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RS@rochenelgraenardsarm
Customer Experience leader specializing in eCommerce, SaaS, and Shopify with proven CX team leadership.
PhilippinesI am a customer experience leader with deep hands-on experience across eCommerce, SaaS, and Shopify environments, focused on improving customer journeys and operational efficiency.
As a CX Team Supervisor and Support Team Lead, I have led teams, implemented KPIs and incentive programs, and driven process improvements that elevated performance and satisfaction.
I combine technical troubleshooting (remote desktop support, billing and technical inquiries) with people leadership—coaching agents, overseeing staffing, and streamlining support workflows.
I hold a BS in Information Technology and a Lean Six Sigma Yellow Belt, and I bring a pragmatic, improvement-focused approach to customer support and team development.
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Work history, roles, and key accomplishments
Freelance
Sep 2022 - Present (3 years 2 months)
Led a customer experience team for eCommerce and SaaS clients, implementing process improvements and coaching agents to boost efficiency and customer satisfaction.
BBBest Buy
Nov 2021 - May 2022 (6 months)
Led support for digital downloads and gift cards, driving process improvements that increased workflow accuracy and customer satisfaction.
YOImplemented KPIs and incentive programs, managed staffing and resources to improve team performance and customer satisfaction.
GSGeek Squad
Jul 2016 - Nov 2017 (1 year 4 months)
Provided remote desktop and smart home device support, resolving technical issues through clear communication and efficient troubleshooting.
TEManaged inbound sales and customer inquiries, handling billing and technical questions while meeting sales targets.
Aegis People
Dec 2012 - Jul 2015 (2 years 7 months)
Handled inbound calls for Expedia bookings and led sales agents to achieve performance metrics and deliver high-quality service.
Degrees, certifications, and relevant coursework
Bachelor of Science, Information Technology
2009 - 2011
Completed a Bachelor of Science in Information Technology program from June 2009 to March 2011 focused on IT fundamentals and technical skills.
PhilippinesYou can contact Rochenel Graenard and 90k+ other talented remote workers on Himalayas.
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