Darifel Malinao
Senior Operations Manager
Summary
With over 21 years of experience in the BPO industry, I bring deep expertise in operations management, leadership development, and process optimization. I’ve supported clients in building high-performing teams, creating efficient workflows, and implementing scalable structures that align with their business goals. My focus areas include team training, performance improvement, and operational strategy, making me a valuable partner for businesses aiming to enhance productivity and long-term growth.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
Operations Manager II / Senior Operations Manager
Concentrix CVG Philippines Inc.
01.2023 - Current
- Oversee an account of 250-300 FTE in different aspects of the operational chain- working with multiple departments to become the lead site across all vendors. Top Site in 2024.
Clusterhead / Operations Manager I
Concentrix CVG Philippines Inc.
01.2014 - 01.2023
- Managed a team of 80-100 FTE to Client KPIs month on month through development and implementation of key processes to enhance effectiveness and efficiency.
Team Leader
Concentrix CVG Philippines Inc.
01.2007 - 01.2014
- Worked as a Team Leader in both back office and operation teams ensuring successful delivery of month goals and expectations.
Education
Human Resource Development Management
University of San Jose Recoletos
01-2014
Bachelor of Science in Applied Physics
University of San Carlos
01-2003
Skills
Customer Service: Extensive experience delivering high-quality customer support since 2004, with a proven ability to evolve alongside changing industry trends, technologies, and customer expectations
Leadership and Management: Develop and identify key talents that can contribute positively to overall organization’s success
Performance Monitoring: Regular monitoring and review of performance to not just meet KPIs but beat our last best
Problem Solving: Leverages available resources and applies creative, out-of-the-box thinking to effectively resolve challenges
Client Relationship Management: Built strong partnerships with clients, working closely to understand their goals and drive continuous business improvement and growth
Operations Management: Coordinated cross-functional teams end-to-end to ensure smooth, efficient, and continuous operations
Certification
Psychological Safety Skills Training for People Managers 2025
Interests
Travelling, Crochet, Ukulele, Singing
Timeline
Psychological Safety Skills Training for People Managers 2025
02-2026
Six Sigma Green Belt
02-2024
Operations Manager II / Senior Operations Manager
Concentrix CVG Philippines Inc.
01.2023 - Current
COPC For Team Leaders
09-2021
Clusterhead / Operations Manager I
Concentrix CVG Philippines Inc.
01.2014 - 01.2023
Team Leader
Concentrix CVG Philippines Inc.
01.2007 - 01.2014
Bachelor of Science in Applied Physics
University of San Carlos
Human Resource Development Management
University of San Jose Recoletos