Junior Rondon
@juniorrondon
Customer support and operations specialist improving billing accuracy and KPIs.
Dominican RepublicWhat I'm looking for
I’m a results-driven Customer Support and Operations Specialist with 4+ years of experience in remote customer service, billing operations, QA auditing, and team leadership. I’ve built strong outcomes by managing high-volume customer interactions, resolving billing discrepancies, and raising AHT, CSAT, and QA compliance through coaching and process optimization.
At Thryv (Remote), I supported high-volume billing operations by resolving discrepancies and maintaining accuracy across customer accounts. I managed daily interactions across phone, chat, and email, documented billing cases in CRM systems, and performed billing audits and reconciliations to keep records clean and compliant.
Previously at ADT Security Services, I led support operations as a Team Manager / Customer Specialist through QA call audits and structured coaching. I improved agent performance and escalation management, strengthened first-call resolution, and reduced escalations by reinforcing SOP compliance and applying de-escalation techniques.
Experience
Work history, roles, and key accomplishments
Supported high-volume billing operations in a remote environment by resolving discrepancies and maintaining accurate customer account records. Performed billing audits/reconciliations and collaborated cross-functionally to strengthen first-call resolution and de-escalation outcomes.
Led customer support operations focused on coaching, QA, and KPI improvement. Conducted QA call audits, delivered structured agent coaching, improved AHT/CSAT/QA compliance through workflow optimization, and reduced escalations/transfers by reinforcing SOP adherence.
Provided frontline customer support in a fast-paced environment, resolving issues using CRM tools and knowledge bases while maintaining documentation quality and SOP compliance. Managed 30–50+ daily customer interactions and used de-escalation techniques to reduce friction and protect customer satisfaction.
Education
Degrees, certifications, and relevant coursework
American Dominican University
Operations Specialist Program, Operations Specialist
2020 - 2022
Completed the Operations Specialist Program at American Dominican University from 2020 to 2022.
U.E. Manuel V. Romero G.
High School Diploma, Secondary Education
2011 - 2016
Completed a High School Diploma at U.E. Manuel V. Romero G. from 2011 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
Dominican RepublicAuthorized to work in
Job categories
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