Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Timeline
Generic
Daryll Fagarang

Daryll Fagarang

Caloocan City,Philippines

Summary

I bring with me over 15 years of professional experience across operations management, sales, and administrative roles. While my background is largely in the Business Process Outsourcing (BPO) industry in the Philippines—where I led teams, met high-pressure targets, and handled performance management—I’m now seeking a more hands-on and physically engaging role, such as a farm worker, here in Canada.

What I may lack in direct farm experience, I make up for in work ethic, discipline, and willingness to learn. Throughout my career, I’ve been known for being dependable, hardworking, and results-driven. I’m no stranger to long hours or physically demanding work, and I take pride in doing every task to the best of my ability—whether it’s managing reports or harvesting crops.

I also have experience as a network marketer, virtual assistant, and blogger—demonstrating that I can adapt to different roles and environments quickly. At this point in my life, I’m eager to build a new chapter through honest, physical work, and I’m fully committed to contributing to any team that gives me a chance.

Overview

18
18
years of professional experience

Work History

OPERATIONS MANAGER

Concentrix CVG Philippines
11.2021 - 01.2025
  • - Analyze and maintain all client service level agreements, implement improvement plans as needed
  • - Maximize revenue generation to reach long and short term financial projects
  • - Selecting, training, developing and managing performance of direct reports and their associates, including planning and assigning work for staff in accordance with the organization policies and applicable legal requirements
  • - Manage and review operational reports
  • - Create and maximize relationships with client partners
  • - Provide leadership and guidance to a group of Team Leaders to ensure consistent administration of company policies and standards
  • - Define and implements corrective actions as needed to meet operational performance
  • - Conduct regular one-on-one with direct reports to review individual performance of their team and offer ongoing developmental coaching
  • - Create a positive work environment through employee engagement, resolve employee relation issues in a professional and timely manner
  • - Participate in cross-functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA - and partner to define action plans that resolve issues and drive continuous improvement
  • - Implement best practices and over-deliver for the clients, drive consistent performance, evaluate staffing needs and make adjustments to meet changing requirements
  • - Attend business review with the client
  • - Oversee a group of 30-50 agents and 3-5 team leaders

TRANSITION/NESTING TEAM LEADER

Concentrix CVG Philippines
01.2021 - 11.2021
  • - Develop, coach, observe and monitor progress of Transition/Nesting Advocates
  • - Conduct coaching observations, certifications and correct production handoff of nesting agents
  • - Assign floorwalk / chat support duties when needed to support both production and nesting
  • - Support management focus of key drivers, metrics and operational processes
  • - Review and provide feedback to training and development on product curriculum
  • - Take Tier 1 calls to understand call drivers and behaviors
  • - Create all processes and guidelines for nesting agenda and Transition/Nesting Advocates
  • - Generate reports for nesting, including scorecard
  • - Clarify and research program-related nesting processes and submit recommendations as needed
  • - Provide feedback to production Team Leaders regarding the opportunities of their agents
  • - Filter agents being endorsed to nesting and production through CVA and financial measurements
  • - Use developed communication skills to participate in calibration sessions, conference calls and staff meetings
  • - Demonstrate flexibility by working varying shifts and responding to unanticipated events
  • - Respond to program needs as they arise

TOOL TESTERS TEAM LEADER

Concentrix CVG Philippines
11.2019 - 12.2020
  • - Develop, coach, observe and monitor progress of tool testers
  • - Publish reports on tool trials, updates and group initiatives
  • - Provide support and management for focus tool testers identified with performance opportunities
  • - Support client focus on gathering data for trials
  • - Help tool testers provide recommendations on client-specific processes, call flows and tools
  • - Partner with the SMEs in driving proactiveness in providing feedback
  • - Conduct onboarding on new trials to agents
  • - Effectively use business standard oral and written communication skills on a daily basis
  • - Use developed communication skills to participate in calibration sessions, conference calls and readouts
  • - Clarify and research program-related processes and submit recommendations as needed
  • - Demonstrate flexibility by working varying shifts and responding to unanticipated events
  • - Respond to program needs as they arise

