Luis Rocha Email & Phone Number

Hi, my name is Luis!As a bilingual Customer Service Representative with over 5 years of experience in trust and safety, I am recognized for my outcome-driven approach and attention to quality. I have had the privilege of working with multiple Fortune Global 500 companies, including Accenture and BC Forward, where I have honed my skills in trend analysis, policy suggestions, and workflow improvement. I am skilled in triaging cases, handling high-priority escalations, and providing timely updates and resolution summaries to ensure customer satisfaction. I am a quick learner who adapts to new processes and policy changes, and I remain up-to-date with all tool and workflow-related changes to ensure a high level of quality.Throughout my career, I have demonstrated my ability to resolve complex client and employee appeals, review flagged content, and implement company policies. At Accenture LLP, I have achieved KPIs such as case resolution rate within target time frames and initiated regular contact with multiple teams to improve triage methods, resulting in a reduction in misaligned triages and increased efficiency. I have also provided expert support to team members on gray area policy concerns and tooling issues, resulting in an increase in productivity and a reduction in errors. My strong analytical skills, attention to detail, and ability to identify common trends have enabled me to document and analyze prioritized data for each relevant workflow, generating actionable insights that have informed the decision-making process and driven process improvement.I am passionate about my work, and I believe that I can make a significant contribution to any team. My core competencies include platform experience, trend analysis, research, process improvement, project management, and quality control. I am also fluent in Spanish, which has enabled me to communicate with a broader range of clients and team members. As a 2X Legendary Impact Award recipient ranked in the top 3% of performers, I am committed to achieving excellence in all that I do. Whether working independently or as part of a team, I am confident that I can provide expert support, drive process improvement, and enhance the user experience for all stakeholders.I look forward to connecting with you here on LinkedIn.

Listed skills include Customer Experience, Comms Creation, Sales Process, Customer Contact, and 46 others.

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  Eisenhower High School

  General Studies