Immediate Availability (Dubai, UAE)

Hi, I'm Jerwin Lumpay

Customer Service Operations & Compliance Lead

Results-driven Operations Specialist with 10+ years of expertise spanning Back-End Control Centers, Customer Service Supervision, Compliance (KYC/I-9), Data Security (ISO 27001 Aligned), Procurement Management, and Team Leadership. Proven track record in streamlining organizational workflows and securing data integrity across global and local operations.

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Professional Experience

2024 - 2026

Front Desk Representative (Remote, US-Based)

U.S. Operations Support

  • Managed secure backend identity profiling systems, aligning with strict US data privacy policies (PII/SPI handling).
  • Audited I-9 verification files and handled onboarding documentation workflows for multi-state personnel pools.
  • Ensured 100% compliance with corporate security governance protocols during high-volume customer intakes.
2021 - 2024

Customer Service Representative & Supervisor

Sky Zone (Dubai, UAE)

  • Promoted to Supervisor to oversee day-to-day front-of-house operations, cash control reporting, and customer service workflows.
  • Spearheaded queue optimization systems that slashed counter wait times by 25% during peak tourist weekends.
  • Conducted compliance checks and safety waiver audits to mitigate operational risks in a high-footfall entertainment facility.
2018 - 2021

Customer Service Specialist

ADP / Ibex Global

  • Maintained an average 96% Customer Satisfaction (CSAT) rating handling payroll and data verification inquiries.
  • Utilized multi-screen CRM configurations to accurately verify corporate accounts and client profiles.

Professional Credentials

Verified alignments across international security, processing, and management methodologies.

ISO 27001 Foundation Aligned

Information Security Management

SAP S/4HANA Processing

Enterprise Resource Logistics

Procurement Management

Supply Chain & Vendor Operations

Six Sigma White Belt

Process Optimization (GLSS)

Customer Management Specialist

Service Delivery Standards

Retail Management & Ops

Facility Operations Mastery

Core Competencies

Control Center Ops
KYC & I-9 Verification
Data Privacy & Security
Risk Optimization
CRM Configurations
Procurement Systems
Corporate Reporting
Escalation Resolution