Summary
Overview
Work History
Education
Skills
Timeline
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Daniel Duca

Tampa,FL

Summary

Dedicated Customer Service Professional with proven success in fast paced, team-based environments. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.

Overview

19
19
years of professional experience

Work History

Billing Specialist

Seamless AI
04.2024 - 08.2025
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Worked with multiple departments to check proper billing information.
  • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
  • Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
  • Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
  • Identified opportunities for process improvement, leading to more streamlined billing operation.
  • Enhanced customer satisfaction with timely and accurate invoice generation.

Implementation Specialist

Seamless AI
09.2022 - 04.2024
  • Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
  • Developed strong relationships with clients, fostering trust and confidence in the implementation process.
  • Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
  • Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.
  • Served as a subject matter expert for both internal teams and clients during the implementation process, providing guidance and clarification when needed.

Customer Success Manager

KnowBe4
04.2022 - 08.2022
  • Assisted SMB accounts with onboarding and product setup to foster successful adoption and usage of education software.
  • Established strong relationships with key leaders, resulting in increased customer loyalty.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.

Corporate Escalations Specialist

Spectrum
10.2020 - 08.2022
  • Serves as primary fulfillment group for all corporate escalations.
  • Works directly with senior and executive leadership, regarding escalations from sources such as Government Agencies, Legal and Media.
  • Performs extensive research to identify root cause to escalation, while working efficiently and effectively under deadline.
  • Organizes customer's escalation by chain of events, identifying any process breaks within company.
  • Effectively liaison between customers and internal departments, to ensure customer satisfaction.

Internet/Voice Customer Service Representative

Spectrum
11.2018 - 10.2020
  • Quickly and efficiently assisted customers with Internet and Phone service technical support in high volume call center.
  • Utilized multiple systems simultaneously, such as CRM and ticketing databases, in order to accurately assist customers with their concerns.
  • Multitask to repair services using patience and effective communication skills to troubleshoot customer needs, leaving positive experiences.
  • Meeting and exceeding monthly goals for call metrics, ranking as top performer for 2019 and 2020.

Server/Expeditor

John Harvard's Brew House
03.2006 - 11.2012
  • Performed duties of hospitality in fun and energetic restaurant environment.
  • Assisted head chef with kitchen duties such as food running, kitchen maintenance, and food preparation.
  • Promoted to Head Expediter for back of house staff, assisting with prompt and accurate food order.

Administration/Office Data Entry Clerk

Nikon
08.2011 - 03.2012
  • Data entry of various types of cameras, accessories, and parts.
  • Demonstrated close attention to detail by determining each products outcome or worth.
  • Entered data of over 100 cameras into company system, SAP each workday.
  • Sorted and filed each camera based on ID number and condition.
  • Inter-office responsibilities.
  • Clerical duties, such as answering phones, faxing, and scanning.
  • Customer service by contacting customers, if needed.
  • Warehouse Help, if needed.

Server

TGI Fridays
01.2013 - 11.2018
  • Greeting guests with genuine charisma, building rapport, and ensuring enjoyable quality dining experience.
  • Promptly and accurately took food and beverage requests from guests.
  • Strong ability to upsell new and current menu items to guests using small talk and fun conversation.
  • Provided fast and friendly service in high energy restaurant environment.

Education

High School Diploma -

Ward Melville Senior High School
East Setauket, NY
06.2004

Skills

  • Efficient and Detail-Oriented
  • Customer account management
  • Multitasking and Prioritization
  • Time Management
  • Verbal and Written Communication
  • Strong Analytical and Problem Solving Skills
  • Team-Oriented and Cooperative
  • Computer Proficiency
  • CRM Software
  • Salesforce
  • Training and mentoring
  • Microsoft Office Suite

Timeline

Billing Specialist

Seamless AI
04.2024 - 08.2025

Implementation Specialist

Seamless AI
09.2022 - 04.2024

Customer Success Manager

KnowBe4
04.2022 - 08.2022

Corporate Escalations Specialist

Spectrum
10.2020 - 08.2022

Internet/Voice Customer Service Representative

Spectrum
11.2018 - 10.2020

Server

TGI Fridays
01.2013 - 11.2018

Administration/Office Data Entry Clerk

Nikon
08.2011 - 03.2012

Server/Expeditor

John Harvard's Brew House
03.2006 - 11.2012

High School Diploma -

Ward Melville Senior High School

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