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Daurys Pérez

@daurysprez

Message

I resolve complex customer claims, billing disputes, and logistics issues for global brands.

Dominican Republic

Message

I've supported FedEx and The New York Times accounts, resolving high-volume customer issues across logistics, claims, subscriptions, technical troubleshooting, and billing.

At Teleperformance, I handled cargo tracking and complex shipping claims, resolving 50+ daily issues involving delayed, damaged, or lost shipments. I reduced average resolution time by 15% while maintaining 95% customer satisfaction.

I documented detailed CRM case histories to coordinate with logistics agents, customs clearance, and warehouse teams, while staying fully compliant with international shipping policies.

At Outplex, I managed subscriber communications and retention for The New York Times, saving 20% of accounts attempting to cancel. I'm a native Spanish speaker with fluent professional English and a focus on clear, de-escalating customer support.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Outplex

Jun 2024 - Jan 2026 (1 year 7 months)

Handled inbound communications for subscription management, technical troubleshooting, and billing inquiries for a global subscriber base. Executed retention strategies, saving 20% of accounts attempting to cancel, and consistently exceeded KPIs for first contact resolution and average handle time.

Customer Support Subscription Management Technical Troubleshooting Billing Customer Retention KPI Management CRM Omni Channel Support

Customer Service & Claims Expert

Teleperformance

Jun 2021 - May 2024 (2 years 11 months)

Managed high-priority logistics inquiries, cargo tracking, and complex billing claims for US-based customers, ensuring compliance with international shipping policies. Resolved over 50 daily customer issues, reducing resolution time by 15% and achieving 95% customer satisfaction.