Jose Paez Email & Phone Number

Austin, Tx, Us

Remote First, Us

Lead strategy and cross-functional initiatives to optimize Customer Success operations and improve the user experience for Coinbase's premium customers. Focusing on data-driven insights and customer feedback, I work closely with Operations, Product, and Analytics teams to drive impactful improvements across the platform.

San Francisco, Ca, Us

Specialize in developing and executing project plans to define and build our global Growth strategy. My role involves gathering insights on Customer Success's opportunities for enhanced efficiency and service quality. I collaborate on product launches, orchestrating cross-functional efforts and ensuring seamless implementation. Serving as the organizing force, I bring together all stakeholders, driving workstreams toward common goals. I excel in providing comprehensive change management for global initiatives, leaving no detail overlooked and accounting for all impacts. Additionally, I ensure organizational key performance indicators (KPIs) are met through effective program management.

Austin, Texas, Us

As the leader of our dynamic 5-person Enablement and Programs team within Revenue Operations, my role centers on harnessing advanced AI chatbots, self-serve documentation, and churn reduction strategies to elevate the customer experience and fuel business growth. With over 2 million customer touchpoints a year, my responsibilities encompass orchestrating the development and successful execution of over 17 Customer Care programs, managing a repository of 8,000 external and internal documents, and working closely with Support leadership and various stakeholders throughout the organization to proactively address customer concerns and enhance overall satisfaction.Furthermore, I spearhead enablement initiatives for new products and foster collaboration with cross-functional teams, including Revenue Operations, Product & Engineering, Sales, and Marketing, ensuring the seamless execution of product launches and updates.

Austin, Texas, Us

Responsible for the development, coordination, and maintenance of key customer experience initiatives, including the creation and management of the quick course and refresher platform, internal CX knowledge base, curated content program with self-study resources, and the management of a 16-person SME program, as well as the Support Mentorship Program and Engineer-Support Rotation Program. In this role, I was responsible for overseeing knowledge base management and serving as a content curator for the Support Center. Additionally, I was responsible for maintaining system and vendor relationships for CX systems, and collaborating with the L&D team to develop and deliver ongoing training programs and strategies.

Us

Lead the development and communication team, as well as oversee the management of volunteers. Was responsible for creating and executing effective communication strategies, including the development of press releases, social media campaigns, email and newsletter content. Also be responsible for managing fundraising, events, web marketing, e-commerce, and Hope campaigns. Additionally, I acted as the IT lead for the agency, managing and maintaining the agency's technology infrastructure.

Us

Responsible for the management and execution of various programs and initiatives, including events, marketing strategies, webinars, and client tracking systems. Additionally, I provided IT support, managed and recruited volunteers, and worked closely with the Director to implement volunteer activities. My role also included providing presentations and outreach to generate awareness for the organization's mission and programs.

Orchestrated the end-to-end development and implementation of a robust sales platform, which encompassed crafting persuasive sales scripts, meticulously monitoring key performance metrics, and harnessing the power of CRM tools for enhanced productivity. My responsibilities extended to sitting alongside the team and executing proactive outbound B2B prospecting campaigns and expertly handling account development calls, thereby driving lead generation efforts and maintaining productive engagement with both new prospects and existing clientele.Played a pivotal role in maintaining exceptional customer satisfaction and experiences for our current subscription customers. My commitment to troubleshooting and providing ongoing support ensured the seamless functioning and satisfaction of our valued customers.

Seattle, Wa, Us

As a Lead Agent for HomeAway (acquired by Expedia), I managed teams in Colombia, Brazil, and Argentina to review and approve listings, photos, and post-production tasks for property managers and owners. I also worked with technical support and Trust and Security teams to address client concerns and provided training for back-up agents. I supported travelers, owners, and property managers by providing excellent customer service via phone and email, staying up-to-date on product changes, and advocating for customer needs by suggesting improvements. Additionally, I was a member of the Social Media Team and worked to build brand awareness and create content for social media.

New York, Ny, Us

Responsible for prospecting and qualifying new business leads for the company's digital marketing solutions. Responsible for reaching out to potential clients through various channels, such as email, phone, and social media, and nurturing those leads until they are ready to be passed on to the sales team for further development.

Los Angeles, Ca, Us

One-year program. Increased product sales, brand recognition, consumer loyalty and excitement on my campus through Rockstar’s proven College Ambassador Program. Contractor/Ambassadors are responsible for promoting the ROCKSTAR product to the desired demographics, and managing the ROCKSTAR brand on such campuses. We are responsible for penetrating and growing the ROCKSTAR brand on our campus through product trials, sampling and providing product to influential students and notable events on campus.

Newport Beach, Ca, Us

Formal Builder formerly T.E.A.M (Travel, Entertainment, and Marketing)Semester-long program. In charge of managing a brand awareness campaign for T.E.A.M. services and Marketing Clients. Actively spreading the word about T.E.A.M.’s services to assist Greek’s with their Greek Formals and other Group Travel events. We used some cool and innovative techniques to create awareness through your campuses different departments and through an already established social network.

Pgp-Dsba, Data Science & Business Analytics

Master Of Business Administration - Mba, International/Global Studies

Ba, Psychology; Business Administrations

High School Diploma