Luis Acosta

Led a Spanish-speaking team supporting an international banking client, driving consistent achievement of KPIs, SLAs, quality, and productivity through coaching and development plans. Acted as the primary escalation point for complex issues while ensuring compliance with banking regulatory standards and aligning service delivery with client objectives.

Managed end-to-end Accounts Payable operations for Amazon across Europe (Spain, France, Belgium, Italy) and LATAM (Mexico), handling payment inquiries, vendor master data, and compliance. Optimized AP workflows and led escalations and process improvements that reduced payment delays and improved vendor satisfaction, while developing and scaling a high-performing AP team.

Led and developed a bilingual analyst team supporting Amazon’s Spanish-speaking market by driving operational excellence through leadership and process optimization. Implemented targeted coaching to improve accuracy, productivity, and quality, overseeing quality assurance, workflow coordination, conflict resolution, and performance evaluations.

Managed overdue customer accounts for international shipping clients, ensuring timely payments and resolving disputes while meeting KPI and SLA targets. Conducted daily Spanish collection calls, negotiated payment arrangements, escalated critical credit-risk concerns, and implemented solutions to reduce aging receivables.

Led end-to-end operations for a US healthcare insurance client, overseeing claims processing, enrollment, and customer service with full HIPAA and regulatory compliance. Trained and developed a high-performing team, monitored KPIs and performance trends, and implemented corrective actions to improve operational results and service delivery.

Supervised a customer service team of 20+ representatives for a major US telecommunications client, consistently exceeding KPIs for quality, adherence, and customer satisfaction. Built coaching plans and performance scorecards, produced daily/weekly dashboards for leadership, and implemented strategies that measurably improved customer experience.

Provided Tier 2 technical support for AT&T U-Verse services as an escalation point for 30+ front-line agents, mentoring on troubleshooting methodologies and CRM usage. Performed call quality audits, identified knowledge gaps, coached teams to improve QA scores, and helped develop corrective training plans to improve FCR rates.

Delivered premium customer support for AT&T telecommunications services, handling billing, technical issues, and service changes with high accuracy. Became a go-to resource for complex explanations and de-escalation, reducing complaint escalations, and documented customer pain points to support process improvements.

Earned a Master of Business Administration (MBA) with specialization in Business Administration and Management.

Completed a Mini MBA focused on Organizational Leadership.

Studied English as a Foreign Language in London.