DIAN HERRERA
Sarasota,FL
Summary
Customer Service Specialist with over 20 years of cross-functional experience spanning the hospitality, real estate and dental industries. Enthusiastic professional with drive and determination to succeed in new business development and about working with people, contributing to great outcomes. Excellent communicator skilled at relating with people at all levels and offering flexibility of working well on teams or individually.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Florida Licensed Realtor
Preferred Shore Real Estate
01.2023 - Current
- Florida licensed realtor specializing in international relocations, investment properties, and first-time buyers
- Assisted first-time homebuyers in navigating real estate market, leading to successful purchases and happy homeowners.
- Collaborated with mortgage lenders to secure financing options for clients, expediting closing process.
- Negotiated favorable terms for clients during contract discussions, ensuring their best interests were represented.
- Increased home sales by providing exceptional customer service and maintaining strong relationships with clients.
- Streamlined home buying process for clients, resulting in quicker closings and satisfied customers.
- Hosted engaging open houses that showcased properties'' unique features, increasing buyer interest and offers received.
- Successfully managed diverse portfolio of properties, including residential homes, condominiums, and investment properties.
- Expanded client base through targeted networking efforts and referral programs, resulting in increased business opportunities.
- Delivered regular updates on property activity reports to sellers, keeping them informed throughout entire transaction process.
- Leveraged social media platforms to expand online presence, connecting with potential clients and showcasing available properties.
- Facilitated smooth transactions by coordinating with various stakeholders such as title companies, inspectors, appraisers, and attorneys.
- Maintained up-to-date knowledge of local market trends and regulations, providing valuable insights and advice to clients.
Dental Receptionist
The Smile Mission
03.2024 - 04.2024
- Co-Managed dental office, including opening & closing of facility, security system operation, facility upkeep, & management of utilities
- Independently performed patient dental scans using relevant equipment: CBCT 3D image, panoramic, 4 bite wings, and x-ray
- Checked-in patients, conducted patient treatment consultations, explained treatment plans and features in detail, coordinated referral appointments, and addressed any other patient questions or challenges in a professional manner
- Assisted full time medical assistants with patient treatments, including handling of equipment, cleaning of facility & equipment
- Scheduled patient exam treatments, managed insurance billing, processed payments, calculated client promotion rates
- Used Open Dental Software to manage check-ins, payments, and treatment plans
- Assisted patients to coordinate with Smile Mission remote team to verify health insurance eligibility, approval, and patient identity
- Upsold patient treatment plans ($20k+), assisted with patient payment refinancing, pursued past due payments
- Coordinated treatment plans as directed by Doctors, including details related to patients, schedules, exact treatment, payment, tools, and hygiene, all in accordance to each patient's exact physical needs
- Responsible for high volume patient intake (100+ patients per day), to assist Bradenton office launch
- Gained direct hands on knowledge of dental terminology, dental office management, patient management, software uses, equipment handling, HIPPA rules, dental insurance processes, team management, sales and revenue generation, and client service.
- Enhanced patient satisfaction by efficiently managing appointment scheduling and confirmations.
- Increased office efficiency with meticulous record-keeping of patient information, treatment plans, and payment history.
- Facilitated communication between dentists, dental assistants, and patients to ensure optimal care coordination.
- Improved billing accuracy by diligently verifying insurance coverage and updating patient financial records accordingly.
- Maintained a clean and welcoming reception area for patients, contributing to a positive dental visit experience.
- Ensured patient privacy by adhering to all HIPAA regulations during the collection, storage, and sharing of sensitive information.
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Completed new patient registrations in software to create accurate and comprehensive records.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Managed office bookkeeping with insurance billing and patient payments.
Customer Service Agent
American Airlines
01.2022 - 02.2024
- Responsibilities include comprehensive domestic and international ticketing functions, computerized boarding pass issuance, flight announcements, seat assignments, ticket sales, upgrades, day of and future date ticketing
- Managed guest needs during off-schedule operations including rerouting travel itineraries, assisting customer with special needs (disabilities, etc.), and assisting with connecting flights and boarding
- Secured appropriate airport authority and/or Customs security badges, if applicable
- Demonstrated extraordinary customer service and customer engagement in environment of hospitality within team of over 50 employees at SRQ Airport from different backgrounds
- Demonstrated ability to work under pressure, handle multiple projects concurrently while paying close attention to detail and customer service
- Known for exceptional interpersonal skills with ability to interact effectively with all levels of management and public including international travelers
- Well known for being familiar with international Airport codes, multiple languages and cultures, and needs of travelers from all backgrounds.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Collaborated with team members to develop innovative solutions for complex customer problems.
- Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Implemented new strategies to reduce average call handle time while maintaining excellent service quality.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Adapted to new applications and maintained knowledge of current technologies.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Arts - Tourism Management
Stimi Handayani University
Bali, Indonesia09.2012
Bachelor of Arts - Economics & Tourism
Stimi Handayani University
Bali, Indonesia07.2011
Associate of Arts - Tourism Management
Gadjah Mada University
Jogja, Indonesia07.2005
Skills
- Customer Service
- Punctual & Reliable
- Empathetic & Caring
- Contract Negotiation
- Leasing and Sales
- Hard Working
- Data Entry
- Enthusiastic
- Team Player
- Multi-Lingual
- Financial Analysis Capabilities
- Dental Office Management
- Dental Treatment Management
- Dental Scans
- Dental Software
- Dental Treatment Plans
- Dental Insurance processing
- Patient Relations
- HIPAA Compliance
- Administrative Support
- Front Office Management
- Excellent multitasking capability
- Medical Billing
- CPR Certified
- Adaptable and Flexible
- Medical Report Preparation
Certification
- CIPS - Certified International Property Specialist, National Ass. of Realtors (2023)
- LHC - Luxury Homes Certification, Residential Real Estate Council (2023)
- ABR - Accredited Buyer's Representative, National Association of Realtors (2024)
- Customer Service Agent Training, American Airlines, Inc. (2022)
- English Language Certification, Cambridge English School of Language (Sing.) (2010)
- Internationally Certified in Cabin Safety & Service, Garuda Indonesia Airlines (2003)
Affiliations
- Greater Sarasota Chamber of Commerce (Sar., FL)
- Manatee Chamber of Commerce (Bradenton, FL)
- Global Business Council, National Assoc. of Realtors
- Friends of The Legacy Trail (Sarasota, FL)
- Friends of Myakka River (Sarasota, FL)
- International Real Estate Federation, USA Chapter (Paris, France)
- Rotary Club of Bali Taman (Bali, Indonesia)
- Bali International Women's Association (Bali, Indonesia)
Awards
- Over 50 Customer Service Awards, American Airlines Inc. (from customers, coworkers, stakeholders, and AA, Inc. Management team) (2023 - 2024)
- Ambassador, Clean Batik Initiative, EKONID (German-Ind. Chamber of Industry & Comm.) (2012)
- Miss Indonesia Contestant, Awarded Miss Congeniality (Bengkulu, Indonesia) (2007)
Timeline
Dental Receptionist
The Smile Mission
03.2024 - 04.2024
Florida Licensed Realtor
Preferred Shore Real Estate
01.2023 - Current
Customer Service Agent
American Airlines
01.2022 - 02.2024
Bachelor of Arts - Tourism Management
Stimi Handayani University
Bachelor of Arts - Economics & Tourism
Stimi Handayani University
Associate of Arts - Tourism Management
Gadjah Mada University
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