Rochenel Graenard Sarmiento

Rochenel Graenard Sarmiento Cebu City Philippines-linkedin.com/in/rochenel27 Summary Experienced Team Lead with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Contact Centers, Back Office Operations, Customer Experience, Data Analysis, and Inbound Marketing. Strong information technology professional graduated from University of Cebu. Experience Support Team Lead Yotpo Mar 2019 - Present (1 year 11 months +) - Proposing KPIs, Targets, Headcounts and incentives to the clients - Assisting agents to make sure that they have knowledge they need to pass their metrics - Pacifying escalated / irate tickets Team Leader Tasks Everyday Mar 2019 - Present (1 year 11 months +) - Proposing KPIs, Targets, Headcounts and incentives to the clients - Assisting agents to make sure that they have knowledge they need to pass their metrics - Pacifying escalated / irate tickets Remote Desktop Support Accenture Jul 2016 - Nov 2017 (1 year 5 months) Remote and Phone assistance for all computer and other gadgets such as Printer/Fax/Scanner, Smart Home, Mobile and etc. Inbound Sales Representative Telstra Jul 2015 - Jul 2016 (1 year 1 month) - Mainly handles incoming calls about customers who wants to subscribe to Telstra (Internet, Foxtel cable, mobile phones) - Also assist customers with their billing and technical inquiries Sales Team Lead Aegis PeopleSupport, Inc. Dec 2014 - Jul 2015 (8 months) Rochenel Graenard Sarmiento - page 1 - Assisting agents to make sure that they have knowledge they need to pass their metrics - Making sure that we have enough heads to cover the shift - Pacifying escalated / irate calls Inbound Sales Representative Aegis PeopleSupport, Inc. Dec 2012 - Dec 2014 (2 years 1 month) - Taking inbound calls for Expedia - Help customers book packages (Flights, Hotels, Cars and activity tickets) Education University of Cebu Information Technology 2009 - 2011 Skills Customer Experience • Inbound Marketing • Back Office Operations • Contact Centers • Data Analysis Rochenel Graenard Sarmiento - page 2