Looking for a job

Antonio Rocha

@antoniorocha

Message

I improve customer operations through service, training, workflow optimization, and bilingual support.

Guatemala

Message

What I'm looking for

I'm looking for a role where I can improve customer operations, solve complex inquiries, support team training, and contribute to efficient workflows in a collaborative environment.

I've supported customer operations at TELUS Digital Guatemala and 247.ai Guatemala, resolving inquiries, improving workflows, and adapting across multinational teams.

At 247.ai, I implemented and managed an online ticketing system that reduced team response time by 30%. I also analyzed customer feedback for management and helped deliver staff training programs.

I'm currently studying International Relations at Universidad Rafael Landívar while building on my experience in customer service, operational support, mentoring, and process improvement.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

TELUS Digital Guatemala

Mar 2024 - Apr 2025 (1 year 1 month)

Completed operational training across three departments, gaining comprehensive technical knowledge and adapting to multiple internal roles. Provided personalized guidance and mentoring to new hires and staff in transition, accelerating improvements in key performance metrics.

Customer Service Mentorship Training Process Optimization Adaptability Teamwork Operational Autonomy Trend Analysis

Customer Service Agent

247.ai Guatemala

Jul 2021 - Nov 2021 (4 months)

Resolved day-to-day customer inquiries and complaints, maintaining high standards of satisfaction and retention. Implemented and managed an online ticketing system, reducing the team's response time by 30%.

Customer Service Ticketing Systems Training Feedback Analysis Strategic Planning