Rossen Grace Sarmiento

ROSSEN GRACE SARMIENTO-· linkedin.com/in/sensarmiento/ · - BPO professional with over 17 years of progressive experience in telecommunications through a plethora of platforms including handling Social Media channels, with cross functional leadership across different levels of management with recognized skills and proficiency in root cause analysis, process improvement through Kaizen, bringing efficiency through a well-developed business acumen, and success and employee satisfaction through active engagement. EXPERIENCE JANUARY 2020 - PRESENT OPERATIONS MANAGER FOR SOCIAL MEDIA SUPPORT CONSUMER ELECTRONICS - ZEEYA DIGITAL Managed day to day Reputation Services and Social Media Marketing for 9 Social Media profiles through strategy development, daily management based on content, and result driven reports. Responsible for daily overview, support, and calibrated responses based on dynamic quality standards and audits through remotely managing a select team of Technical Support specialists. JANUARY 2019 – AUGUST 2020 SR. OPERATIONS MANAGER FOR SOCIAL MEDIA GLOBE TELECOM - TECH MAHINDRA LTD 24/7 Service Delivery through Public and Private engagements for 8 Facebook Pages and 3 Twitter Profiles supporting Wireless and Wireline After Sales, Customer Service, Customer Experience Recovery, Social Listening, and Analytics. Responsible for Client Services and Engagement as well as the delivery of 80% Service Level per hour while maintaining above target performance for measures of Customer Experience through cross functional team leadership and focus on developing internal leaders for 400 associates. FEBRUARY 2018 – DECEMBER 2019 SR. OPERATIONS MANAGER FOR MEDIA AND ENTERTAINMENT HOOQ SINGAPORE PTE. LTD. - TECH MAHINDRA LTD Service Delivery for Customer Service Support and Subtitle QA and Validation for Filipino, English, Bahasa Indonesia, and Thai languages. Responsible for ensuring adaptive technology and leadership coverage to deliver above target performance for measures on Process Compliance and Customer Experience. DECEMBER 2015 – JANUARY 2018 OPERATIONS MANAGER FOR NEW MEDIA (CHAT, EMAIL, VIDEO HOTLINE) GLOBE TELECOM - TECH MAHINDRA LTD 24/7 Service Delivery through non-traditional customer service channels including Web Chat, SMS Chat, Email, and Video Hotline supporting After Sales and Support for Store Personnel as well as Consumers. Responsible for the Client Engagement and Service delivery of 80% Service Level per hour for all Lines of businesses while meeting different Net Promoter Score targets. JULY 2013 – NOVEMBER 2015 OPERATIONS MANAGER FOR TELECOMMUNICATIONS SPRINT COLLECTIONS AND VERIZON CUSTOMER SERVICE - AFNI PHILIPPINES Managed a team of 90 associates through internally developed leaders for Verizon Customer service and for Sprint Collections. SEPTEMBER 2012 – MARCH 2013 PROJECT MANAGER TOWN WEB DESIGN LLC Handled multiple Town and City Websites from point of sale to design, development, transition and training, while maintaining immediate responses for Customer Support. FEBRUARY 2012 – JULY 2012 INDEPENDENT CONTRACTOR APRIL 2008 – JANUARY 2012 CUSTOMER SATISFACTION MANAGER / Client Services SPRINT CUSTOMER SERVICE - TELEPERFORMANCE PHILIPPINES Managed Site wide Analyses for Action plans and Process improvement for Customer Experience metrics: CSAT, Agent Performance, Net Promoter Score, and Issue Resolution and led Internal and External Projects for Client Initiatives NOVEMBER 2005 – MARCH 2008 TEAM LEADER SPRINT CUSTOMER SERVICE - TELEPERFORMANCE PHILIPPINES Managed front-line teams delivering above target performance for Quality and Customer Satisfaction. EDUCATION MARCH, 2003 BACHELOR OF ARTS FOR BEHAVIORAL SCIENCE, UNIVERSITY OF SANTO TOMAS Internal Vice President – Behavioral Science Council 2002 - 2003 Treasurer – Academic Council 2001 – 2002 Student Assistant to the Guidance Counselor’s Central Office SKILLS ● Client Relations and Management ● Operations and Cross Functional Leadership ● Process Improvement ● Business Acumen ● Corporate Communications ● Root Cause Analysis 2