Julios Sarmiento
IntouchCX
Quezon City
3
Certification
6
Years of experience
BSBA Human Resource Development graduate with leadership experience in the BPO industry and strong technical support background. Skilled in project coordination, people management, and process improvement. Adept at preparing Weekly and Monthly Business Review reports, stakeholder communication, and KPI monitoring. Seeking to transition into a corporate Project Administrator role to leverage operational expertise and support organizational success.
Work History
Team Leader
2 Years 8 Months- Supervised a team of 15+ agents, ensuring performance met KPIs and client expectations.
- Coordinated schedules, training, and workflow distribution to maximize efficiency.
- Mentored junior team members, promoting skill development and knowledge sharing within the group.
- Acted as primary contact for client escalations, ensuring timely resolution.
- Prepared and presented Weekly Business Review (WBR) reports to track operational performance and highlight improvement areas.
- Delivered Monthly Business Review (MBR) presentations to senior management, summarizing team performance, client feedback, and strategic initiatives.
Technical Support Representative
2 Years 7 Months- Resolved technical issues via phone, email, and chat support for diverse client needs.
- Enhanced customer satisfaction by providing timely solutions and follow-up support.
- Collaborated with cross-functional teams to improve service delivery processes.
- Documented support interactions in ticketing system to ensure accurate record-keeping.
Education
Bachelor of Science - Human Resources Development Management
Skills
Data Validation and Reporting
HTML and CSS skills
Front-end development
Javascript
Excel shortcuts
Process Improvement
Certification
- Web Development BootCamp - Kodego
- IT Fundamentals - Udemy
- Computer System Servicing NCII
Timeline
Team Leader
IntouchCX
09.2023 - 05.2026Read More
Technical Support Representative
Sitel
01.2020 - 08.2022Read More
New Era University
Bachelor of Science from Human Resources Development Management
Read More