Elrish Dagwayan

Key responsibilities typically include

• Respond to customer inquiries through email, chat, phone, or ticketing systems.
• Troubleshoot and resolve customer issues efficiently and professionally.
• Provide accurate information about products, services, accounts, and processes.
• Handle complaints and difficult situations with patience, empathy, and professionalism.
• Follow up on unresolved concerns and ensure issues are properly closed.
• Document customer interactions and maintain accurate support records.
• Escalate complex issues to the appropriate technical or specialized team.
• Maintain customer satisfaction by providing timely and effective solutions.

Brand Protection Specialist at Virvance LLE (2025-05 – Present)

Key responsibilities typically include

• Monitoring online and offline channels for counterfeit products, trademark infringements, unauthorized sellers, and misleading use of brand assets.
• Investigating suspected brand violations and gathering evidence.
• Coordinating with marketplaces, social media platforms, legal teams, law enforcement, and other external parties to remove infringing content or products.
• Managing trademark and intellectual-property enforcement activities.
• Conducting market and competitor monitoring to identify emerging brand-protection risks.
• Maintaining case records, preparing reports, and tracking enforcement results.
• Supporting anti-counterfeiting and brand-protection strategies and campaigns.
• Working with internal teams such as Legal, E-commerce, Compliance, Marketing, and Security.

Head of Domains at Ultahost (2024-07 – 2025-07)

Key responsibilities typically include

• Ensure proper handling of domain related abuse reports, including phishing, malware, and intellectual property violations.
• Oversee day-to-day domain operations, ensuring accuracy, timelines, and adherence to global registry requirements.
• Protecting the company's domain portfolio against cybersquatting, domain hijacking, phishing, impersonation, and other forms of domain abuse.
• Overseeing domain-name disputes, recoveries, and enforcement in collaboration with Legal and Brand Protection teams.
• Managing relationships with registrars, registries, hosting providers, and external domain-management vendors.
• Establishing governance, policies, ownership structures, and access controls for corporate domains.
• Monitoring domain portfolios for security, compliance, and reputational risks.
• Supporting mergers, acquisitions, product launches, rebranding, and international market expansion through domain strategy.
• Maintaining accurate domain inventories, budgets, and renewal schedules.

Junior Product Manager at Openprovider (2023-06 – 2024-05)

Key responsibilities typically include

• Review, analyze and grooming incoming bug issues from Support and Sales related to our panel and domain name services.
• Assist in analyzing, planning and executing new accreditations according to the roadmap and priorities defined by our superior.
• Preparing product documentation, presentations, reports and stakeholders updates.
• Work closely with Engineering, Design, Marketing, Sales, Operations and Customer Support teams throughout the product lifecycle.
• Supporting sprint planning, backlog management, prioritization, testing and product launches.

Cyber Security Analyst at Fortra (2022-08 – 2023-12)

Key responsibilities typically include

• Investigating incidents, malware, phishing attempts, unauthorized access and or other potential threats
• Supporting incident response, including containment, remediation, recovery, and post-incident analysis.

Registry Compliance Manager at Newfold Digital (2019-04 – 2022-08)

Key responsibilities typically include

• Attended all iCANN contract compliance cases and auDA cases.
• Applied accreditation for new TLDs and also deals with renewal accreditation.
• Initiated system implementation for accredited new TLDs.
• Created internal documentation of domain processes on Confluence.
• Dealt with trademark infringement, copyright infringement and domain dispute cases
• Provided any domain related support on both internal and external organization.
• Addressed operational issues impacting gTLDs and ccTLDs registries, registrar and registrants
• Handled domain name projects successfully
• Presented completed projects to stakeholder
• Participated in daily scrum meeting and retrospective
• Conducted weekly ceremonies with the team
• Created list of ideas and features to be implemented in the domain field.

Domains Team Leader at Dreamscape Networks (2014-03 – 2019-04)

Key responsibilities typically include

• Managing all aspects of accreditation, compliance and the day-to-day domain operations and support
• Conduct team training regarding new processes and policies implemented.
• 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 meetings.
• Ensuring the department performs to management's expectations by conducting staff performance review every month.
• Engage in creating new processes and managing the team schedule.
• Conduct one on one coaching especially if it is necessary.
• Enforced disciplinary actions on department staff when required.
• Assist customer inquiries via email or perform outbound calls for fast resolution.

BS in Information Technology – University of San Jose Recoletos, Cebu (2003-06 – 2008-10)