Erwin D.
Senior Customer Service and Technical Support Specialist
Open to offersNew to PlatformAbout
Erwin D. is a highly skilled professional with over eight years of experience in the BPO industry, focusing on Customer Service, Technical Support, and Travel Consultancy. He has a proven track record of handling Tier 2 escalations and providing high-priority resolutions for global brands. His expertise in maximizing customer satisfaction is marked by his skillful problem-solving, efficient time management, and technical proficiency in industry-specific tools such as the Amadeus GDS. As a Technical Service Representative at Leverage Social, Erwin delivered top-tier technical support for internet connectivity and hardware troubleshooting. His role as a Virtual Assistant at Travelor involved streamlining workflows and enhancing business efficiency through proactive lead generation and customer data management. While at JPMorgan Chase & Co, he managed premium travel bookings, specializing in Tier 2 escalations for the Chase Portal cardmember benefits. Erwin also served as a Travel Consultant Expert at Teleperformance, providing comprehensive travel consultancy for international cardmembers and maintaining high service levels in handling escalations.
Experience
Technical Service Representative
Leverage Social (Nextlink Internet) · 2025 — 2026Rendered high-level technical support addressing internet connectivity and hardware troubleshooting issues for Nextlink subscribers. Ensured client satisfaction by managing and resolving complex technical service tickets, maintaining consistent network uptime. Communicated technical procedures clearly to customers.Virtual Assistant
Travelor · 2023 — 2023Optimized operational workflows and handled specialized administrative tasks in a remote capacity. Enhanced business efficiency through active lead generation and management of customer data.Chase Ultimate Rewards Customer Service (Tier 2)
JPMorgan Chase & Co – IT Park, Cebu City · 2020 — 2023Handled premium travel bookings while offering expert guidance on benefits available through the Chase Portal for cardmembers. Specialized in Tier 2 escalation management by addressing supervisor intervention requests. Resolved complex billing and booking discrepancies through efficient processing of offline escalation queues.Travel Consultant Expert
Teleperformance – IT Park, Cebu City · 2016 — 2020Delivered comprehensive travel consultancy and booking support for international cardmembers. Served as a Tier 2 escalation point to effectively address significant customer complaints and technical issues. Managed offline escalation queues while maintaining high service levels for specialized travel requests.
Skills & Expertise
Education
- Bachelor in Hotel and Restaurant ManagementUniversity of Cebu Banilad Campus · — — 2012