Dhaniel Curay

Results-driven professional with over 8 years of experience in team coaching, operational leadership, and cross-functional support. Proven track record of optimizing workflows and mentoring high-performing teams to consistently exceed KPIs in fast-paced corporate and retail environments. Holding a recently completed Master of Management, combining hands-on leadership experience with advanced academic frameworks in data-driven strategy and process optimization.

Positioned to leverage a strong foundation in customer excellence and team development to drive operational success in a managerial capacity.

Technical Advisor II at Concentrix Canada (2026-08 – 2026-10)

• Advanced Diagnostic & Technical Support: Investigates and resolves complex, unstructured technical issues involving hardware, software, operating systems, and network configurations that go beyond basic scripts.
• Root-Cause Analysis & Log Processing: Examines system diagnostics, error logs, and device configurations during live customer sessions to isolate root causes and execute multi-step technical fixes.
• End-to-End Case & Ticket Management: Manages detailed CRM ticketing records, tracks issue lifecycles to complete resolution, and documents reproducible software bugs for client engineering teams.

Fashion Associate / Operations Support at Walmart (2024-11 – 2026-10)

• Awarded "Shining Star" recognition for exceptional operational execution and reliability within the first 6 months.
• Manage stock intake and processing, including receiving large-scale skids and utilizing pump-trucks for efficient department staging.
• Collaborate with store leadership to maintain inventory accuracy and optimize the customer floor experience during high-volume periods.

Senior Customer Support Teammate and Backup Coach at PayPal (2019-09 – 2024-08)

• Risk & Fraud Escalations: Acted as the primary escalation point for complex financial, payment, and account security issues, investigating unauthorized transactions and payment disputes under strict deadlines.
• KYC & Account Verification: Executed identity verification (KYC) reviews and account restriction workflows to validate user documentation, prevent identity fraud, and securely restore restricted accounts.
• Operational Coaching & Quality Control: Mentored a team of 8–10 representatives on risk policies, security escalation protocols, and investigation best practices, improving overall team resolution speed by 15%.
• Workflow Optimization: Analyzed team performance metrics and case trends to identify policy gaps and implement streamlined investigation workflows.

Technical & Sales Support Level 2 at SYKES ASIA (2018 – 2019)

• Managed a high-volume pipeline of approximately 70 calls daily, balancing technical troubleshooting with consultative sales strategies.
• Consistently maintained 80%–90% CSAT scores by delivering personalized solutions and ensuring high data hygiene across multiple CRM platforms.

Technical and Sales Support Level 2 at HINDUJA GLOBAL SOLUTIONS (2018 – 2019)

• Managed a high-volume pipeline of approximately 70 calls daily, balancing Level 2 technical troubleshooting with consultative sales strategies.
• Consistently maintained 80 to 90% CSAT scores by delivering personalized solutions and maintaining accurate records across multiple CRM platforms.

Professional Cook / Line Lead at SEA GRILL and BUBBA GUMP (2014 – 2016)

• Led kitchen line operations in high-pressure environments, ensuring 100% adherence to food safety and inventory protocols.
• Optimized prep-station workflows to handle peak-hour volume, reducing ticket wait times without compromising quality.

Master of Management in Specialization in Emerging Technology – University of Niagara Falls Canada (2026-04)

Bachelor of Science in Major in Cruise Line Culinary Arts – Lyceum of the Philippines University (2013)