Justin Sime
Santo Domingo
Summary
Customer service professional with 6+ years of experience across multiple industries, including customer support, collections, and team supervision. Proven ability to deliver high-quality service, resolve complex customer issues, and build strong client relationships. Demonstrates strong leadership skills through experience supervising teams, monitoring performance, and coaching agents to achieve operational goals and high levels of customer satisfaction.
Skilled in communication, problem-solving, and multitasking in fast-paced environments. Recognized for maintaining high service standards, improving customer retention, and contributing to efficient team performance. Committed to delivering positive customer experiences while supporting business growth and operational excellence.
Overview
8
8
years of professional experience
Work History
Self-Employed
(Confidential Client)
Santo. Domingo, Dominican Republic
05.2022 - Current
- Self-employed professional managing a privately operated business. Responsible for overseeing operations, managing client relationships, and ensuring high-quality service delivery while maintaining strict confidentiality standards. Experienced in business development, problem-solving, and operational management.
Customer Service Representative
The Office Gurus
Santiago, Dominican Republic
07.2023 - 12.2025
- Customer Care professional with experience in the initial case management process within a law firm. Specialized in receiving, assessing, and categorizing client inquiries to accurately identify the nature of each case and route it efficiently to the appropriate legal department. Recognized for strong communication, organization, and attention to detail, ensuring a professional client experience and effective case distribution within the legal team.
Collections Specialist
ERC (Enhanced Resources Center)
Santo Domingo , Dominican Republic
10.2021 - 05.2023
- Managed assigned accounts and worked directly with customers to resolve outstanding balances through professional and compliant collection practices. Conducted outbound and inbound communications to negotiate payment arrangements, provide account information, and guide customers through available resolution options. Maintained accurate account documentation, ensured compliance with company policies and regulations, and consistently focused on delivering respectful customer interactions while achieving recovery targets.
- Maintained accurate records of all collection activities and communications.
- Analyzed account data to identify trends and improve collection strategies.
- Collaborated with team members to streamline collection processes.
English Teacher
Academia Europea
Santo Domingo, Dominican Republic
08.2021 - 01.2022
- Planned and delivered engaging English language lessons tailored to students’ learning levels and objectives. Developed instructional materials, classroom activities, and assessments to support language acquisition in reading, writing, speaking, and listening. Evaluated student progress, provided constructive feedback, and created individualized learning strategies to support students with different learning needs. Maintained a structured and positive classroom environment that encouraged participation and continuous improvement.
- Developed engaging lesson plans aligned with curriculum standards.
- Fostered a positive learning environment through effective classroom management.
- Implemented diverse teaching strategies to accommodate different learning styles.
- Evaluated student progress using various assessment tools and techniques.
Customer Service Chat Representative
Teleperformance
Santo Domingo , Dominican Republic
02.2021 - 06.2021
- Provided real-time customer support via chat for users of the Turo platform, assisting both vehicle owners and renters with inquiries related to reservations, account access, policies, and transaction issues. Resolved customer concerns efficiently while maintaining high service standards and a positive user experience. Demonstrated strong problem-solving skills, attention to detail, and the ability to manage multiple conversations simultaneously in a fast-paced, remote environment while adhering to company guidelines and performance metrics.
- Assisted customers by resolving inquiries through live chat support.
Customer Service Supervisor
Advensus
Santo Domingo, Dominican Republic
08.2019 - 02.2021
- Supervised and supported a team of customer service representatives to ensure high-quality service delivery and achievement of performance targets. Monitored team performance, provided coaching and feedback, and assisted agents in resolving complex customer issues. Ensured compliance with company policies, quality standards, and operational procedures. Collaborated with management to improve processes, enhance customer satisfaction, and maintain a productive and motivated team environment.
- Supervised daily operations and ensured compliance with company policies.
- Trained and mentored new customer service representatives on best practices.
- Resolved customer inquiries and escalated complex issues to management.
- Developed and maintained customer service procedures for team efficiency.
Customer Service Representative
Convergys
Santo Domingo, Dominican Republic
08.2018 - 01.2019
- Assisted customers with inquiries and resolved issues promptly.
- Managed high volumes of calls while maintaining customer satisfaction.
- Documented customer interactions in the CRM system accurately.
- Collaborated with team members to improve service processes and efficiency.
- Provided product information and recommendations to enhance customer experience.
- Handled escalated complaints with professionalism and empathy.
Education
Medicine
Universidad Autónoma De Santo Domingo
Santo Domingo03-2026
Skills
- Customer Service Management
- Team Leadership and Supervision
- Customer Support (Chat, Phone and Email)
- Customer Retention and Satisfaction
- Conflict Resolution and Problem Solving
- Account Management
- Collections and Payment Negotiation
- Client Relationship Management
- Performance Monitoring and Coaching
- Quality Assurance and Compliance
- Multitasking in Fast-Paced Environments
- Communication and Interpersonal Skills
- Training and Mentoring Team Members
- Retail and Business Operations
- Time Management and Organizational Skills
Timeline
Customer Service Representative
The Office Gurus
07.2023 - 12.2025
Self-Employed
(Confidential Client)
05.2022 - Current
Collections Specialist
ERC (Enhanced Resources Center)
10.2021 - 05.2023
English Teacher
Academia Europea
08.2021 - 01.2022
Customer Service Chat Representative
Teleperformance
02.2021 - 06.2021
Customer Service Supervisor
Advensus
08.2019 - 02.2021
Customer Service Representative
Convergys
08.2018 - 01.2019
Medicine
Universidad Autónoma De Santo Domingo