Marvin Rafael

Marvin Rafael is an experienced Service Delivery Director with 17 years in call center operations, specializing in TechSupport, Customer Service, Sales, Telco, and Healthcare. They have held significant leadership positions at various companies, including Sutherland Global Services, where they currently manage healthcare programs and oversee a team of up to 700 agents, and Dell, where they previously led a technical support team. Marvin holds an MBA in Business Administration from Ateneo Graduate School of Business and a Bachelor’s degree in Computer Engineering from Pamantasan ng Lungsod ng Maynila. Their expertise encompasses Operations Management, Service-Level Agreements, and workforce productivity improvements through innovative processes and employee engagement strategies.