Erwin Calaycay
Customer Service Professional with 8+ years of experience in non-voice support
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About
Customer Service Professional with 8+ years of experience in non-voice support across telecommunications and digital advertising industries. Skilled in troubleshooting, account management, and process improvement. Strong communicator with passion for delivering excellent customer experiences. Flexible, adaptable, and eager to contribute to dynamic teams.
Experience
Customer Service Associate (Non-Voice) - Teleperformance (formerly Majorel / Arvato Bertelsmann) - Quezon City, Philippines
(2017-04 - 2026-03)
- Provide online email support in the online advertising environment.
- Troubleshoot and resolve client inquiries, account issues, and process-related concerns.
- Assist in developing and streamlining procedures to improve ads, tools, and workflows.
- Collaborate with cross-functional teams to escalate and resolve complex issues.
- Achievement: Helped reduce resolution time by streamlining documentation processes, improving client satisfaction scores.
Customer Service Associate (Non-Voice) - Tech Mahindra Ltd. - Quezon City, Philippines
(2013-11 - 2017-04)
- Delivered email support for Globe Telecom business accounts (postpaid lines).
- Handled process-related queries, documentation, and administrative tasks.
- Took initiative in resolving customer concerns and improving workflow efficiency.
- Achievement: Consistently met daily performance targets, maintaining high accuracy and service quality.
Education
Bachelor of Science - Computer Engineering - Polytechnic University of the Philippines (2009-09 - 2010-06)
High School Diploma - Ismael Mathay Sr. High School (2005-09 - 2009-06)
