve user issues within first contact, escalating only as needed due to access restrictions or technical complexity Identify opportunities to improve the user experience with better tooling or product fixes
Costumer Service, Stock Clerk and Cashier Associated
Goodwill Industries Of Central Florida
07.2018 - 05.2019
- Collected and authorized payments.
- Responded to customer requests for products, services and company products
- Answered questions about store policies and addressed customer concerns.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Supported loss prevention goals by monitoring shopper behavior.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
Store Clerk
Good Source Solutions
05.2018 - 07.2018
- Assisted customer by locating items, processing payments and carrying out heavy purchases.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
- Performed inventory control, such as counting and stocking merchandise.
Insurance Agent Assistant
Hispana De Seguros, S.A, Distrito Capital
03.2017 - 06.2017
- Skills: Costumer Service, Costumer Assistance in Health Insurance.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Handled client correspondence and tracked records to foster office efficiency.
- Processed eligibility and benefits verification and authorization requests.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Followed up on denials, late payments, extensions and other special circumstances.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Maintained confidentiality of patient finances, records and health statuses.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
Team Leader - Project Management
HMO Servisalud, Distrito Capital
03.2013 - 04.2015
- Management of Risk and Management of marketing strategies and Quality of Costumers Services
- Identified plans and resources required to meet project goals and objectives.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Provided management for internal personnel, contractors and vendors.
- Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Sales Associate/Customer Service
Movilnet
05.2012 - 10.2013
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Prepared merchandise for sales floor by pricing or tagging.
Health Insurance Agent
Segunet 24, C.A, Distrito Capital
06.2011 - 02.2013
- Payment to Suppliers with the tasks of: Analysis of Account Statements, direct attention to the Supplier, execution of Payment Order and Cancellation settlements for medical services rendered, formulation of
- Analysis formats and reconciliation of Account Statements
- Loss settlement and audit in the Primary Care area, Guarantee Letter and 24-hour Emergency.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Performed research to collect and record industry data.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Finalized sales and collected necessary deposits.
- Conducted annual reviews of existing policies to update information.
- Collected, analyzed and validated agency commissions.
Administrative Assistant
A.C.S Laptop Service, C.A
02.2007 - 10.2007
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Handled client correspondence and tracked records to foster office efficiency.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
Education
High school - Science Education
U.E Edoardo Crema
Caracas Venezuela 06.2007
Technical Degree - Insurance And Risk Management Administration
IU Technological
Caracas Venezuela 07.2017
College Degree - Law
Universidad Catolica Andres Bello
Caracas Venezuela Skills
- Microsoft Office Business (8 years)
- Customer Service
- Call Center
- Customer Support
- CSR (10 years)
- Multilingual
- Live Chat (3 years)
- User Experience (UX)
- WordPress
- User Interface (UI) (3 years)
- Agile
- Zendesk (3 years)
- Microsoft Excel (10 years)
- Account Management
- Report Creation
- Customer Relations
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Word
- Credit Card Payment Processing
- Stocking and Replenishing
- Active Listening
- Retail Sales Customer Service
- Report Preparation
- POS Systems Expertise
- Call Triaging
- Training Development Aptitude
- System Implementation
- Receiving Support
- Stock Management
- Technical Support
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Additional Information
- Willing to relocate to: Deltona, , FL - - , Authorized to work in the US for any employer
- https://www.linkedin.com/in/dairin-bello-178467160 Certifications and Licenses , Life Insurance Internship
Certification
Course In human relationships and conflict resolution
Languages
Spanish
Native or Bilingual
Portuguese
Limited Working
Timeline
Business Service Specialist I
Duke Energy
06.2023 - Current
Subject Matter Expert
Duke Energy
05.2022 - 08.2022
CSR - Customer Service Representative
Duke Energy
06.2021 - 06.2023
Subject Matter Expert
SYKES
02.2020 - 06.2021
Priority Customer Service for Vendor (Stripe)
SYKES
05.2019 - 06.2021
Costumer Service, Stock Clerk and Cashier Associated
Goodwill Industries Of Central Florida
07.2018 - 05.2019
Store Clerk
Good Source Solutions
05.2018 - 07.2018
Insurance Agent Assistant
Hispana De Seguros, S.A, Distrito Capital
03.2017 - 06.2017
Team Leader - Project Management
HMO Servisalud, Distrito Capital
03.2013 - 04.2015
Sales Associate/Customer Service
Movilnet
05.2012 - 10.2013
Health Insurance Agent
Segunet 24, C.A, Distrito Capital
06.2011 - 02.2013
Administrative Assistant
A.C.S Laptop Service, C.A
02.2007 - 10.2007
High school - Science Education
U.E Edoardo Crema
Technical Degree - Insurance And Risk Management Administration
IU Technological
College Degree - Law
Universidad Catolica Andres Bello
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