Meet Wilbur

I have 17 years of experience with the BPO industry since 2006, as a Technical Support Representative, a Customer Service Representative, as an Associate Universal Trainer, as a Communication Coach, as a Learning Specialist, as a Learning Specialist Manager OIC/POC, and as a Customer Service Coach. I have spearheaded special projects focusing mostly on performance improvement for the campaigns/Lines of Business. I came up with strategies that helped improve the performance and learning curve of trainees and tenured agents at a faster pace. I came up with process documents that helped in the effective implementation of these strategies upon execution of the trainers. I have an Excellent Deep Dive Analysis Skill that has helped me in the success of these projects that was a big aid on our Bridge Plans/Learning and Operations Collaboration.