Reed Horton Aguilar

Reed Horton Aguilar Bulak Mandalagan, Bacolod City, Negros Occidental, 6100 | 📞- | ✉️- Professional Summary Customer service professional with 7+ years of experience in the BPO industry, specializing in technical support, quality assurance, and data management. Proven ability to resolve complex customer issues, maintain high satisfaction ratings, and support operational efficiency. Seeking a Virtual Assistant or Customer Support role to leverage strong communication, multitasking, and problem-solving skills. Core Competencies • Customer Service & Communication: Inbound/outbound calls, conflict resolution, active listening, upselling. • Technical Proficiency: CRM systems, basic IT troubleshooting, communication platforms. • Quality Assurance: Call monitoring, KPI adherence, feedback for performance improvement. • Data Management: Data entry, record verification, analysis, maintaining accurate records. • Problem-Solving & Time Management: Critical thinking, multitasking, meeting deadlines. Professional Experience Concentrix CVG Philippines – Customer Service Representative (Technical Support) | May 2022 – Mar 2025 • Resolved technical issues related to phone, internet, and cable services. • Delivered personalized solutions to enhance customer experience. • Consistently met performance metrics, including call handling time and first-call resolution. FGCPLUS Bacolod – Medical Records Retriever | Sep 2021 – Mar 2022 • Conducted outbound calls to healthcare facilities to gather and verify patients’ medical records. • Ensured accuracy of data collection for insurance claims processing. Iqor Philippines Bacolod – Order Entry Specialist / Call Quality Analyst | Apr 2019 – Aug 2021 • Handled inquiries regarding online orders, product details, and tracking. • Promoted to Call Quality Analyst, evaluating customer interactions and providing coaching for improvement. • Improved call quality scores by implementing feedback and best practices. Ubiquity Global Services Philippines – Customer Service Representative | Aug 2018 – Mar 2019 • Assisted customers with bank transactions, including fraud detection, card activation, and lost card reports. • Delivered high customer satisfaction by resolving financial inquiries efficiently. Panasiatic Call Centers Inc. – Customer Service Representative | Jan 2017 – Jul 2018 • Managed inbound calls for phone and internet service inquiries. • Provided troubleshooting and technical support to resolve customer issues. Education Our Lady of Mercy College Bacolod – Healthcare Services NC II | June – Dec 2013 Achievements • Consistently maintained a customer satisfaction score of 95%+ across multiple roles. • Promoted to Call Quality Analyst due to strong performance and attention to detail. • Recognized for exceeding monthly KPIs and call quality benchmarks. References Available upon request.