Immediate Joiner

Hi, I'm Jerwin Lumpay

Office Administration | Customer Experience | Operations

Supportive and dedicated Customer Support Professional with over 8 years of experience in high volume administrative environments. Expert in Data Entry, Scheduling, and providing world class Customer Support through phone and email channels. Proven track record in managing client bookings and multitasking within CRM systems to drive Customer Success in fast paced operations.

Dubai, UAE | jerwinlumpay@outlook.com | +971544609927

View My Work Download CV

Core Competencies

A breakdown of my foundational operational areas backed by metrics and structured standards alignment.

Customer Experience & Call Center Operations

Expertise in high-volume multichannel queues, optimizing customer experiences, and executing precise resolution frameworks while maintaining key service level targets.

85% Call Center CSAT

7 Minutes Target AHT

80% FCR Target Achievement

80% Reduced Escalation Log

Finance KYC & Compliance Regulations

Strict identification compliance processing across personal data regulatory structures, identity validation frameworks, and security verification standards.

100% Compliant US Form I-9 & E-Verify

Secure Management SPI and PII Handling

ISO Certified 9001 / 27001 Alignment

Mitigation Control Finance KYC Standards

Document Control & File Management

Comprehensive administration over corporate records management architecture, data tracking models, and cross-departmental operations logging files.

< 24 Hours Strict SLA Targets

Systematized Document Control Systems

Structured Matrix File Management Models

90% Reduction Out-of-Compliance Cases

Team Performance & Sales Strategy

Sustained management over baseline metrics, team performance coaching targets, and product feature recommendation upsell matrices.

No Less Than 85% Team Occupancy Metrics

Maintain 90% QA Standards Score

90% Avg Daily Team Attendance Records

$10K / $20K Mo. Upgrade / New Line Sales

Professional Experience

Chronological progression of my professional history. Hover over any experience block to view detailed insight glow.

Sky Zone

Dubai, UAE

05/2025 - 05/2026

Operations & Front Desk Officer

Managed high-volume customer inquiries, bookings, memberships, front desk operations, and POS transactions while delivering excellent customer service in a fast-paced environment.
Generated $80K+ revenue through upselling memberships and promotions while consistently achieving KPIs, sales targets, AHT, and customer satisfaction scores.
Provided front desk and administrative support including scheduling, records management, onboarding assistance, and coordination with departments to ensure smooth daily operations.

ADP

Manila, Philippines

09/2022 - 03/2025

Client Services Specialist

Supported global clients including Sodexo, Siemens Energy, and Randstad with onboarding, customer support, and administrative coordination.
Managed US Form I-9 and E-Verify processes with 100% compliance while ensuring data accuracy, confidentiality, and proper handling of PII/SPI information.
Helped reduce out-of-compliance I-9 and E-Verify cases by 90% through accurate documentation review, audit-ready Excel reports, and strong file management.

Ibex

Manila, Philippines

04/2018 - 08/2022

Customer Service Team Lead

Promoted from Customer Service Agent to Team Lead managing 15 agents supporting AT&T and GoDaddy, earning “Top Team” recognition for performance and service excellence.
Monitored team KPIs including 85% CSAT, 80% FCR, 7-minute AHT, and SLA targets under 24 hours while conducting coaching sessions and business reviews with management and clients.
Reduced customer escalations by 80% through real-time support, outbound follow-ups, de-escalation handling, and process improvements while coordinating with QA, training, and workforce teams to maintain 95% QA scores and Workforce team for occupancy no less than 85%.

ResultsCX

Manila, Philippines

11/2016 - 03/2018

Sales Associate

Handled inbound and outbound calls for telecom products while consistently achieving 90% monthly sales targets in a fast-paced call center environment.
Assessed customer needs through probing questions and recommended suitable products, upgrades, and services to improve customer satisfaction and sales conversion.
Processed an average of $10K monthly in upgrades and $20K monthly in new line activations and port-ins through effective sales and customer engagement.

Sutherland

Manila, Philippines

04/2015 - 10/2016

Customer Service Representative

Handled merchant disputes, chargebacks, refunds, and payment inquiries, reducing disputes by 60% and refund requests by 45%.
Resolved payment processing issues while ensuring 100% compliance with Visa, Mastercard, and AMEX dispute policies, including KYC, AML, CFT, and PII/SPI standards.

Academic Foundation

Core university business qualification framework.

Graduated: 06/2010 - 10/2014

BS, Business Administration and Management

Concordia College

Acquired structural insight covering corporate workflow engineering, human resource models, operational oversight metrics, and organizational systems governance.