Will Lababo Email and Phone Number

•        Responding via telephone and email to inquiries/complaints from agents or customers (senders or beneficiaries of money transfers). resolving any issues that arise. •        Acting Team Leader and attending Supervisory Calls.•        Modifying and correcting data from orders processed incorrectly. •        Maintaining constant communication with the correspondent (paying agents in Australia, New Zealand, South Korea and Singapore) via telephone or email in order to resolve complaints. •        Managing together with the accounting department refunds from canceled orders. •        Handling all banking correspondence letters, which includes non-receipt of queries, transfer amendments, cancellations and settlement been done on time and faster closure of complaints. •        Adequate knowledge of internal circulars of the company and collection of information on banking related procedures.

•        Responsible for implementing effective marketing strategies to attract and acquire new deposit customers. •        Responsible for all marketing / business development activities for top-ranked region of international financial services organization and overseeing all the partners branches (BAJ – Fawri).  •        Directed marketing communication, effective dissemination of information about the product, brand and value proposition to each market segment. •        Business banking specialist; acquired new business accounts, loans and lines of credit; successfully developed and maintained relationships with new and existing Asia United Bank clients to expand product utilization; continually developed new client referral resources.  •        Monitored and evaluated competitive developments in each remittance centers and reports the same to head office. •        Visited and attended Filipino community gatherings and immediately facilitated small seminars to individuals to explain and offer Asia United Bank's products and services such as account openings and its benefits.  •        Stationed in the partners branches to promote Asia United Bank’s products and services and assisted on the clients’ inquiries.

•        Leadership – Led a team of 25 customer service officers who provided support to over 160 Al Ansari Exchange branches and customers.  •        Additional supervisor functions such as performance management, coaching and mentoring, scheduling, handling customer escalation, and phone queue monitoring. •        Prepared and updated the business partners’ newly implemented and additional services exclusively for both branches and Customer Service Team. •        Customer Relations – attended a monthly tie-ups/partner’s interface meeting as an Officer-In charge to Philippine related transactions to provide systematic analysis and address tie-ups/partners issues and concerns.  •        Training and Development - provided product training for all the staff. •        Consolidated and prepared reports and evaluation on individual and team performances on quarterly, half yearly and yearly basis.  •        Recommended advancements to the workflow of the Customer Service Unit. •        Reviewed and monitored all pending transactions and unsettled issues. •        Maintained detailed records of the staff such as leave and OT/UT offsetting in schedules of the Customer Service Section. Monitored Daily Calls in AVAYA system based on instructions from Superiors.

•        Established & maintained work standards for quality of work with an emphasis on good customer service reducing customer complaints. •        Supervised and reviewed the performances of the Customer Service Officers. •        Maintained detailed & accurate records of the customers’ inquiries and follow-ups received.  •        Reported & advised the Manager Operations regarding Customer Service-related matters and issues.  •        Developed Customer Service Policies & Procedures to ensure consistent customer service & satisfaction. •        Resolved major problems with Al Ansari Exchange product escalated to the Customer Service Section. Coordinated with business partners regarding technical issues, pending transactions and others.

·        Handled all Banking Correspondence letters, which includes non-receipt of queries, transfer amendments, cancellations and settlement been done on time and faster closure of complaints.·        Attended Branch and Customer Telephonic general enquiries of products & services and providing suitable solutions. ·        Communicate closely with customers and other financial institutions in solving erroneous transactions.·        Maintained complaint register in Excel sheet on daily basis.·        Filed all required documents received from Al Ansari Exchange branches.·        Maintained a friendly, yet professional demeanor with both customers and co-employees. ·        Updated branches regarding daily pending transactions and also follow up with customers for pending complaints.