Erwin Lee

A seasoned professional with over 10 years of experience in the iGaming industry, complemented by extensive expertise in customer service and hospitality. Demonstrates a proven track record in client relationship management, team leadership, and process improvement. Adept at managing customer service operations, crisis management, and project coordination. Fluent in Mandarin with intermediate proficiency in English.

Inspector at BPO Call Center (2025-07 – Present)

• Review and inspect whether the clients' requirements and complaints were properly addressed or escalated.
• Update the daily and real-time announcements and notices, including business news.
• All staff are capable of receiving and responding with the latest and correct information when clients request it.
• Establish a schedule for the on job training and routine examinations.
• Arrangement of manpower shifts and discussion with the team leader.
• Preparation and submission of daily, weekly, and monthly work reports

Operation Manager at Dahan Entertainment (2024-01 – 2025-06)

• Standardize test schedules and methodologies.
• Coordinate cross-departmental activities, including promotional and marketing festivals; develop standard processes and content.
• Communicate with game providers regarding promotion rules and regulations; translate and edit internal documents.
• Maintain business relationships with vendors and partners.
• Train, recruit, and develop team members.
• Analyze data to create new promotions or festivals.

Account Manager / CS Manager / Senior Customer Service Representative at SW Tech (2017-04 – 2023-11)

• Maintain client information and contacts.
• Collect and address client feedback, collaborating with multiple departments to provide solutions and improvements.
• Discuss promotion rules and regulations with game providers and perform internal translations and edits (Mandarin).
• Build and maintain business relationships through client visits.
• Manage team schedules, including duty shifts and on-the-job training.
• Resolve and record customer complaints, and collect feedback on games.
• Oversee new system setups, test and confirm data information, and monitor system features.

Crisis and Customer Relationship Management Manager at MF Tech (2015-07 – 2017-04)

• Manage team member shifts and schedules, including on-the-job training.
• Resolve and record customer complaints, collecting system errors for supervisors.
• Collaborate with IT and Marketing for troubleshooting.
• Monitor accounts products in and out data and system functionality, ensuring accurate records.
• Prepare monthly reports for team performance and system evaluations.
• Assist with sportsbooks promotions and workflow management.

Crisis Management Operator at DF Group (2014-06 – 2015-06)

• Collect and file customer account data.
• Confirm and escalate abnormal situations to relevant teams.
• Collaborate with the CS department for training and online support.
• Manage and record unauthorized accounts and IPs.
• Handle player personal information.
• Sportsbook operation assist (America Football)

Guest Service Officer at Marina Mandarin, Singapore (2012-11 – 2014-04)

• Manage housekeeping daily tasks.
• Address and escalate customer complaints.
• Introduce hotel facilities and provide city tours by map.
• Assist with guest requirements and manage schedules, including flight and train bookings.
• Arrange monthly equipment maintenance and business center schedules.

Non-commissioned Officer at Marine Corps Of R.O.C (2007-06 – 2012-09)

• Manage intelligence information.
• Develop and implement training plans for recruits.
• Oversee daily training programs.

Receptionist at Howard Hotel, Taichung (2006-04 – 2007-05)

• Assist with client check-in/out and reservations.
• Address tenant queries and resolve incidents.
• Assist with travel plans and car rentals.

Bachelor of English in English – HungKung University, Taichung, Taiwan (2003-09 – 2007-06)