Erickson Dumandan

Customer Service Representative with over 4 years of BPO experience providing customer support through phone, email, and live chat. Experienced in troubleshooting customer concerns, resolving service issues, processing requests, documenting cases, and coordinating with internal teams to achieve timely resolutions.

Chat Support - Amazon

(2021-06 - 2022-08)

• Provided customer support through chat and calls, handling an average of 60+ customer inquiries per day related to order status, returns, refunds, and product concerns.
• Resolved customer issues by coordinating with logistics and fulfillment teams, ensuring timely delivery updates and accurate case resolution.

Customer Service - Blended ( AU Telco) - Acquire BPO

(2022-09 - 2025-08)

• Provided customer support through calls, chat, and email, assisting customers with signing up for broadband services, bill payments, plan upgrades, SIM activation, and purchasing mobile data packages.
• Performed basic troubleshooting for internet connectivity and mobile service issues, resolving concerns efficiently and escalating complex cases when necessary.

Email and Chat Representative - CSR ( Bookings) - Bookaway

(2025-10 - 2026-06)

• Responded to customer inquiries via live chat and email, handling an average of 80+ tickets per day while maintaining accuracy and service quality.
• Assisted customers with booking placements, cancellations, modifications, and travel-related requests while ensuring compliance with company policies.
• Managed customer requests and case documentation, ensuring efficient issue resolution and high customer satisfaction in a fast-paced environment.

Bachelor of Science - Information Technology - College for Research and Technology (2016-09 - 2020-06)