Johan Baez
Sabaneta,Dominican Republic
Summary
Dedicated Customer Service Specialist with over three years of experience in chat, email, and phone support, assisting customers, troubleshooting issues, and processing payments. Proven ability to enhance customer satisfaction, resolve inquiries efficiently, and drive sales through consultative conversations. Strong background in CRM systems, problem-solving, and customer retention.
Overview
9
9
years of professional experience
Work History
ESL Teacher & Center Supervisor
English by Immersion Program, MESCyT
Santiago Rodriguez, Dominican Republic
12.2018 - Current
- Successfully taught over 1,000 students in an immersive English program, enhancing their language proficiency and career opportunities
- Managed center operations, ensuring smooth daily workflows, student engagement, and curriculum execution
- Assisted students in job placement and professional development
Customer Service & Sales Specialist
OutPLEX
Remote
01.2022 - 12.2023
- Provided chat-based customer support for The New York Times subscribers, assisting with account access and billing
- Processed subscription upgrades, renewals, and cancellations, focusing on customer retention and upselling
- Consistently ranked as a top performer for customer satisfaction (95%) and quality assurance
Customer Service & Sales Specialist
Ecco Outsourcing Group
Santiago, Dominican Republic
07.2016 - 11.2018
- Supported customer inquiries for 15+ major brands, including Verizon, AT&T, Sprint, Home Depot, and Macy’s
- Processed payments, refunds, and service transfers with accuracy and compliance
- Maintained high customer satisfaction and 90% QA scores
- Promoted to a sales role in the Comcast campaign, exceeding sales targets and improving customer retention
Education
Bachelor’s - Modern Languages
Universidad Autónoma de Santo Domingo (UASD)
12.2027
English by Immersion Program -
MESCyT
12.2016
Skills
- Customer Support & Issue Resolution
- Sales & Lead Conversion
- Payment Processing & Refund Handling
- Customer Retention & Relationship Management
- CRM & Ticketing Systems
- Team Collaboration & Leadership
- Multitasking & Time Management
- Technical Troubleshooting
Languages
- Fluent in English
- Fluent in Spanish
Timeline
Customer Service & Sales Specialist
OutPLEX
01.2022 - 12.2023
ESL Teacher & Center Supervisor
English by Immersion Program, MESCyT
12.2018 - Current
Customer Service & Sales Specialist
Ecco Outsourcing Group
07.2016 - 11.2018
Bachelor’s - Modern Languages
Universidad Autónoma de Santo Domingo (UASD)
English by Immersion Program -
MESCyT
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