Open to opportunities

Bryan Paolo Aceron

@bryanpaoloaceron

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Team lead and customer experience specialist with 5+ years improving support operations and QA.

Philippines

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What I'm looking for

I am seeking a customer-centric role where I can lead and coach support teams, drive QA improvements, optimize processes, and contribute to measurable KPIs and customer retention.

I am a customer experience and quality assurance specialist with over five years of progressive experience across BPO and tech-enabled service environments. I excel at resolving complex customer issues and improving support workflows to drive satisfaction and retention.

As a team leader, I managed teams of 15–20 representatives, implemented training programs, and improved KPI attainment through coaching and performance management. I also supported recruitment, payroll processing, and the development of standard operating procedures.

In quality assurance roles I audited interactions, created QA guidelines and reporting templates, and collaborated with operations and training to reduce error rates and raise service quality scores. I have hands-on experience with Zendesk and Salesforce and use data to inform targeted coaching and process improvements.

I am results-driven, detail-oriented, and committed to operational excellence and customer-centric service. I reliably handle sensitive information, streamline escalation processes, and contribute cross-functionally to product and process enhancements.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Analyst

Current

Coinbase

Jan 2025 - Present (11 months)

Resolved high volume of customer inquiries via email, chat, and phone for account access, trading, and funding while troubleshooting technical issues and securing accounts through identity verification and fraud prevention guidance.

Customer Support Troubleshooting Fraud Prevention 2FA Escalation Management Ticketing Cross Functional Collaboration

Team Lead

Telrcom Solutions Inc.

Jan 2023 - Jan 2025 (2 years)

Led a team of 15–20 customer service representatives, implemented training and SOPs that raised productivity and improved KPI attainment, and managed recruitment and payroll for part-time staff.

Team Leadership Training SOP Development Recruitment Payroll Processing KPIs Performance Reviews Workforce Management

Quality Assurance Specialist

KMC Mag Solutions Inc.

Jan 2022 - Jan 2023 (1 year)

Audited customer support interactions and developed QA guidelines and reporting templates that reduced procedural errors and improved service quality through targeted coaching and cross-functional alignment.

Quality Assurance Auditing Reporting Process Improvement Coaching Cross Functional Collaboration Service standards

Chat Support Representative

KMC Mag Solutions Inc.

Jan 2021 - Jan 2022 (1 year)

Managed high volumes of live chat inquiries with strong resolution compliance and consistently high customer feedback scores through empathetic, accurate support.

Live Chat Support Customer Satisfaction Multitasking Response Time Management

Chat Support Specialist

Conduent

Jan 2019 - Jan 2021 (2 years)

Handled high-volume real-time chat, identified and escalated recurring issues to product teams, and created response templates that reduced average handling time and repeat inquiries.

Chat Support Escalation Management Templates

Email Support Specialist

Concentrix Daksh

Jan 2018 - Jan 2019 (1 year)

Provided compliant email support for a financial services client, handled sensitive customer data with confidentiality, and streamlined escalation processes to improve resolution times.