Sales • Customer Support • Workforce Management • I.T. Support

Rimara Magalong Hermoso

Sales & Customer Support Specialist | Team Leader | Workforce Management | Customer Solutions | IT Support

Results-driven professional with 10+ years of experience in team leadership, workforce management, sales operations, e-commerce, customer service, and technical support. I specialize in improving productivity, optimizing operations, supporting customers, and delivering measurable business results.

📄 Download Resume ✉ Contact Me
Rimara Hermoso

Rimara Hermoso

Sales • Customer Support • Workforce Management • IT Support

10+ Years Experience
8+ Organizations
4 Core Fields
About Me

Professional Summary

A versatile professional focused on people, performance, technology, and customer success.

Hello, I'm Rimara.

Most people call me Rims. I am a results-driven Sales, Customer Support, Workforce Management, and IT Support professional with extensive experience in performance-driven environments.

Throughout my career, I have developed strong expertise in KPI monitoring, workforce scheduling, performance tracking, customer service, IT support, troubleshooting, process improvement, sales operations, and team management.

I enjoy helping teams perform at their best by optimizing schedules, monitoring key performance indicators, resolving technical and customer concerns, and identifying opportunities to improve efficiency and productivity.

I am adaptable, detail-oriented, and comfortable working in fast-paced environments. I take pride in being a reliable and solution-oriented professional who focuses on achieving results, improving processes, supporting team members, and delivering positive customer experiences.

Leadership Team coaching and performance management
Customer Focus Customer solutions and service excellence
Operations Workforce planning and KPI monitoring
Technology IT troubleshooting and productivity tools
Expertise

Skills & Capabilities

A combination of leadership, customer experience, sales, technology, and digital productivity skills.

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Customer Experience Management

Customer-focused service, issue resolution, customer satisfaction, and relationship management.

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Team Leadership & Coaching

Team support, coaching, performance monitoring, development, and operational leadership.

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Performance Management

KPI monitoring, productivity tracking, reporting, performance analysis, and improvement.

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Workforce Management

Workforce scheduling, staffing records, attendance monitoring, and workforce reporting.

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E-Commerce Operations

E-commerce support, sales operations, customer solutions, advertising, and marketing support.

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Social Media Management

Social media management, marketing support, content planning, and digital communication.

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Canva & Content Creation

Visual materials, training content, social media graphics, and digital content creation.

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IT Support

Hardware and software troubleshooting, installation, maintenance, and user support.

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AI Productivity Tools

ChatGPT and AI productivity tools for research, content creation, organization, and workflow support.

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Microsoft Office

Microsoft Excel, Word, productivity tools, reporting, and documentation.

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Google Workspace

Google Workspace tools for reporting, collaboration, documentation, and productivity.

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Sales & Marketing

Sales support, direct selling, cold outreach, client relationships, and sales strategy.

Career

Work Experience

My professional journey across sales, customer service, workforce management, and IT support.

Workforce Analyst – E-Commerce Advertising & Marketing

Firmoo — Remote

Mar 2023 – Aug 2026 3 Years 5 Months
  • Managed workforce data and staffing records.
  • Prepared reports and dashboards using Microsoft Office and Google Workspace.
  • Monitored attendance, productivity, and staffing trends.
  • Supported workforce scheduling and planning.
Customer Service Solutions Support
  • Promoted after one year.
  • Provided professional customer support for eyeglasses, including product inquiries, orders, prescriptions, lenses, frames, shipping, returns, and refunds.

Customer Solutions & Technical Support Specialist – Tier 3

Inspiro Relia Inc. — Remote

Nov 2022 – Feb 2023 4 Months
  • Resolved product and service issues via email, live chat, and phone.
  • Handled Tier 3 escalations and compensation requests.
  • Identified root causes and provided effective customer solutions.
  • Followed up on cases to ensure resolution and customer satisfaction.

Sales Support Team Manager / Team Leader

Uptimised Corporation

June 2021 – Nov 2022 1 year and 4 months
  • Proposed sales and marketing strategies to management.
  • Coordinated sales team schedules and staff operations.
  • Prepared daily sales reports using Google tools and Microsoft Excel.
  • Created visual materials for training and performance tracking.
Key Achievements
  • Supported sales and marketing strategies for business growth.
  • Coordinated sales schedules and staff operations.
  • Streamlined sales reporting using Google tools and Excel.
  • Improved training and performance tracking.

Sales Service Specialist / Customer Service Consultant

Buwelo — An Exacstar Company

Dec 2019 – Feb 2021 1 Year 3 Months
  • Conducted cold calls and email outreach to prospective clients.
  • Secured waste management service contracts with healthcare facilities.
  • Built client relationships and identified customer needs.
  • Provided tailored solutions and consistently met or exceeded sales targets.
Key Achievement
  • Rapid Closer Award – First-Week Pilot Program Success.

Customer Experience & Solutions Specialist

Alorica Inc.

