CAREER OBJECTIVE:
To obtain employment, continue to grow in leadership and knowledge, interact and
share with members and colleagues, develop a world- class solution to real-world
challenges, and obtain a position where I can use my knowledge and ability to work
with other people.
Daryl P. Panela
--
Vigan City, Ilocos Sur
PERSONAL INFORMATION
Age:
32 years old
Date of birth: May 6, 1993
Birthplace: Vigan City
Gender: Male
Height: 5'2
Weight: 65 kgs
Civil Status: Single
Religion: Iglesia Ni Cristo
Citizenship: Filipino
Language: Ilokano, Tagalog, English
EDUCATION
Bachelor of Science in Business
Administration Major in Human
Resources Development Management
University of Northern Philippines-
SKILLS
Customer Service & Communication
Customer Relationship Management (CRM)
Conflict Resolution & De-escalation
Active Listening & Empathy
Excellent Verbal & Written Communication
Cross-Cultural Communication
Leadership & Team Management
Performance Monitoring & Coaching
Team Supervision & Motivation
KPI Analysis & Improvement Planning
Staff Development & Mentorship
Call Flow & Workforce Management
Coordination
Operational Expertise
Quality Assurance Compliance
Service Level Agreement (SLA) Management
Escalation Handling & Issue Resolution
Root Cause Analysis & Reporting
Process Optimization
Tools & Technologies
Salesforce, Freshdesk ( CRM platform used)
MS Office Suite (Word, Excel, PowerPoint)
Ticketing & Knowledge Base Systems
Remote Work Proficiency
Virtual Team Management
Remote Training & Onboarding
Time Management & Self-Motivation
Use of Collaboration Tools (Zoom, Slack, MS
Teams)
WORK EXPERIENCES
Operations Team Manager Customer
Experience
June 2022 - October 2024
Alorica Inc.
San Nicolas, Ilocos Norte
Led and managed a team of 15–20 agents in a fast-paced BPO environment, overseeing
daily operations to ensure performance targets were met or exceeded.
Monitored KPIs such as AHT, CSAT, QA scores, and attendance, and implemented
improvement plans when needed.
Conducted regular coaching, performance reviews, and development plans to enhance
agent skills and morale.
Coordinated with QA, WFM, and Training departments to ensure alignment of goals and
support agent success.
Managed escalations from customers and clients, resolving issues promptly to maintain
client satisfaction and service level agreements (SLAs).
Prepared weekly and monthly reports on team performance, trends, and opportunities for
improvement.
Customer Experience Agent
Alorica Inc.
San Nicolas, Ilocos Norte
November 2016 - May 2022
Delivered high-quality customer service through voice, chat, and email support across
various accounts, including telecommunications and e-commerce.
Handled an average of 80+ customer interactions per day, consistently meeting or exceeding
key performance metrics (AHT, CSAT, FCR).
Resolved customer complaints and concerns with empathy and efficiency, maintaining
professionalism under pressure.
Escalated complex issues to appropriate departments while ensuring follow-up and
resolution.
Maintained up-to-date knowledge of product features, services, and internal processes to
ensure accurate information delivery.
Assisted in training and mentoring new agents on tools, procedures, and soft skills.
On-the-Job T rainee
Sangguniang Panglalawigan - Provincial Secretariat
Provincial Capitol of Ilocos Sur
October 2013- March 2014
Provided administrative support such as filing, encoding documents, and preparing official
correspondence for legislative operations.
Assisted in organizing and documenting session proceedings, committee meetings, and other
official functions.
Maintained accurate and confidential records in compliance with government
documentation standards.
Supported staff in daily clerical tasks including photocopying, scanning, and managing
incoming/outgoing communications.
CHARACTER REFERENCES
Mark Albangco
Site Director
Alorica Inc. San Nicolas
-
Myrtle Gazle Balajadia
Operations Manager
Alorica Inc. San Nicolas
-
Jheslyn Pamplona
Team Manager, Operatios
Alorica Inc. San Nicolas
-
“I hereby certify that all of the above information is true base on the best of
my knowledge.’
DARYL P. PANELA
Applicant
