Silver J Ralfh L. Orpilla
Lead, 24/7 NAVI Crew Support & Experience
Quezon City
Summary
Results-driven leader with over 10 years of experience in the cruise industry, specializing in emergency travel management for crew members. Adept at handling high-pressure situations, resolving escalations, and ensuring seamless travel logistics. Skilled in coordinating with global partners, optimizing workflows, and leveraging technology such as Salesforce and Genesys Cloud to enhance operational efficiency. Proven track record of leading teams, driving process improvements, and delivering exceptional service. Now seeking a managerial role to bring expertise in crisis management, team leadership, and customer-centric solutions.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
My RCL HR Assist - Lead
Royal Caribbean Cruises Ltd.
Makati City
10.2019 - Current
- Supervise team through a regular performance review and provide regular feedback to the direct lines and to the management
- Enforce departmental and organizational policies and procedures to maximize output
- Monitor adherence to rules, regulations and procedures
- Plan the coverage to achieve the required staffing
- Establish contingency plan coverage for any scheduled downtime, connection issues, weather interruption and etc
- Effectively manage the workforce by delegating tasks and responsibilities
- Establish work schedules and handover protocols to ensure balanced workload across all team members
- Facilitate coordination and communication any concerns that are beyond norms to have this addressed by the Department Managers as appropriate
- Generate operational reports to showcase productivity/utilization, SLA/KPI compliance, Issues/Challenges, and other data essential to the operations management team
- Creates and sends a crisis report to HR Center/HR Ops in the event of a flight disruption or unexpected delay in crew movement due to a crisis or calamity
My RCL HR Assist - Supervisor
Royal Caribbean Cruises Ltd.
07.2018 - 10.2019
- Manage the team's daily operations to ensure that the objectives are consistently met, such as the required service level in calls, emails, and chat
- Set goals for performance and deadlines aligned with RCL's plans and vision, and communicate them to his/her direct reports
- Organize workflow and ensure that employees understand their duties or assigned tasks
- Monitor direct reports' productivity and provide realtime/immediate constructive feedback and coaching
- Lead the practice of proper root cause analysis to ensure issues are addressed immediately to prevent reoccurrence
- Recognize employees by facilitating engagement activities and doing R&R to motivate direct reports
- Collect, consolidate, and analyze operations data, then translate it into valuable business insights
- Takes part in a quality calibration session to ensure that understanding on how to use the QA form
My RCL HR Assist - Senior Support
Royal Caribbean Cruises Ltd.
07.2017 - 07.2018
- In-charge of work distribution and coordinating activities with other members of the crew assist team
- Monitors Avaya CMS, Omni-chat, Crew Assist Salesforce mailbox that required Service Level is achieved
- Support new or less experienced agents in terms of handling transactions by guiding them through the process and explaining best practices
- Assists supervisors in overseeing and managing daily workflow and breaks
- Performs other ad-hoc tasks such as status applications & weather updates, email endorsements, crew irregularity reports, absconder & no-show reports, and other reports as required by the business
- Manages the Crew Assist Sr Supports' email distribution list and responds to any urgent concerns raised by internal stakeholders
24/7 Travel Administrator / Crew Assist
Royal Caribbean Cruises Ltd.
08.2014 - 07.2017
- Handles all 0 - 6 days crew travel related emergencies
- Provide worldwide support to Crew members signing on/off 0 - 6 days
- Properly manage travel routing request in E1 from 0 - 6 days of travel
- Provide scheduling support within 0 - 6 days, updating E1 and providing new joining port, if possible
- Coordinates with port logistics and hotel to secure hotel and transfer services for Crew members, when needed
Education
Bachelor of Science - Hotel and Restaurant Management
Mapua Institute of Technology
Makati, Philippines 06.2009 - 08.2013
Bachelor of Arts - Social Science (Sociology)
University of Santo Tomas
Manila, Philippines 06.2008 - 07.2009
Skills
- Teamwork
- Creativity
- Leadership
- Adaptability
- Communication Skills
Project Management
- Proficient in Salesforce
- Skilled in using Genesys Cloud phone system
Experienced in handling escalations as a Lead/Supervisor
Personal Information
- Date of Birth: 04/30/91
- Nationality: Philippines
Timeline
My RCL HR Assist - Lead
Royal Caribbean Cruises Ltd.
10.2019 - Current
My RCL HR Assist - Supervisor
Royal Caribbean Cruises Ltd.
07.2018 - 10.2019
My RCL HR Assist - Senior Support
Royal Caribbean Cruises Ltd.
07.2017 - 07.2018
24/7 Travel Administrator / Crew Assist
Royal Caribbean Cruises Ltd.
08.2014 - 07.2017
Bachelor of Science - Hotel and Restaurant Management
Mapua Institute of Technology
06.2009 - 08.2013
Bachelor of Arts - Social Science (Sociology)
University of Santo Tomas
06.2008 - 07.2009
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