TEAM LEADER

Concentrix CVG Philippines
12.2017 - 11.2019
  • - Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring on accordance with organization policy and applicable legal requirements
  • - Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved
  • - Identify performance-related issues, develop an action plan for improvement, implement corrective action up to termination of employment
  • - Ensure service delivered to our customers meets contractual Key Performance Indicators and financial expectations
  • - Communicate expectations to employees and provide timely updates
  • - Provide subject matter expertise in handling escalated calls as needed
  • - Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input
  • - Schedule and organize team activities
  • - Stay current on internal work processes, policies and procedures
  • Attend required manager development training
  • - Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

TRANSITION/NESTING ADVOCATE

Convergys Corporation - Concentrix CVG Philippines
06.2016 - 12.2017
  • - Prepare new hires for the job by teaching the expected behaviors
  • - Drive performance of new hires through consistent coaching and team huddles
  • - Conduct discussions and refresher sessions to reinforce what the agents learned from training
  • - Assist production agents via floorwalk
  • - Ensure the consistency of behaviors of the Support Group through calibration on recorded calls
  • - Play the role of a Team Leader when needed as an OIC

VIRTUAL ASSISTANT

KimNieves.com
07.2013 - 08.2016
  • - Write articles on lifestyle, food, events and fashion
  • - Attend events on bloggers' behalf
  • - Meet with other influencers, media partners and prospect companies to promote the blog
  • - Coordinate product shipment of sponsoring brands
  • - Promote brands in different social media platforms
  • - Promote the blog in different social media platforms
  • - Submit daily reports of activities via email

TIER 3 CUSTOMER SERVICE REPRESENTATIVE

Convergys Corporation
03.2016 - 06.2016
  • - Address customers' billing, technical and programming concerns over the phone by providing information and troubleshooting steps

SUBJECT MATTER EXPERT

Convergys Corporation
04.2015 - 03.2016
  • - Help the Team Leader of the assigned group manage the agents by coaching for performance, conducting team meetings for updates and answering technical questions
  • - Provide assistance and escalation approvals to the supported site via chat
  • - Handle supervisor calls

TECHNICAL SUPPORT REPRESENTATIVE

Convergys Corporation
02.2014 - 04.2015
  • - Answer customers' queries and resolve technical concerns over the phone by providing information or troubleshooting steps

BUSINESS ASSOCIATE, PUBLIC SPEAKER, GROUP LEADER, TRAINER

FIRST VITA PLUS MARKETING CORPORATION
06.2007 - 12.2012
  • - Motivate and inspire people from different walks of life to join the sales force through one-on-one discussions and public seminars
  • - Market health and beauty products
  • - Close business deals
  • - Develop, organize and sustain subordinate groups
  • - Conduct sales and speakership trainings
  • - Lead group meetings

Education

Bachelor of Arts - Christian Education, Major in Guidance Counselling

Southeast Asia Christian College
01.2019

Bachelor - Theology

ComDEP (Community Development Program)
01.2017

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Driving a manual vehicle

Hobbies and Interests

Writing, photography, music, automobiles, fashion

Languages

English
Native or Bilingual

Timeline

OPERATIONS MANAGER

Concentrix CVG Philippines
11.2021 - 01.2025

TRANSITION/NESTING TEAM LEADER

Concentrix CVG Philippines
01.2021 - 11.2021

TOOL TESTERS TEAM LEADER

Concentrix CVG Philippines
11.2019 - 12.2020

TEAM LEADER

Concentrix CVG Philippines
12.2017 - 11.2019

TRANSITION/NESTING ADVOCATE

Convergys Corporation - Concentrix CVG Philippines
06.2016 - 12.2017

TIER 3 CUSTOMER SERVICE REPRESENTATIVE

Convergys Corporation
03.2016 - 06.2016

SUBJECT MATTER EXPERT

Convergys Corporation
04.2015 - 03.2016

TECHNICAL SUPPORT REPRESENTATIVE

Convergys Corporation
02.2014 - 04.2015

VIRTUAL ASSISTANT

KimNieves.com
07.2013 - 08.2016

BUSINESS ASSOCIATE, PUBLIC SPEAKER, GROUP LEADER, TRAINER

FIRST VITA PLUS MARKETING CORPORATION
06.2007 - 12.2012

Bachelor of Arts - Christian Education, Major in Guidance Counselling

Southeast Asia Christian College

Bachelor - Theology

ComDEP (Community Development Program)
Daryll Fagarang