Open to opportunities

Luis Rozo

@luisrozo

Message

I scale LATAM operations and customer experience through AI automation, governance, and cross-functional execution.

Brazil

Message

What I'm looking for

I'm looking to lead scalable operations and CX strategy where I can apply AI automation, governance, P&L ownership, and cross-functional execution across complex regional teams.

At Rappi, I lead regional CX and operations strategy across nine LATAM markets, coordinating internal squads and a 400-FTE BPO ecosystem. I translate executive priorities into operating models, governance, and measurable delivery.

I directed the business-side Kustomer-to-AWS Connect migration for Courier channels and designed AI-powered QA prompts that expanded interaction coverage from under 5% to about 98%. That work improved quality visibility and reduced DSAT from 65% to 44%.

I’ve also led a 350-FTE nearshoring program from Colombia to Peru in 90 days, redesigned onboarding to reduce early rider churn by about 12%, and built the operating model for Rappi Diamond/Turbo, reaching roughly 15-second first response times and an 85% resolution rate.

Previously at Transcom and Teleperformance, I owned P&L, Tier 1 client relationships, workforce planning, quality, continuous improvement, and account growth for brands including Walmart, Disney, AT&T, Comcast, and UHC. I bring a Six Sigma-driven approach to building practical governance, automation, and scalable customer operations.

Experience

Work history, roles, and key accomplishments

Current

Regional Strategy and CX Manager

Current

Rappi

Sep 2024 - Present (1 year 11 months)

Owns regional CX & Operations strategy across 9 LATAM markets, managing internal squads and a 400-FTE BPO ecosystem. Directed platform migration, AI-powered QA automation, and cross-functional task forces.

CX Strategy Operations Management AI Automation Prompt Design Kustomer AWS Connect Figma OKRs Vendor Management BPO Management Cross functional Leadership Data Analysis Process Design

Director of Client Operations

Transcom

Feb 2023 - Jul 2024 (1 year 5 months)

Led strategic and commercial direction of a multi-vertical client portfolio, owning executive relationships with Tier 1 accounts like Walmart and Disney. Drove account growth and operational excellence.

Client Operations Account Management Zendesk CRM Administration P&L management Budget Management Contract Negotiation Team Leadership Coaching Performance Management Workforce Planning

Senior Business Manager

Transcom

Jun 2022 - Jan 2023 (7 months)

Owned end-to-end P&L for assigned service lines, managed full client lifecycle from RFP through go-live, and led workforce planning to ensure SLA compliance.

P&L management Client Lifecycle Management RFP Workforce Planning SLA Operations Management

Account Manager

Teleperformance

Jan 2020 - Jun 2022 (2 years 5 months)

Served as dedicated Account Manager for AT&T, designing and executing strategies to lift productivity, efficiency, and profitability. Owned annual operating budgets and SOW/KPI compliance.

Account Management Budget Management KPI Management Productivity Improvement Profitability Analysis

Nearshore Quality Manager

Teleperformance

Jan 2016 - Jan 2020 (4 years)

Led Quality Assurance and Continuous Improvement for Comcast and UHC, embedding Six Sigma and RPA initiatives into daily decision-making.

Quality Assurance Continuous Improvement Six Sigma UHC Process Improvement

QA Analyst

Teleperformance

Oct 2014 - Jan 2016 (1 year 3 months)

Started career at Teleperformance, building the quality discipline and client-management foundation that anchors a Six Sigma-driven approach to operations.

Quality Assurance Six Sigma Process Improvement