Open to opportunities

Miguel Angel Rocha

@miguelangelrocha

Message

Experienced customer service representative with a focus on problem-solving.

Guatemala

Message

What I'm looking for

I am looking for a role that values customer experience and offers opportunities for growth.

I am a dedicated customer service professional with over 10 years of experience in providing exceptional support and resolving consumer requests. My journey has equipped me with a strong technical problem-solving skill set, particularly in the BPO industry, where I have excelled in roles such as Real Time Analyst and Customer Experience Analyst.

Throughout my career, I have consistently demonstrated my ability to manage and analyze customer interactions effectively. My work at Telus Digital has allowed me to hone my skills in monitoring real-time dashboards and utilizing tools like Zendesk and Salesforce to enhance customer satisfaction. I take pride in my achievements, including being recognized as a top performer multiple times, which reflects my commitment to delivering quality service.

Experience

Work history, roles, and key accomplishments

Current

Operations Representative

Current

Telus Digital

Jan 2023 - Present (2 years 4 months)

Responsible for providing support to users reporting bad actors within the Hinge platform. Managed ticket resolutions through Zendesk and communicated with the escalations team via Slack. Engaged in content moderation to ensure appropriate app usage.

Zendesk Slack Google Sheets Content Moderation Customer Support CRM Platforms Email Communication Problem Solving Technical Support

Purchase Order Specialist

HCL Guatemala

Feb 2021 - Feb 2022 (1 year)

Managed the acquisition and proper management of purchase orders to facilitate billing processes. Provided immediate assistance to support departments regarding purchase order issues.

Billing Customer Support Problem Solving Communication Skills Team Collaboration

Real Time Analyst

Telus Digital

Aug 2020 - Feb 2021 (6 months)

Supervised incoming and outgoing calls, submitted advanced reporting for SLA visibility, and assisted operations in resolving priority issues. Updated decks for WBR, MBR, and QBR presentations.

Call Supervision SLA Problem Solving Data Analysis Communication Skills Presentation Skills Excel

Customer Experience Analyst

Telus Digital

Sep 2018 - Aug 2020 (1 year 11 months)

Conducted audits on calls, emails, and legal processes. Created Excel reports for QA performance visibility and provided feedback to team members to enhance customer service skills.

Quality Assurance Auditing Customer Service Skills Communication Skills Problem Solving