MARVIN KAYE
LAURENTE
PROVISIONING OFFICER
TIER 2
PROFESSIONAL PROFILE
I am a consultant with 4 years of experience in Telecom System and system
CONTACT
configuration. Expert in conducting tests for order managers, subscriber
provisioning, and maintaining rating and billing systems as part of the
Telco's BSS/OSS solution. I have gathered knowledge of services
-
fulfillment and the provisioning rules for VOIP services for big carriers.. I
have extensive experience with Revenue Assurance analysis in Telecom,
using Data Science to prevent fraud and revenue losses.
-94
Cherry
Blossom
St
Zenaida
Subd
Sto
Niño
Marikina City
WORK EXPERIENCE
Commander Activations | Acquire BPO
June 25,2019 – Present Provisioning Officer Level 2
Duties and Responsibilities
SKILLS
Team Work
Time Management
- Handles tickets for VOIP, ISDN and PSTN Service numbers.
- Gathers information about the issue that customers | Dealers call about and
documents each calls for reference and follow up purposes.
- Maintains the required metric score for each advisor in maintaining
satisfactory performance for customer
- Handles general inquiries and process for Porting. Communication between
Verbal & Written
carriers in Australia
Communication
-Calling customers to provide updates about the Commander phone
- Valet Scheduler for Commander phones
installation
- Confirming correct details such as address for the installations and handsets
- Inform customer if there's a possible charges such as travel fee, modem fee
etc.,
- Checking if the services are provisioned, hardware has been delivered and
data is active before sending the request to the nearest Local Commander
Centre
- Sending valet job scope to the Local Commander Centre
- Calling customer to advise the valet appointment date
- Valet invoicing
- Handling Ageing reports and tickets for the whole team
- Making sure to activate services
Engin, ClubTelco, AMNET, Eftel | Acquire BPO
January 18,2016 – June 25,2019 Customer service,| Technical Support
Representative and TIO specialist
Duties and Responsibilities
- Handles technical calls for Broadband, NBN, VOIP, Mobiles and PSTN for
Legacy Brands
- Gathers information about the issue that customers call about and
documents each calls for reference and follow up purposes.
- Maintains the required metric score for each advisor in maintaining
satisfactory performance for customer
- Handles general inquiries and billing concerns for customers as Infinite
customer care.
- Doing some basic level 2 technical process for broadband and VOIPs
- Skilled for canceling customer service
- Helping out to answer queries for business losses via email and providing the
right solutions to avoid unnecessary credits
- understanding complaints regardless if it is technical or billing
- crossed trained with the other three products with the same skills
Bing Ads | Arvato Bertelsmenn
January 2014 – December 2014 | Small Medium Business
- Handles Bing ads advertisements for customers.
- Skilled with Editorial guidelines for the approval for each ad to be posted to
the search engine.
- Gathers information about the issue that customers call about and
documents each chats and emails. for reference and follow up purposes.
- Maintains the required metric score for each advisor in maintaining
satisfactory performance for customers
- Helping out clients by giving them Approved ads and optimized keywords
for clicks and impressions.
T-mobile USA | APAC Customer service | EGS | Alorica
February 2012 – January 2014 Customer service | Inbound
sales representative | Trainer Assistant | SME
- Handles billing and sales inquiries for T-mobile
Gathers information about the issue that customers call about and documents each
calls for reference and follow up purposes.
- Maintains the required metric score for each advisor in maintaining satisfactory
performance for customer
- Handles general inquiries and billing concerns for customers as Infinite customer
care. Doing some basic level 2 assistance for Mobile phones and mobile broadband.
Provides assistance to Level 1 agents.
- 1 year of consistent for being Number 1 seller and Hitting perfect score for CSAT /
VOC
- Handles 2 classes for Sales Transitions from Level 1 Customer service
representatives
Givalia Coffee, Lexmark Printers and Cricket wireless| Sitel
Phils
April 2011 – January 2012 Customer service representative |
Technical Support | Dealer support
Duties and Responsibilities
- Handles technical calls for CDMA phones
- Gathers information about the issue that customers call about and documents each
calls for reference and follow up purposes.
- Maintains the required metric score for each advisor in maintaining satisfactory
performance for customer
- Handles for network issue for CDMA Phones
- Helping customers to book for an appointment and manage orders for the coffee
- Helping cusfomers to set up and configure Printers
EDUCATIONAL BACKGROUND
TERTIARY ICCT Colleges Inc.
Bachelor of Arts in Mass Communication
SECONDARY Roosevelt College Cainta
PRIMARY Roosevelt College Cainta
CHARACTER REFERENCES
Acquire Asia Pacific Manila
Celso Manzano-
Katrina Capinig-
