ROGER AGUIRRE
Baguio City,Philippines
Summary
Customer service professional with 8 years of remote support experience across e-commerce, healthcare, and collections. Manage live chat and email communications, perform data entry, and support client relationship management. Improve customer satisfaction and operational efficiency through accurate issue resolution.
Overview
16
16
years of professional experience
Work History
Chat Operator & Social Media Specialist
Influxer
08.2024 - 04.2026
- Managed daily live chat enquiries and client relationships, enhancing customer satisfaction through effective issue resolution.
- Designed and published tailored marketing graphics on Instagram, X, and Facebook, driving audience engagement.
- Monitored remote systems and hardware performance to proactively minimise operational downtime.
- Managed secure database systems to track and analyse critical operational data, supporting informed management decision-making.
Shift Verification & Billing Specialist
Clipboard Health
01.2022 - 04.2024
- Executed data entry and bookkeeping to track operational expenses and income, facilitating accurate financial oversight and informed decision-making.
- Managed scheduling operations for healthcare professionals, aligning shifts with organisational needs to ensure optimal coverage and meet patient care demands.
- Maintained accurate documentation to meet programme requirements and contractual obligations.
- Enhanced customer satisfaction through the development and implementation of feedback mechanisms and service improvements.
- Conducted comprehensive market research to identify emerging trends, informing strategic planning and decision-making.
Live Chat Operator (E-commerce)
Shine Armor
02.2020 - 10.2021
- Guided clients through online ordering, facilitating seamless transactions and significantly reducing cart abandonment.
- Delivered expert product and brand support to global customers through high-volume live chat interactions.
- Addressed complex after-sales inquiries, collaborating with logistics teams to secure timely order fulfilment.
Customer Service Agent
MK Media Ventures
03.2015 - 02.2020
- Resolved customer inquiries through various communication channels, ensuring high satisfaction levels.
- Managed email-based customer support queues, resolving after-sales service issues that improved customer retention rates.
- Trained new agents on company protocols and best practices for customer interactions.
- Collaborated with team members to streamline processes, improving service delivery efficiency.
- Coordinated with social media influencers for product reviews, obtaining permissions for promotional content that increased brand visibility.
- Conducted quality checks and provided constructive feedback to help improve customer service performance and maintain consistent service standards.
- Utilized QA guidelines and evaluation criteria to identify errors, process gaps, and opportunities for improvement.
Collections & Skip Tracing Specialist
Cash Flow Outsourcing Services
10.2010 - 02.2015
- Executed high-volume collection calls and correspondence, achieving timely payments in a fast-paced, goal-oriented department.
- Tracked aging accounts receivable and accelerated cash flow recovery by systematically resolving long-overdue balances.
- Monitored accounts receivable and processed refunds while resolving client payment discrepancies to uphold accurate financial records.
- Streamlined billing documentation processes, improving operational efficiency and minimising account processing time.
Education
Associate of Science - Computer Programming
Datamex Computer School
Baguio City, Province Of Benguet, Philippines03-2004
Associate of Arts - Hotel And Restaurant Services
Baguio City School of Arts And Trades
Hotel And Restaurant Services01-2006
Skills
Chat and email assistance
Social media oversight
Data entry and customer relationship management
Scheduling tasks
Financial supervision
Client retention tactics Graphic designer
Graphic Design
Timeline
Chat Operator & Social Media Specialist
Influxer
08.2024 - 04.2026
Shift Verification & Billing Specialist
Clipboard Health
01.2022 - 04.2024
Live Chat Operator (E-commerce)
Shine Armor
02.2020 - 10.2021
Customer Service Agent
MK Media Ventures
03.2015 - 02.2020
Collections & Skip Tracing Specialist
Cash Flow Outsourcing Services
10.2010 - 02.2015
Associate of Science - Computer Programming
Datamex Computer School
Associate of Arts - Hotel And Restaurant Services
Baguio City School of Arts And Trades