Randel Ryan Rafols
Dispatcher Supervisor
Dumaguete-
Dynamic Dispatcher with 10 years of related experience supervising dispatch staff to coordinate
service and deliveries. Monitors and proactively adjusts service to maximize on-time performance and
productivity. Demonstrates effective use of scheduling software, telephone and data analysis skills to
track, trend, and take action to effectively manage dispatch support implementation while coaching
team members toward improvement.
Work Experience
Dispatcher/Supervisor
Labor Finders
January 2021 to August 2021
• Organized and coordinated dispatch training programs for new hires and refresher training programs
for existing personnel to continuously promote company vision, values, and culture.
• Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
• Evaluated current operational processes to help develop, implement and improve practices.
• Tracked and reviewed charts, graphs, schedules, and other statistics to maximize on-time performance,
minimize customer wait times and service disruptions.
Fleet Dispatcher
Orlando Shuttle Service
October 2019 to December 2020
• Handled incoming calls and emails from customers regarding issues with deliveries.
• Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify
understanding of details.
• Created delivery routes and optimized plans for traffic, road conditions, and other factors.
• Implemented technicians' notes into computer system during and after each service call.
• Delivered exceptional customer service to individuals contacting company's call center for support
and assistance.
Travel Reservation
Sophi, Inc.
August 2018 to September 2019
• Manage online booking inquiries and assisted guests and travel partners with their inquiries throughout
the entire booking cycle.
• Answered incoming calls and developed a friendly rapport with callers while answering questions,
making recommendations, and leading conversation to bookings.
• Utilized Peek.com FareHarbor.com software to input all key data into the system tool.
• Provided a high level of customer service to each person by engaging customers and using active
listening and effective interpersonal skills.
Inside Sales Representative
1-800-Flowers.com
May 2015 to June 2018
• Utilized effective communication and active listening skills to create client rapport to grow profitability.
• Developed and delivered engaging sales representations to convey product benefits.
• Build strong client relationships by understanding needs and clearly explaining products.
• Increased sales by offering advice on purchases and promoting additional products through upselling
techniques
Customer Service Agent
SPI-Global - Remote
February 2013 to March 2015
• Provided primary customer support to internal and external customers in a fast-paced environment.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer
needs and resolving concerns.
• Answered customer phone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
Education
Silliman University
2003 to 2008
Skills
• Customer support
• Statistics
• Inside sales
• Multitasking abilities
• Schedule Coordination
• Dispatching Field Personnel
• Schedule Coordination
