Wilbur Langurayan

Experience

• 

  Western Union

  Mar 2008 - Mar 2013

  • Leads, coordinates, or participates in assigned minor projects simultaneously, including research, analysis, documentation, design/develop testing, problem resolution, training, status reporting, implementation, and post-rollout review/audit.• Creates business process flows, develops/performs system testing, and analyzes solutions.• Prepares presentation materials for management reports.• Work on overall project planning through reporting on project schedules and deliverables.• Plan, manage and monitor minor projects from concepts through implementation.• Provide support to the Project Manager in planning, managing, and monitoring major projects from concepts through implementation.• Assist with the preparation of a variety of reports covering budget status, forecast reports and other management reports. Show less • Identify, define, and implement policy and procedures for the enhancement of the AROC Operation under direction of the Operations Manager.• Manage, coach and motivate staff members to achieve high performance.• Serve as an escalation point and information source for AROC Operations staff, Network Agents and Commercial Operations Managers, with regard to existing and new country information, complaints and provide support for all new product introductions.• Monitor staff performance by using real time management and historical data information in order to achieve Key Performance Indicators. • Liaise with Account Managers to maintain and improve Agent Satisfaction within our region.• Implement and enhancing Reward and Recognition programs in order to improve/maintain employee satisfaction.• Recruit and select talented and customer- focused candidates to work within the organization.• Support, assist and train Support Specialists in handling difficult customer issues.• Liaising with different departments in order to work on key projects and provide support for campaigns.• Hold regular structured one on one meeting with team members and prepare and follow through career development plan with each member. Show less • Deliver monthly rosters and weekly review of rosters for the Call Centers• Accurate and effective staffing to meet targeted key performance indicators for the Call Centers• Daily monitoring of staff levels and acting on over or under staffing as required to meet training/other needs• Daily/ weekly review of the staffing performance against KPI’s in conjunction with Call Center management, MIS and Quality analysts• Ensure documentation/ procedures/ measurements are kept up to date and meet industry standards• Provide continuous improvement assessments and recommendation to the Call Center on performance, staffing and adherence to schedules.• Handles escalation (call, fax and email ) to APROC and Phil Head Office.• Conducts Up-Training/FGD for certified agents.• Provides floor support to on the job trainees• Evaluates and monitors call handling of trainees to check their progress • Coaches trainees to help improve on quality scores while meeting objectives on performance metrics• Motivates trainees• Attends calibration meetings to ensure consistency in the monitoring process and to remain updated on current issues • Gives feedback to trainees based on monitored calls.• Receives customer calls, establishes primary call purpose or need and provides the appropriate customer support.• Prepares the following reports: Escalation Report ( Daily, Weekly and Monthly )• Assist Team Leaders in monitoring low performing reps.• Provides coaching/feedback for reps with areas of opportunities.• Take calls when they are not in the training class.• Prepares action plans for agents if needed• Performs other duties that may be assigned from time to time. Show less

  • Analyst, Project Management

    Dec 2012 - Mar 2013

  • Team Leader

    Jun 2011 - Mar 2013

  • Subject Matter Expert

    Nov 2010 - May 2011

  • Support Specialist

    Mar 2008 - Oct 2010
• 

  Viamericas Corporation

  Apr 2013 - Aug 2020

  Manager, Agency and Customer Service

  - Supervise day-to-day operations in the customer service department.- Respond to customer service issues in a timely manner.- Create effective customer service procedures, policies, and standards.- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.- Maintain accurate records and document all customer service activities and discussions.- Assess service statistics and prepare detailed reports on your findings.- Hire and train new customer service agents. Show less

• 

  Go2

  Feb 2021 - now

  Project Manager
• 

  Fashion Institute of the Philippines - Ortigas Main Branch

  Jan 2022 - now

  Head of Communications and Public Relations