Santiago Rocha

I am a bilingual (Spanish–English) administrative and customer support professional with hands-on experience in customer experience, social media management, and virtual assistance across healthcare and freelance creative services. I combine empathy, clear communication, and problem-solving to deliver high-impact, patient- and client-centered support.

In clinical and dental office settings I managed multichannel patient communications, optimized appointment scheduling, simplified complex medical information for patients, and supported international clients. As a freelance designer I prospected and closed creative service contracts, negotiated project terms, and maintained client relationships through tailored follow-up and content creation.

I have worked in BPO and retail customer experience environments delivering measurable improvements in customer satisfaction, QA metrics, and handle times. My medical studies at Pontificia Universidad Javeriana ground my approach in clinical empathy, critical thinking, and cultural sensitivity.