Juan Bautista De La Cruz Ogando
@juanbautistadelacruz
Senior customer support and operations specialist driving onboarding, troubleshooting, and process automation.
What I'm looking for
I am a senior customer support and operations specialist with eight years delivering high-tier support and operational improvements for global companies including Deel, Verizon, FedEx, and The New York Times. I specialize in platform onboarding, technical troubleshooting, and translating complex engineering issues into clear customer solutions.
At Deel I served as primary point of contact during customer setup, trained users on platform features, and implemented automations that reduced handling time by 35%. At Verizon and The New York Times I resolved complex billing and account issues, supported agents to lower handling time by 20%, and helped drive subscription and upsell revenue growth.
I bring strong interpersonal communication, CRM experience (Zendesk, Jira), SaaS workflow knowledge, and a proactive, customer-first ethos to every role. I am focused on continuous improvement, operational efficiency, and delivering measurable results that enhance customer satisfaction and business outcomes.
Experience
Work history, roles, and key accomplishments
Served as primary onboarding and support contact, trained customers on platform functionality, and implemented automation that reduced handling time by 35%.
Managed end-to-end subscriber experience, resolved complex billing and delivery issues, and promoted upgrades that increased subscription revenue by 5%.
Customer Service Specialist
Verizon
Jul 2022 - Jan 2024 (1 year 6 months)
Provided technical troubleshooting and account management, supported agents to reduce handling time by 20%, and drove revenue via strategic upselling.
Managed shipment tracking and delivery inquiries, resolved lost/damaged shipment complaints to restore customer trust, and contributed to a 2% reduction in call volumes.
Education
Degrees, certifications, and relevant coursework
Universidad Abierta Para Adultos
Bachelor's Degree, Accounting
Activities and societies: EF SET English Certificate (C2 Proficient)
Bachelor's Degree in Accounting expected in 2026.
Availability
Location
Authorized to work in
Salary expectations
Job categories
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