Juan L.
Customer experience associate
Notable Highlight
Over five years of experience in customer experience, technical support, and SaaS operations, supporting U.S. and international customers.
Experience Summary
Juan Esteban J. Peña is a bilingual Technical Account Manager and Customer Experience professional with over five years of experience supporting SaaS platforms, customer operations, technical support, and logistics. He managed complex customer escalations, collaborated with product, operations, and engineering teams to resolve technical issues, and improved workflows through process optimization and automation. His experience includes customer success, stakeholder management, technical troubleshooting, team leadership, and operational analysis using HubSpot, Zendesk, Airtable, Zapier, Google Sheets, and Power BI. He led customer support teams, managed high-volume customer interactions, and delivered high-quality service in fast-paced, customer-facing environments across SaaS and logistics industries.
Key Achievements
Managed complex customer escalations and operational incidents by coordinating cross-functional teams across operations, product, customer experience, and technical departments to resolve platform and service issues efficiently. Improved operational workflows through automation using Airtable, Zapier, HubSpot, and Google Sheets, leveraging customer feedback and data analysis to enhance service delivery. Led and coached a team of 15–25 customer support professionals, driving performance improvements through quality reviews, coaching, and process optimization. Built strong customer relationships across SaaS, travel, and logistics environments while consistently meeting customer satisfaction, quality, and performance targets.
Skills
Work Experience
Sales Specialist
OTD · Bogotá, Colombia · Apr 2026 – Present
- Manage customer interactions and consultative sales conversations in a high-volume environment.
- Identify customer needs and recommend appropriate products and service solutions.
- Consistently achieve performance metrics related to sales conversion, customer satisfaction, and quality assurance.
- Build strong customer relationships through effective communication and problem-solving.
- Utilize CRM systems and internal tools to maintain accurate account records.
Customer Experience & Operations Specialist
TH · Bogotá, Colombia · Jan 2024 – Feb 2026
- Served as a primary point of contact for travelers, partners, and internal stakeholders during pre-trip and live-trip operations.
- Managed complex escalations and operational incidents, coordinating resolution efforts across Operations, Product, CX, and Technical teams.
- Investigated platform-related issues, identified root causes, and collaborated with technical teams to implement solutions.
- Supported workflow optimization through Airtable, HubSpot, Zapier, and Google Sheets automations.
- Analyzed operational data and customer feedback to improve processes and customer experience.
- Managed multiple concurrent projects and time-sensitive workflows while maintaining high service quality.
Customer Operations Supervisor
Fou. · Colombia · May 2022 – Dec 2023
- Led and coached a team of 15–25 customer support professionals in a KPI-driven environment.
- Served as the primary escalation point for complex customer and operational issues.
- Conducted performance coaching, quality reviews, and development planning.
- Partnered with operations and quality leaders to identify process improvement opportunities.
- Used Zendesk, Google Sheets, and Power BI to analyze trends and drive operational improvements.
Bilingual Customer Support Specialist
S(EA · Bogotá, Colombia · Oct 2021 – May 2022
- Supported high-volume logistics operations involving shipment delays, delivery issues, and customer inquiries.
- Coordinated with multiple departments to resolve time-sensitive logistics cases.
- Delivered bilingual customer support in English and Spanish.