Jose Reyes Zepeda
@josereyeszepeda
Customer operations leader specializing in CRM automation, support processes, and team training for SaaS and startups.
ZimbabweWhat I'm looking for
I am a customer operations professional with 8+ years of experience optimizing support and CRM processes for startups and SaaS teams. I focus on using automation and clean CRM practices to improve response times and service quality.
In my recent role as Customer Operations Manager, I implemented HubSpot and Zapier workflows, maintained CRM data integrity, and developed training programs that contributed to a measurable increase in customer satisfaction.
Previously, I deployed a new support ticketing system and created documentation that reduced response times by 15%, and I have supported project management activities including KPI tracking, onboarding, and client communication.
I am driven to build efficient support operations, document and share best practices, and train teams so organizations deliver consistent, high-quality customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Operations Manager
Sauna Marketplace
Dec 2023 - Present (2 years 3 months)
Implemented and optimized HubSpot and Zapier automation workflows to improve operational efficiency and maintained CRM data integrity; developed training materials and increased customer satisfaction by 15% through feedback-driven improvements.
Customer Support Specialist
Learning Genie
Aug 2022 - Nov 2023 (1 year 3 months)
Implemented a new customer support ticketing system reducing response times by 15% and created documentation and training materials to improve team efficiency and product feedback loops.
Assistant Project Manager
Modsquad
Aug 2021 - Aug 2022 (1 year)
Supported project managers in coordinating operations across client projects, monitored agent performance and KPIs, assisted with scheduling and onboarding, and communicated with stakeholders to maintain alignment.
Customer Service Representative
Mott & Bow
Jan 2021 - Jul 2021 (6 months)
Handled customer inquiries across email, chat, and social media, managed returns and order issues to ensure smooth post-purchase experiences, and conducted proactive outreach to reduce churn.
Education
Degrees, certifications, and relevant coursework
Liceo Jesús de Nazaret
Associate Degree, Hospitality Administration
Completed an Associate Degree in Hospitality Administration with coursework focused on hospitality operations and service management.
Availability
Location
ZimbabweAuthorized to work in
Job categories
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