Elrish R Dagwayan

Elrish R. Dagwayan E:-∙ M: - ∙ Mandaue City, Cebu, PH 6014 https://www.linkedin.com/in/elrish-d-a349b797/ Compliance Manager. I take complex tasks, meets tight deadlines and deliver superior performance. Applies strong analytical skills and decisive demeanor to implement new policies or processes. Operates with conscientious work ethics and strong sense of urgency also thrives in a fast-paced setting. TECHNICAL SKILLS: Basic knowledge in SAP system ∙ Proficient in Microsoft® Office tools ∙ Knowledgeable in using Zendesk, JIRA, Confluence, CRMS and WHMCS ∙ Experienced in HTML, CSS, WordPress ∙ Knowledgeable in using cPanel, WHM OTHER SKILLS: Six Sigma Yellow Belter ∙ Fluent in English ∙ Expert in Filipino (Bisaya + Tagalog) PROFESSIONAL EXPERIENCE Dreamscape Networks Inc. ∙ Cebu City, PH Is a trusted and affordable online solutions provider of domain names, hosting and technology solutions and owns Australia’s #1 domain brand Crazy Domains and Singapore's #1 hosting provider Vodien Internet Solutions. Registry Compliance Manager ∙ 2019 – Present Responsible in ensuring the company policies and procedures comply with regulatory and ethical standards. Engage and initiate project discussion then leads the implementation of new internal processes. Maintain an immediate attention on inquiries, thus I serve as the key liaison person internally, between departments on request and issue resolution. Not to mention the constant communication and harmonious relationship I have developed with the registries and/or governing bodies. For a year, here's the accomplishments under my bell: Completed the entity name update from FZ-LLC to PTE LTD through iCANN (the governing body who's responsible for implementing registry policies for global top level domain names in which all registrars do comply) HKIRC Registry accreditation application has completed as well as the Red.ES Registry accreditation Successfully accredited ten new TLDs which will be an increase for the company's profit. Implemented new internal projects for process improvement. Enabled the automatic download option for internal domain redemption. Updated the domain rules page on our order site as policies and domain requirements changes from time to time Complaints and disputes are being disseminated on a timely manner. By doing so, not just that I am meeting the registry's target but also developing my team member in handling such case. Team Leader ∙ Jan 2014 – Mar 2019 Culpable for managing staff while achieving department goals and objectives. Ensuring handled department performs to management's expectations by conducting staff performance review every month. Engage in creating new processes and explore ways to improve department procedures by studying new initiatives to be implemented. Compile and submit KPI reports in a timely manner and participate in monthly management meeting. Enforced disciplinary actions on department staff when required. For five years as a Team Leader, here's some of my deeds I have treasured. Established an organize processes by creating a documentation page as reference for everyone. Delivered the expected output base on the KPI reports by conducting performance review. Have increased the Feedback survey from 70% to 90E% monthly average. Remained the transaction queue to zero while manage to maintain the average handling time for 30 minutes with assiduity. I have honed a new successful team members by guiding them all throughout their ups and downs. I have built a competitive yet friendly culture within the team. Domain Specialist ∙ Apr 2013 – Jan 2014 Responsible in maintaining the queue to zero and ensuring to address the client concern within 30 minutes. I have met the company's expectations and goals. Communicate and coordinate effectively with other team members and internal department. Reporting to work on time and being reliable is a must for me. Being a domain specialist for a year, below is what I have contributed during my time: Maintained a Feedback score of 90% up. Addresses all escalated cases and perform outbound call for an update. Managed to maintain a 0% queue on our work pool. Teleperformance ∙ Cebu City, PH Teleperformance's Digital Integrated Business Services combines human touch and high technology to deliver extraordinary customer experiences. While technology creates new and agile ways of working, our interaction experts remain committed to creating unique connections through empathy, adaptive communication skills, and more importantly, a passion for making it happen. Customer Service Associate ∙ Jan 2013 – Apr 13 Same with my previous job, assisting client over the phone was my main task. If things get out of hand, create an escalation ticket for further checking. Ensure to provide update on a timely manner by tracking it. Maintained a Feedback score of 90% up. Addresses all escalated cases and perform outbound call for an update. Managed to maintain a 0% queue on our work pool. Convergys Phils (now Concentrix) ∙ Cebu City, PH Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. Customer Service Associate ∙ Aug 2012 – Jan 13 Assisting client over the phone was my main task. If things get out of hand, create an escalation ticket for further checking. Ensure to provide update on a timely manner by tracking it. Maintained a Feedback score of 90% up. Addresses all escalated cases and perform outbound call for an update. Managed to maintain a 0% queue on our work pool. 1and1 Ionos ∙ Cebu City, PH IONOS is the web hosting and cloud partner for small and medium-sized businesses. We are experts in IaaS and offer a portfolio of solutions for the digital space. As the largest hosting company in Europe, we manage more than 8 million customer contracts and host over 12 million domains in our own regional data centers in the US and Europe. Billing Support Specialist ∙ Oct 2010 – Jul 2012 Performed inbound and outbound call in assisting client. Best in world service is what we provide by delivering the expected output on time. Assuring customer satisfaction by providing first hand resolution. Have reached the company's goals by reporting to work on time. For a year and a half, I was committed to give my best for the company below: Maintained a passing feedback score monthly. Satisfied client, seeing the overall feedback results every weekly meeting. Addresses all escalated cases and perform outbound call for an update. Technical Support Representative ∙ Mar 2009 – Oct 2010 Answering incoming phone calls and provide support to callers experiencing technical issues. Listening to descriptions of client issues and determine how and if they can be fixed. Assisting them in installing software applications to use for their website and troubleshooting hosting cases. Here’s what I have contributed to the company for a year and half: Maintained a passing feedback score monthly. Satisfied client, seeing the overall feedback results every weekly meeting. Addresses all escalated cases and perform outbound call for an update. EDUCATION Bachelor of Science in Information Technology University of San Jose - Recoletos Cebu, PH 2008 Courses taken: IT Project: Dental Management System Language used: VB.NET, MySQL, ASP.Net