Bryan Paolo Aceron

Customer service professional with over five years of BPO experience, including roles in chat support, quality assurance, and team leadership. I've supported US-based accounts, handled accounts, coached agents, and consistently met quality and performance targets. I'm reliable, detail-oriented, and comfortable working in fast-paced environments while delivering high-quality service.

Freelance Customer Service Officer - RxLabs

(2025-05 - 2026-03)

• Order Management: Provided personalised recommendations to customers about products and assisted in customer orders.
• Logistics Coordination: Orchestrated shipping, tracking, and delivery logistics with carriers and partners, optimizing routes and methods to ensure timely and cost-effective fulfillment.
• Client & Appointment Scheduling: Scheduled and coordinated appointments for doctors and patients, managing calendars, sending confirmations, and minimizing scheduling conflicts.
• Customer Inquiry Resolution: Resolved complex customer inquiries and issues related to products, orders, and services via phone and email, consistently achieving high satisfaction ratings.
• Account Management: Served as the primary point of contact for key accounts, building relationships, understanding needs, and ensuring ongoing client success and retention.
• Email Management: Systematically organized and prioritized high-volume communication channels, ensuring prompt responses and that critical messages were actioned efficiently.

Customer Support Analyst - Full Potential Solutions

(2025)

• Provided Tier-1 and Tier-2 technical support for a leading digital asset platform, resolving a high volume of complex customer inquiries regarding account access, trading execution, fiat/crypto deposits/withdrawals, and wallet management via multi-channel support (email, chat, phone).
• Diagnosed and escalated advanced technical issues related to transaction lifecycle (mempool, confirmations), blockchain network congestion, smart contract interactions, and API/connectivity problems, coordinating with engineering teams for swift resolution.
• Served as a key resource for platform and asset security, educating users on private key management, cold storage principles, two-factor authentication (2FA), phishing detection, and anti-social engineering tactics to mitigate account compromise.
• Executed stringent Know Your Customer (KYC) and Identity Verification (IDV) protocols to secure account integrity, diligently processing and authorizing account recovery requests in full compliance with global regulatory standards (e.g., FinCEN, FINTRAC) and internal security policies.
• Acted as a critical feedback loop to product and development teams by documenting detailed bug reports, user experience pain points, and feature requests, directly contributing to platform stability and user-centric product improvements.

Team Leader - Telrcom Solutions Inc.

(2023 - 2025)

• Lead and manage a team of high performing chat support representatives to achieve KPI and ensure high-quality service delivery.
• Supervise daily operations of the team, ensuring adherence to company policies and procedures.
• Monitor team performance and provide regular feedback through coaching sessions to improve efficiency and service quality.
• Handle escalated customer issues and provide solutions in a timely manner.
• Prepared performance reports and presented findings to senior management.

Quality Assurance Analyst - Telrcom Solutions Inc.

(2022 - 2023)

• Ensured that all customer interactions meet company quality standards through detailed analysis and reporting.
• Reviewed and evaluated customer service interactions to ensure compliance with quality standards.
• Developed and implemented quality assurance policies and procedures.
• Analyzed data to identify trends and areas for improvement.
• Prepared detailed reports on quality metrics and present to quality assurance specialist.
• Assisted in the development of new training materials based on analysis findings.

Chat Support Representative - KMC Mag Solutions Inc.

(2021 - 2022)

• Provided real-time support to customers through chat, addressing their inquiries and resolving issues efficiently.
• Responded to customer inquiries via chat in a professional and timely manner.
• Troubleshoot and resolve customer issues, escalating complex cases as necessary.
• Maintained a high level of product knowledge to assist customers effectively.
• Documented all customer interactions and issues in the CRM system.

Customer Support Officer - Integrated Call Center Solutions

(2019 - 2021)

• Managed a high volume of traveler inquiries via email and support tickets, effectively troubleshooting and resolving complex issues related to booking confirmations, itinerary changes, and technical errors during the checkout process.
• Investigated and resolved sensitive billing disputes and failed payment transactions by collaborating with financial institutions and global distribution partners to ensure customer satisfaction and accurate fare processing.
• Executed secure and efficient account management processes, assisting travelers with profile recovery and multi-factor authentication while upholding strict data privacy standards for personal travel information.
• Identified and reported recurring site bugs and inventory discrepancies to the Product and Operations teams, providing critical feedback that improved booking engine stability and ensured real-time pricing accuracy.
• Proactively communicated travel advisories, service interruptions, and booking modifications to customers, fostering transparency and trust throughout the travel experience.

Customer Support Representative - Concentrix Daksh

(2018 - 2019)

• Served as the primary point of contact for users of a leading Fintech platform, navigating complex digital financial services.
• Specialized in efficiently resolving a high volume of inquiries related to account access, transaction troubleshooting, and security protocols.
• Mastered the product suite and relevant compliance policies to deliver accurate, secure, and educational support.
• Built trusted customer relationships by providing reliable assistance in a dynamic, fast-paced environment.

Bachelor of Science in Marine Transportation - Navigation (2012 - 2015)