PHYLORD A.

DAYAG III
Lot 30 Block 1 San Pedro 5 Subdivision
Tandang Sora, Quezon City 1116
(02) 4567441; 0915-4217944
phil_dayag@hotmail.com

EDUCATION
June 2008-March 2010 STI COLLEGE QUEZON AVENUE
Bachelor of Science Business Administration

1998-December 2002 DE LA SALLE UNIVERSITY

Bachelor of Science in Accountancy

1995.1998 COLEGIO DE SAN LORENZO

High School Diploma, March 1998

1994.1995 ATENEO DE MANILA HIGH SCHOOL

WORK EXPERIENCE
OPERATIONS SUPERVISOR,
September 2007-June 2008
Telus International Philippines, Inc.
Lead a team of 20 agents for a console-gaming account based in the
United States. Handled both technical and
customer support lines of business. Provided
real-time floor support, including but not
limited to accepting escalated calls. Coached
each agent on a daily basis and maintained the
employee files of each. Monitored
performance aspects of each agent on a daily
basis: attendance, handle time, quality of
support, resolution and save rate, among
others. Trained and certified for Six Sigma
Green Belt.

August 2005-May 2007 OPERATIONS TEAM LEAD,

ePerformax Contact Centers Corp.
Provided real-time floor support (including but not limited to accepting
escalated calls and resolving system issues) to
a program of more than 400 agents. Monitored
agents’ Average Handle Time, day-to-day
Schedule Adherence and Absenteeism.
Provided real-time correspondence with a US-
based client who is the global leader in online
payments. Provided timely absenteeism,
 billable utilization and lost production hours
reports to upper management. Conducted
biweekly coaching sessions to agents to
provide them with their standing on key
operations metrics. Reported directly to
Operations Supervisors and provided hourly
program and systems status reports to all
concerned, including Vendor Manager, Program
Director, local Network Operations Center, and
client’s Tech Group located in Omaha (NE) and
San Jose (CA). Also performed Workforce-
related functions, including but not limited to
staffing and scheduling based on agents’ skill
set, tier level and tenure, and client’s service
level and other requirements.

May 2005-August 2005 COMMUNITY SUPPORT SENIOR AGENT,

ePerformax Contact Centers Corp.
Was part of the pioneer group of 5 senior agents who provided Tier 3
support (including but not limited to accepting
escalated calls) to all Tier 1 and 2 agents. Sent
regular emails to agents to improve product
knowledge and call handling and issue
identification skills.

April-May 2005 COMMUNITY SUPPORT AGENT,

ePerformax Contact Centers Corp.
Exceeded expectations in all Key Performance Indicators and was
promoted to the Senior Agent position after
only 5 weeks of taking calls.

July-December 2004 TALENT ACQUISITION OFFICER,

iLINQ Human Resources Corp., Baguio City
Sought and trained applicants for the technical
support program of Client Logic in Baguio City.

March-June 2004 TECHNICAL SUPPORT REPRESENTATIVE,

Peoplesupport, Inc.

June 2003-February 2004 CUSTOMER SERVICE AGENT,

eTelecare Global Solutions, Inc.
Was part of the top 50 sales agents (out of over 400 agents) for a US-
based client who is the leading manufacturer of
home and business computer systems and
parts.
April-May 2000 OFFICE CLERK,
SPI Solutions, Inc.
Did desktop publishing and clerical work for office personnel, including
the company president. Learned basic HTTP,
Java programming and the SAP R/3 System.

EXTRA-CURRICULAR ACTIVITIES
2001 MEMBER, Research and Development Committee, Business and
Economics Assembly 2001 (BEA`01), STUDENT
COUNCIL
Did planning, layout, editing and graphics design for the 2001 BATCH
DIRECTORY, a major project of the BEA`01

1998.2001 MEMBER, JUNIOR PHILIPPINE INSTITUTE OF

ACCOUNTANTS

1998.2000 MEMBER, ACTIVITIES COMMITTEE, SANTUGON

1998-2000 MEMBER, OUTREACH COMMITTEE, BUSINESS AND

ECONOMICS 2001

PERSONAL BACKGROUND
Born on April 11, 1981 in Manila, Philippines. Fluent in English, Tagalog
and Ilocano. Knowledgeable in Microsoft Office (Word, Excel, and
PowerPoint), Adobe Photoshop, and MYOB Accounting System.
Interests include playing the guitar, reading and desktop publishing.
Pro-active, dynamic, keen to quality, full of ideas and very easily
trained.

REFERENCES

Available upon request.