# Juan Bautista De La Cruz Ogando

Juan Bautista De La Cruz Ogando is a remote worker on Himalayas, Back Office Analyst at Deel, based in Dominican Republic.

Source: https://himalayas.app/@juanbautistadelacruz

```text
Senior customer support and operations specialist driving onboarding, troubleshooting, and process automation.
```

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Dominican Republic |
| Authorized to work in | Dominican Republic |
| Salary expectations | 10k-20k USD |
| Job categories | Customer Support Specialist, Back Office Specialist, Customer Success Manager, Technical Support Specialist, Operations Specialist, Client Onboarding And Training Specialist, Floor Support, Account Management, SaaS Support Specialist, Senior Customer Support Specialist, Customer Support Expert |
| Skills | Bridges, Customer Support, Back Office, Onboarding, Technical Troubleshooting, Process Automation, LMS Support, Zendesk, Jira, SaaS Workflow Knowledge, Client Onboarding, Interpersonal Skills, Self motivated, Customer Service, Deel |

## What I'm looking for

```text
I am seeking a customer-focused role that leverages onboarding and technical support skills, values process improvement, and offers growth in operations or customer success.
```

## About

```text
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

### Back Office Analyst

[Deel](https://himalayas.app/companies/deel). Jul 2024 - Dec 2025

```text
Served as primary onboarding and support contact, trained customers on platform functionality, and implemented automation that reduced handling time by 35%.
```

Skills: Customer-Onboarding, Automation, Zendesk, Jira, Technical-Troubleshooting, CRM, Process-Improvement

### Customer Service Specialist

[The New York Times](https://himalayas.app/companies/the-new-york-times). Nov 2022 - Jan 2024

```text
Managed end-to-end subscriber experience, resolved complex billing and delivery issues, and promoted upgrades that increased subscription revenue by 5%.
```

Skills: Technical-Troubleshooting, Revenue-Growth, Customer-Retention, CRM, Upselling, Account-Support

### Customer Service Specialist

[Verizon](https://himalayas.app/companies/verizon-wireless). Jul 2022 - Jan 2024

```text
Provided technical troubleshooting and account management, supported agents to reduce handling time by 20%, and drove revenue via strategic upselling.
```

Skills: Technical-Support, Account-Management, Upselling, Troubleshooting, CRM, Floor-Support, Customer-Retention

### Customer Service Specialist

[FedEx](https://himalayas.app/companies/fedex). Nov 2018 - Jun 2022

```text
Managed shipment tracking and delivery inquiries, resolved lost/damaged shipment complaints to restore customer trust, and contributed to a 2% reduction in call volumes.
```

Skills: Logistics-Support, Shipment-Tracking, Conflict-Resolution, Customer-Service, CRM, Floor-Support

## Education

### Universidad Abierta Para Adultos

Bachelor's Degree, Accounting

Activities and societies: EF SET English Certificate (C2 Proficient)

```text
Bachelor's Degree in Accounting expected in 2026.
```

## Tech stack

- Gmail
- Zendesk
- Jira
- Deel
- Phase
- Bridge

To contact Juan Bautista, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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