Juan Bautista De La Cruz Ogando

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.