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David Laureano

@davidlaureano

Customer service leader at Asurion who coached support teams and strengthened first-call resolution and customer retention.

Philippines

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At Asurion, I coached customer service and technical support teams to exceed CSAT, sales, and quality KPIs. I also embedded first-call resolution and proactive troubleshooting into team routines and managed complex customer escalations.

Previously, I supported customers across chat, email, and voice at Conduit Global, handled e-commerce orders and returns at Asurion, and provided Tier 1 and Tier 2 helpdesk support at IBM. I’ve also completed Amazon Virtual Assistant training covering Seller Central, product research, listing optimization, and inventory tracking.

Experience

Work history, roles, and key accomplishments

Sales / Technical Coach

Asurion

Sep 2020 - Feb 2025 (4 years 5 months)

Coached customer service and technical support teams to exceed CSAT, sales, and quality KPIs. Managed complex escalations and designed training programs to improve service quality.

Coaching Performance Development CSAT First Call Resolution Escalation Management Training De escalation KPI Management

Customer Service Representative

Conduit Global

Mar 2019 - Sep 2020 (1 year 6 months)

Provided high-satisfaction support across chat, email, and voice channels. Resolved complex billing and technical inquiries within SLA windows and maintained audit-ready CRM documentation.

Customer Service Omni Channel Support CRM SLA Management Billing Technical Support

Customer Service Representative (E-commerce)

Asurion

Mar 2017 - Aug 2018 (1 year 5 months)

Managed end-to-end order fulfillment, returns, chargebacks, and shipping issue resolutions in a high-volume e-commerce environment. Maintained high CSAT scores through first-contact resolution.

Ecommerce Order Management Returns Chargebacks CSAT First Contact Resolutions

IT Helpdesk Analyst

IBM

Jan 2016 - Feb 2017 (1 year 1 month)

Provided Tier 1 and Tier 2 remote technical support for enterprise hardware, software, VPN, and network issues. Exceeded SLA targets through structured troubleshooting and ITIL-aligned documentation.

IT Helpdesk Tier 1 Support Tier 2 Support Troubleshooting VPN Network Connectivity ITIL

Escalation Specialist

Teleperformance

Jan 2015 - Jan 2016 (1 year)

Managed and de-escalated critical customer cases with a 95% SLA success rate. Partnered with QA teams to identify operational friction points and implement workflow enhancements.

Escalation Management De escalation SLA Quality Assurance Process Improvement

Customer Service / Collections Agent

Convergys

Mar 2013 - Feb 2015 (1 year 11 months)

Negotiated structured payment solutions for sensitive account disputes while meeting collection targets. Balanced financial recovery goals with empathetic customer communication.

Collections Negotiation Customer Service Account Management

Education

Degrees, certifications, and relevant coursework

Udemy

Amazon Virtual Assistant, E-Commerce

Completed Amazon Virtual Assistant course in October 2026, covering Amazon Seller Central operations, product research, listing optimization, and inventory management.