Rogelio Agulay

Customer service professional with nearly five years of experience in healthcare billing, retail customer service, and e-commerce support, including Shopify expertise. Skilled in handling customer inquiries, resolving concerns, following established procedures, and delivering quality service across different account types. A graduate of Architectural Drafting Technology with additional academic background in Accountancy, Business, and Management (ABM).

Seeking to leverage strong communication, problem-solving, and customer service skills in a banking role with the Bank of the Philippine Islands (BPI).

Billing Support Representative — Healthcare Account at Sagility (2023-06 – 2026-07)

• Investigated and resolved healthcare claims discrepancies for a US-based healthcare account, validating claims data using CAS reason codes in Salesforce CRM — directly comparable to reviewing and reconciling financial transaction records.
• Audited medical documentation for billing accuracy and compliance with account policies, a skill set that transfers to verifying documentation for banking transactions and account requirements.
• Communicated clearly and empathetically with customers regarding charges, payment plans, and billing corrections.
• Maintained a 95% customer satisfaction score while handling 60 tickets or calls per day, demonstrating accuracy and composure under high transaction volume.
• Helped reduce claim payment issues by 30% through improved claims validation accuracy — reflecting a strong attention to detail valued in banking operations.

Email Customer Support Representative — AX Paris Account at Excevo Ltd (2025-07 – 2026-01)

• Supported AX Paris, a UK-based women's fashion brand, handling customer inquiries via email and social media channels.
• Resolved damaged, wrong-item, and lost-item cases, processing replacements or refunds/vouchers through Shopify — comparable to processing customer disputes and refund transactions.
• Supported 60 to 100 customers daily, accurately updating refund status and documenting every interaction for QA and team handoffs.
• Collaborated with cross-functional teams to escalate and resolve complex cases within SLA.

Customer Support Representative — Online Shopping Account at Inspiro Inc. (2021-08 – 2022-09)

• Assisted customers with order status, returns, refunds, and account issues for a Philippine e-commerce client.
• Adapted communication style to customer needs, reducing repeat contact rate by resolving issues on first interaction.

Senior High School in Accountancy, Business, and Management (ABM) – Iloilo Science and Technology University – Barotac Nuevo Campus (2023 – 2024)

Diploma in Architectural Drafting Technology