Eunice Sarmiento

EUNICE SARMIENTO Taguig City, Philippines |-| - TRAINING AND QUALITY | CUSTOMER SUCCESS | CUSTOMER SUPPORT | AI TRAINING Results-driven professional with 8+ years of experience across customer support, customer success, training, quality assurance, and AI data training. Proven ability to design and deliver effective training programs, conduct quality evaluations, optimize processes, and support customer retention and satisfaction. Experienced in LMS administration, QA audits, coaching, onboarding, and AI model evaluation in fast-paced, remote environments. WORK EXPERIENCE Customer Success Manager Eva Commerce - Independent Contractor February 2025 - July 2025 Owned end-to-end customer relationships, including onboarding, implementation, training, adoption, and retention. Served as the primary point of contact for client support via email and live chat (Tidio), resolving inquiries, troubleshooting issues, and escalating feedback to internal teams. Built trusted advisor relationships with customers, including C-level stakeholders, to understand business needs and drive product value. Maintained and tracked customer success metrics, engagement data, and retention indicators. Developed and updated customer-facing resources such as FAQs, help articles, and support documentation. Partnered with marketing and product teams to communicate feature updates and align customer experience initiatives. Ensured timely responses and high customer satisfaction while managing multiple client accounts. Advanced AI Data Trainer Invisible Technologies - Independent Contractor July 2024 - Present Created high-quality training data by generating and annotating example conversations for AI model learning. Evaluated AI outputs against defined quality criteria, identifying errors, gaps, and behavioral inconsistencies. Conducted stress testing to uncover edge cases and failure scenarios, contributing to model recovery improvements. Collaborated with cross-functional teams to support AI model training and finetuning initiatives. Performed quality control checks on labeled datasets and model outputs to ensure accuracy, consistency, and alignment with project benchmarks. Documented findings and provided feedback to improve AI performance and reliability. WORK EXPERIENCE Customer Support Trainer Clipboard Health - Independent Contractor February 2022 - June 2024 Designed, maintained, and delivered remote onboarding programs for newly hired customer support agents. Created and updated training materials, schedules, trackers, and SOPs using LMS (Lessonly), Google Docs, and presentations. Prepared, administered, and graded monthly knowledge assessments and performance evaluations. Identified skill gaps through assessment results and QA feedback, then developed targeted training plans. Delivered refresher training sessions to reinforce knowledge and improve agent performance. Conducted 1:1 coaching sessions with new and existing agents, tracking progress and areas for improvement. Built and shared training dashboards and effectiveness reports with stakeholders. Professional, Service Quality Assurance Ingram Micro Philippines BPO LLC June 2021 - January 2022 Served as a primary trainer and quality specialist, delivering onboarding and continuous training for customer support agents in both in-person and remote settings. Designed, maintained, and facilitated new hire training programs, including lesson plans, schedules, trackers, and instructional materials. Developed and administered monthly knowledge assessments to measure training effectiveness and agent readiness. Conducted quality evaluations of customer interactions (calls, emails, and tickets) using defined QA scorecards and performance metrics. Analyzed QA and assessment results to identify skill gaps, trends, and root causes impacting customer experience. Delivered structured coaching sessions and actionable feedback to improve agent performance and adherence to quality standards. Prepared and presented training and quality performance reports, dashboards, and insights to leadership and stakeholders. Led refresher training sessions to reinforce knowledge, address recurring quality issues, and improve overall service performance. Collaborated with operations and leadership teams to align training initiatives with quality goals and business objectives. WORK EXPERIENCE Associate Professional, Service Quality Assurance Ingram Micro Philippines BPO LLC January 2019 - June 2021 Served as a training-focused QA professional, delivering onboarding and continuous training for customer support agents. Designed, maintained, and facilitated new hire training programs, including lesson plans, schedules, trackers, and learning materials. Developed and administered knowledge assessments to evaluate agent readiness and training effectiveness. Conducted refresher training sessions to reinforce product knowledge, tools, and customer service best practices. Partnered with quality and operations teams to align training content with performance standards and customer experience goals. Supported early-stage quality monitoring and coaching initiatives to improve agent performance. Prepared training dashboards, reports, and documentation for stakeholders. Customer Service Advisor Ingram Micro Philippines BPO LLC June 2017 - January 2019 Provided customer support for business clients using the Shipwire platform. Resolved complex customer issues and handled escalations. Served as a Subject Matter Expert, assisting teammates with ticket resolution and process questions. Maintained high service quality while meeting SLA and productivity targets. Technical Support Representative Convergys, Inc February 2015 - May 2017 Delivered technical support to consumer and business clients. Troubleshot software and hardware issues on computers and related devices. Handled escalated cases requiring advanced problem-solving and customer communication. SKILLS & TOOLS Customer Support & Success Customer onboarding & adoption Ticket management & escalation handling SLA management & customer satisfaction (CSAT) Client communication & stakeholder management Training & Quality Agent onboarding & continuous training QA audits, scorecards & evaluations Coaching & performance feedback Knowledge assessments & LMS administration (Lessonly) Instructional design & facilitation AI & Data AI data training & fine-tuning AI quality control & evaluation Annotation, validation & model testing Root cause analysis Process & Documentation SOP creation & process documentation Knowledge base & training content development Workflow optimization Tools & Platforms Zendesk, Dynamics 365, Tidio, Five9, Salesforce LMS (Lessonly) Jira, Trello Slack, Notion, MS Teams Google Workspace (Docs, Sheets, Slides, Sharepoint) Microsoft Office (Word, Excel, PowerPoint) Microsoft Power BI (basic) Technical Software & hardware troubleshooting Data analysis, reporting & dashboards EDUCATIONAL BACKGROUND BS Applied Mathematics (Undergraduate) University of the Philippines Los Baños June 2009 - December 2014