Rochenel Graenard Sarmiento

RS

Open to opportunities

Rochenel Graenard Sarmiento

@rochenelgraenardsarm

Customer Experience leader specializing in eCommerce, SaaS, and Shopify with proven CX team leadership.

What I'm looking for

I seek a leadership role in CX or support where I can improve customer journeys, mentor agents, implement KPIs, and drive operational efficiencies.

I 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.

Experience

Work history, roles, and key accomplishments

FR

Current

CX Team Supervisor

Current

Freelance

Sep 2022 - Present (3 years 1 month)

Led a customer experience team for eCommerce and SaaS clients, implementing process improvements and coaching agents to boost efficiency and customer satisfaction.

Customer Experience SaaS Support Ecommerce Shopify Team Leadership Process Improvement Coaching Technical Troubleshooting

BB

Team Lead

Best 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.

Customer Support Gift Cards Process Improvement Team Leadership Customer Engagement

YO

Support Team Lead

Mar 2019 - Feb 2021 (1 year 11 months)

Implemented KPIs and incentive programs, managed staffing and resources to improve team performance and customer satisfaction.

KPI Design Performance Management Staffing Customer Success SaaS Support Incentives Resource Allocation

GS

Remote Desktop Support

Geek 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.

Remote Support Troubleshooting Smart Home Technical Communication Customer Service Windows MacOS

TE

Inbound Sales Representative

Jul 2015 - Jul 2016 (1 year)

Managed inbound sales and customer inquiries, handling billing and technical questions while meeting sales targets.

Inbound Sales Billing Support Technical Support Sales Targets CRM

AP

Support Sales Team Lead

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.

Call Center Support Team Leadership Sales Coaching Performance Management Customer Service

Education

Degrees, certifications, and relevant coursework

UC

University of Cebu

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.

Tech stack

Software and tools used professionally

Shopify

Gmail

Yotpo

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Rochenel Graenard Sarmiento - CX Team Supervisor - Freelance | Himalayas