Rochelle Delfin
Call Center Operations Supervisor
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
17
17
years of professional experience
Work History
Call Center Supervisor
Tripmaster
07.2024 - Current
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Created team rotations to man center effectively during peak hours.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Handled escalated upper management customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Effectively coached team members to reach weekly and monthly sales goals.
- Analyzed daily and weekly sales performance trends to identify low and high activity period, enabling data-driven strategies that improved team productivity and revenue.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
Senior Team Leader
Tripmasters
08.2019 - 06.2024
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Discovered training needs and provided coaching.
- Set clear team goals and delegated tasks and set deadlines.
- Produced weekly, daily and monthly activity reports and forecasts.
- Implemented data-driven decision-making processes, leveraging analytics tools for informed business decisions.
- Assigned as Acting Supervisor whenever necessary.
- Handles management level supervisory calls, acts as a second level of escalation.
Team Leader
Tripmasters Inc
02.2015 - 08.2019
- Mentored and guided employees to foster quality customer service
- Built strong relationships with customers through positive attitude and attentive response
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching customer satisfaction
- Molded team and embraced changes in travel industry
- Handles supervisory calls effectively to ensure customer retention and satisfaction.
- Provide monthly agent call evaluations, attendance and performance reports.
- Multitasking from handling team, taking calls and reporting statistics.
Travel Consultant
Tripmasters Inc
03.2014 - 02.2015
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Handles complicated bookings specifically, last minute flight cancellations, hotel overbooking, missed flights and denied bookings/boarding passengers
- Works on endorsements from supervisors and team leaders
- Redirect customers to appropriate department if necessary.
- Answering emails related to customers service, products and services
- Manage incoming calls and chat inquiries such as payment issues, product problems, service questions and general client concerns.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Product Analyst - Orbitz.com
Teleperformance
10.2012 - 02.2014
- Handles hotel overbooking reports, creates resolution by finding relocation for guests affected.
- Manages online rate discrepancy and providing resolution to client to avoid company revenue loss.
- Reviews new hotel listing request and carefully inputs their data on our system.
- Creates single use credit card for hotel payments.
- Offers vouchers if necessary to compensate client complaints.
Customer Service Representative - Orbitz.com
Teleperformance
09.2009 - 10.2012
- Answers incoming calls related to flights, hotel and car inquiries, complaints or customer service.
- Answers chat and email related to flights, hotel and car inquiries, complaints or customer service
- Processes flight exchanges and packages.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Resolved schedule change, crisis calls and last minutes issues over phone with customers daily.
Education
Bachelor of Science - Management Information Systems
Carlos Hilado Memorial State University
Bacolod City, NECSkills
Mentoring and training
GDS
- Amadeus
- Sabre
- Worldspan
- Apollo
Software
- Amazon Web Services (AWS) for reporting and call monitoring
- Google Workspace for collaboration, documentation management, data tracking and performance reporting.
- Microsoft office for other documents and dashboard presentation.
- Tournet (internal operations system) to manage bookings, track transactions, and support sales operations.
Timeline
Call Center Supervisor
Tripmaster
07.2024 - Current
Senior Team Leader
Tripmasters
08.2019 - 06.2024
Team Leader
Tripmasters Inc
02.2015 - 08.2019
Travel Consultant
Tripmasters Inc
03.2014 - 02.2015
Product Analyst - Orbitz.com
Teleperformance
10.2012 - 02.2014
Customer Service Representative - Orbitz.com
Teleperformance
09.2009 - 10.2012
Bachelor of Science - Management Information Systems
Carlos Hilado Memorial State University