Kent D.
Mid-Level Business Process and Web Testing Specialist
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Kent D. is a seasoned professional in Business Process and Web Testing with over three years of experience in compliance validation, functional testing, and technical support. At Manulife Business Processing Services, he ensures regulatory compliance and system integrity by meticulously validating Business Rules Documents and conducting thorough functional testing of Plan Member Sites. By tracking issues in JIRA, Kent consistently achieves a resolution rate of 95% within SLA timelines. Previously, as a Business Process Senior Associate, he excelled in maintaining data accuracy and supporting high-volume transactions. His tenure as a Technical Service Representative at ResultsCx saw him resolving technical issues and enhancing customer satisfaction for Comcast services. He further honed his technical prowess at Concentrix, where he aided businesses with QuickBooks Desktop Payroll. Kent holds a Bachelor of Science in Customs Administration from the University of Cebu and has demonstrated leadership in student government roles. He effectively utilizes his expertise in Data Management, SLA Management, and JIRA Tracking to drive operational excellence.
Experience
Web Testing
Manulife Business Processing Services · 2025 — PresentReviewed and validated Business Rules Documents to confirm completeness, regulatory compliance, and accuracy regarding benefits, options, and coverage, ensuring alignment with client-defined structures and wireframes. Analyzed client requirements while validating configuration rules for proper implementation, proactively identifying discrepancies to uphold system integrity. Conducted functional testing of Plan Member Site links to verify correct setup and a seamless user experience. Documented and tracked issues in JIRA, achieving 95% resolution within SLA timelines.Business Process Senior Associate – Level 2
Manulife Business Processing Services · 2024 — 2025Entered and processed transaction data in compliance with established procedures, maintaining high quality and efficiency. Reviewed and validated cases to mitigate financial discrepancies, applying sound judgment during processing activities. Supported peak workloads by consistently meeting or exceeding service level targets through daily overtime and team collaboration. Assisted in team knowledge expansion by mastering additional functions and suggested process improvements. Managed time-off requests effectively during high-volume periods and undertook additional tasks as assigned by management.Technical Service Representative
ResultsCx · 2023 — 2024Provided customer support for Comcast’s TV, internet, and phone services by addressing inquiries and troubleshooting technical issues through inbound calls. Assisted customers with billing inquiries, payments, account updates, service activations, and upgrades, ensuring accurate and prompt resolution. Promoted customer retention by offering tailored solutions and promotions while educating customers on both new and existing products and services.Technical Advisor
Concentrix · 2021 — 2023Delivered technical support for QuickBooks Desktop Payroll, assisting users with software installation, updates, and connectivity issues via inbound calls. Aided businesses in establishing payroll systems by managing employee information, tax forms, and payroll settings. Guided users through payroll processing tasks, including calculating wages, deductions, and taxes, while overseeing paychecks and direct deposits, and advised on payroll tax compliance and filing requirements, as well as subscription or billing inquiries.
Skills & Expertise
Education
- Bachelor of Science in Customs AdministrationUniversity of Cebu – LapuLapu and Mandaue · 2018 — 2022
- General Academic Strand – with high honorACLC College of Mandaue · 2016 — 2018
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