Marvin Kaye Laurente

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-