Bryan Adam G. Aragon
68 Depper Street, St Lucia, QLD 4067
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SUMMARY
I have nine (9) years of experience as a Technical, Sales, and Customer Service Professional in the customer service
industry. I worked as a Subject Matter Expert, QA Analyst, and Team Leader. With my organizational skills and dependability,
I can manage multiple priorities ef ciently and handle tasks without supervision. My experience with various customer
service software and tools allows me to work well in a fast-paced environment.
EXPERIENCE
Customer Service, Billing, Sales & Technical Consultant
Telstra Ltd. - Telstra Retail Store - Australia Based
• Assist customers with issues and concerns re: billing, technical and sales
• Upsell and cross-sell additional services
• Process orders and in-store redemptions
May 2023 - September 2023
Senior Customer Service Representative, and Order Ful llment Specialist
MiracleSofa - Sofa & Pillow Covers - eCommerce (Remote) - Singapore Based
• Point of Contact (POC)
• Develop and implement quality control procedures and processes
• Process orders, returns, and cancellations via Shopify
• Update order status and tracking information
• Manage and answer emails/tickets/social media messages
• Create and manage website FAQ
August 2020 - March 2023
Customer Service Representative, and Admin Support
VRO LLC - Vital Record Applications - eCommerce (Remote) - USA Based
• Point of Contact (POC)
• Monitor team members' call recordings and performance
• Develop and implement quality control procedures and processes
• Take supervisor phone calls
• Answer emails/tickets and phone calls
• Create and manage website FAQ
• Perform data mining & entry, and PDF mapping
August 2019 - August 2020
Customer Service & Sales Representative, and Admin Support
My Water Filter - Water Filters - eCommerce (Remote) - Australia Based
• Answer emails/tickets, live chats and phone calls
• Process orders via Magento, returns, and cancellations
July 2018 - July 2019
Customer Service, Billing, Sales & Technical Representative
VXI Global MOA - AT&T and DirecTV (BPO) - USA Based
• Answer phone calls - billing, technical and sales
• Perform troubleshooting steps
• Schedule tech visit
June 2017 - July 2018
Subject Matter Expert, Team Leader, and Quality Analyst
Siblings International Business Solutions - Red Pocket Mobile (BPO) - USA Based
• Lead a team
• Develop and implement quality control procedures and processes
• Monitor team members' call recordings and performance
• Take supervisor phone calls
• Answer phone calls and live chats
• Perform troubleshooting steps
June 2014 - June 2017
EDUCATION
Bachelor of Science in Information Technology
AMA College Tagum • Tagum City, Philippines • 2013
SKILLS
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Customer-Focused Attitude
Basic Technical Knowledge
Troubleshooting and Device Con guration
Time Management and Con ict Resolution
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Effective Communication
Active Listening
Empathy and Patience
Problem-Solving and Adaptability
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Negotiation and Closing Techniques
Upselling and Cross-Selling
Resilience and Relationship Building
Sales Metrics Awareness