Jun 2019 – Dec 2019 7 Months
  • Resolved customer inquiries and provided tailored solutions.
  • Maintained accurate customer records and case documentation.
  • Consistently met performance and quality targets.
  • Enhanced customer satisfaction through effective support.
Key Achievements
  • Completed training for a part-time Quality Assurance Reviewer role.
  • Reviewed customer interactions for quality and compliance.
  • Identified service trends and process improvement opportunities.
  • Supported operational efficiency and quality standards.

Sales Consultant

Rustan Commercial Corporation

Feb 2019 – May 2019 4 Months
  • Consistently met sales quotas for three consecutive months.
  • Built strong client relationships and provided tailored solutions.
  • Conducted effective sales presentations and follow-ups.
  • Maintained accurate sales records to support business growth.
Key Achievements
  • Top-Performing Salesperson – 3 Consecutive Months.
  • Consistent Sales Achiever – 3 Consecutive Months.

Sales Support Officer / Officer-in-Charge

Blue Mountain

Dec 2015 – Jan 2019 3 Years 2 Months
  • Served as Sales Support Officer and Officer-in-Charge for premium liquor brands, overseeing daily sales and operational activities.
  • Managed and maintained strong relationships with high-value clients, ensuring excellent customer service and repeat business.
Key Achievements
  • Consistently achieved 100%+ of Sales Quota throughout 3 years and 2 months of employment.
  • Outstanding Sales & Customer Service Achievement Award.

Computer Technical Specialist – Hardware & Software

Saleh Abdulla Ali Jarssi Est. — Bahrain

Nov 2014 – Sep 2015 11 Months
  • Troubleshot and resolved hardware and software issues.
  • Installed and maintained systems and applications.
  • Optimized IT performance and reduced system downtime.
  • Trained staff on efficient technology use.
Key Achievements
  • Trained staff on hardware and software usage.
  • Developed user guides and SOPs to improve IT self-sufficiency.
Education

Academic Background

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Bachelor of Science in Computer Science

Major in Computer Science

AMA Computer College

2012 – 2014

View My Diploma →
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Associate Graduate of Computer System and Design Programming

Web design / HTML / C++ Programming

AMA Computer Learning Center

2010-2012

Portfolio

My Achievements & Certificates

Here are my achievements and certificates that reflect over 10 years of experience in leadership, operations, customer service, sales, e-commerce, workforce management, and technical support. Each one represents skills gained, challenges overcome, and continuous growth throughout my career.

From leading teams and improving performance to solving customer and technical concerns, I’ve always focused on one thing: work smarter, solve problems, and get results.

E-Konek Pilipinas

E-Konek Pilipinas | Office Clerk & Data Encoder

Successfully completed 240 hours of On-the-Job Training (OJT) at E-Konek Pilipinas, Subic Bay Freeport Zone, from November 22, 2012 to March 7, 2013, serving as an Office Clerk and Data Encoder. The training provided practical experience in office administration, data encoding, and computer-related tasks as part of the Computer System Design and Programming program.

View My Obtained Certificate →
Uptimised Corporation

E-Commerce Operations Training

Successfully completed the required coursework and field training in E-Commerce Operations, with a focus on Marketing and Social Media Management, at Uptimised Corporation. The training provided practical knowledge and skills necessary to support e-commerce operations, digital marketing activities, and social media management, contributing to the requirements for employment with the company.

View My Obtained Certificate →
Uptimised Corporation as Team Leader

Certificate of Employment

Promoted to Team Leader at Uptimised Corporation, serving in the role from December 1, 2021, to November 28, 2022. The promotion reflected increased responsibility in leading and supporting team operations, coordinating team activities, and contributing to the organization’s overall performance and goals. The role also involved proficiency in Google Workspace and Microsoft Office tools, as well as creating content using Canva for social media marketing and managing advertising campaigns through Meta Business Suite.

View My Obtained Certificate →
Alorica Inc.

Quality Assurance Certificate

Certified for the Quality Assurance Reviewer role supporting the Amazon account at Alorica, with demonstrated proficiency in quality evaluation processes, adherence to operational compliance, and a strong commitment to maintaining and elevating customer experience standards. Awarded September 13, 2019.

View My Obtained Certificate →
Alorica Inc.

5-STAR CUSTOMER DELIGHT CHAMPION AWARD

Recognized as a 5-Star Customer Delight Champion for consistently delivering exceptional customer experiences, demonstrating outstanding service excellence, and going above and beyond to meet customer needs. This award reflects a strong commitment to customer satisfaction, quality service, and creating positive experiences that earn 5-star customer feedback and recognition.

View My Obtained Certificate →
Buwelo an Exactstar Company

Rapid Closer Award in Sales

Contributed to the successful launch and foundational development of the Stericycle account as one of its pioneers, demonstrating exceptional dedication, efficiency, and rapid execution in handling cold calls and initial customer engagements. Played a key role in establishing effective processes and achieving benchmark results during the First-Week Pilot Program, helping set the standard for the account’s early success.

View My Obtained Certificate →
Contact

Let's Work Together

Whether you're looking for a reliable customer support professional, workforce specialist, sales professional, team leader, or IT support specialist, I'd be happy to connect.

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Email hermosorimara0819@gmail.com
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Phone +63 963 782 3420
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Location Olongapo City, Zambales, Philippines
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