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Hi, I'm Jerwin Lumpay

Office Administration | Customer Experience | Operations

Results-driven Customer Service professional with 8+ years of experience in front desk, call center, and administrative operations. Skilled in handling high-volume customer inquiries, POS/cashiering, KYC compliance, and accurate handling of PII/SPI data. Proven track record in achieving 85% CSAT, 80% FCR, and generating $80K+ in sales while consistently meeting service KPIs.

Dubai, UAE jerwinlumpay@outlook.com +971544609927
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Jerwin Lumpay Whole Body Portrait

Core Competencies

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

Sky Zone

Dubai, UAE
05/2025 - 04/2026
Operations & Front Desk Officer
  • Managed high-volume inquiries, front desk bookings, memberships, and POS transactions.
  • Generated $80K+ revenue through premium membership upsells and targeted promotional campaigns.
  • Administered precise scheduling structures, records retention tracking, and onboarding synchronization.

ADP

Manila, Philippines
09/2022 - 03/2025
Client Services Specialist
  • Supported global clients including Sodexo, Siemens Energy, and Randstad with comprehensive onboarding.
  • Managed US Form I-9 and E-Verify workflows achieving complete 100% regulatory compliance.
  • Reduced out-of-compliance tracking error margins by 90% via structured reporting arrays.

Ibex

Manila, Philippines
04/2018 - 08/2022
Customer Service Team Lead
  • Promoted to direct a team of 15 performance agents supporting AT&T and GoDaddy operations.
  • Sustained deep service accountability monitoring 85% CSAT targets, 80% FCR, and sub-24h SLAs.
  • Suppressed customer escalation logs by 80% while establishing systemic QA improvements, managing occupancy over 85%.

ResultsCX

Manila, Philippines
11/2016 - 03/2018
Sales Associate
  • Handled inbound and outbound customer engagements for telecom portfolios, securing 90% monthly conversion targets.
  • Executed precision probing strategies to assess customer ecosystems, delivering targeted upgrades and high-value services.
  • Generated an average of $10K monthly in upgrades alongside $20K monthly in new line activations and port-in migrations.

Sutherland

Manila, Philippines
04/2015 - 10/2016
Customer Service Representative
  • Spearheaded mitigation of merchant disputes, chargebacks, and payment tracking, reducing disputes by 60% and refund cycles by 45%.
  • Restructured payment processing workflows to secure absolute compliance with Visa, Mastercard, and AMEX financial rules.
  • Maintained 100% compliance frameworks across strict KYC, AML, CFT, and deep PII/SPI data privacy protections.

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.

Professional Certifications

Valid credentials validating industry excellence domains.

Six Sigma White Belt

Process Optimization

ISO 9001 / 27001 Standards

Quality & Security Systems

SAP S/4HANA

Enterprise Resource Planning

Supply Chain Management

Logistics & Asset Distribution

Get In Touch

Feel free to reach out through any of the channels below. I'll get back to you as soon as possible!

Primary Email

jerwinlumpay@outlook.com

Support Email

support@jerwinlumpay.com

LinkedIn Profile

linkedin.com/in/jerwin-lumpay

WhatsApp Chat

+971-54-460-9927