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Customer Care Service

Quezon City, Philippines
September 24, 2020

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Wilbur Langurayan

Personal Profile

‘A results-driven professional with 12 years experience in finance

and customer service. Background includes client relationship

management. project management, customer care handling and

pioneering new site developments

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Phase 10-A, Lot 22, Block 31. Bagong

Silang, Caloocan City


Project Asia:

= Integration of Merchantrade Financial

Services and its networks across Asia

including countries such as Malaysia

indonesia, China, and inci,

Documentation and creation of training


Develop KPIS for the operations team.

Maintain good relationship and spearhead

‘meetings/ communications to further

develop business engagement.

Project Philippines

Coordinate and integrate with efferent

financial institutions inthe Philippines

including 8DO, Asia United Bank, BP

PayMaya, Cebuana Lhuillier and M Lhuillier

Maintain good relationship and spearhead

‘meetings/ communications to further

develop business engagement.

Project Japan

‘Spearhead integration and coordinate

with different departments,

‘Creation of training materials and develop

KPIs for the operations team to use

Monthly meetings to discuss any changes

with operations.

‘Contact person for annual security audit

Work Experience

Manager, Agency and Customer Service

Viamericas Corporation April 2013 - July 2020

- Drive team and individual success against key performance indicators (KPIs)

for areas of responsibilty

~ Proactively identify operational risks or issues and work closely with internal

and external partners and stakeholders for solutions.

Identify and contribute to the creation of new metrics, KPIs, reporting and

monitoring to drive operational excellence.

Actively nurture appropriate communication and feedback loops inside the

team and throughout the company to leverage insights and learning to their

fullest potential

Project Management Analyst

Western Union Financial Services 2008 - 2013

- Leads and coordinates assigned projects simultaneously, status reporting and

including research, analysis, documentation, design/develop testing, problem

resolution, training, and implementation.

Academic History

University of the Philippines-Diliman

European Languages French Language

~Extramural Course in European Languages

~ Completed French language Levelt

- Michael Thomas Method

St. Clare College of Caloocan

Scholar Bachelor of Scienc

- Writer, Official School Gazette

‘Computer Science

~ Class President, 1st Year to 4th Year

~ Member, St. Clare Debate Society

Specializations Languages Spoken

- Finance English, Filipino, Japanese and

= Remittance

French both level 1)

~ Bill Payments

- Business Relationship


- Project Management

- Communication

~ Technical Writing

~ Customer Service

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