Karolette Ignatius Dales
About Karolette Ignatius Dales
Karolette Ignatius Dales is the Customer Operations, Service Delivery Manager at Expedia Group, overseeing multiple lines of business and call center operations globally.
Role at Expedia Group
Karolette Ignatius Dales has been working with Expedia Group since 2014, initially holding the position of Service Delivery Manager, Global Customer Operations, in the NCR region of the Philippines for three years. Since 2017, she has served as a Customer Operations, Service Delivery Manager, based in Manila. Her responsibilities include managing 12 lines of businesses across both sales and service and handling Expedia Affiliate Network Operations for Global English Tier 1, covering both phone and email lines. Additionally, she oversees call center vendors in various regions including North America, APAC, and EMEA.
Previous Experience at Convergys
Before joining Expedia Group, Karolette Ignatius Dales worked at Convergys in various roles. From 2012 to 2013, she served as Sr. Manager, Program Management/Client Services, following her role as Client Services Manager from 2009 to 2012. Earlier, she was a Senior Associate in Quality Performance for six months in 2008-2009 and a Team Leader, Operations in 2008. Her tenure at Convergys began as a Communication Coach from 2005 to 2008, and she initially started as a Sales Agent in Shared Services from 2004 to 2005.
Educational Background
Karolette Ignatius Dales completed her Bachelor of Business Administration (BBA) in Business Administration and Management from Silliman University, Dumaguete City, Philippines, attending from 2000 to 2004. Prior to university, she studied at SLS-Don Bosco High School in Dumaguete City from 1997 to 2000. Earlier, she attended Alice Deal Junior High School and Brightwood Elementary School in Washington, DC, USA, as well as Beall Elementary School in Rockville, MD, USA, and Silliman University’s elementary school in the Philippines.
Responsibilities in Global Operations
In her role at Expedia Group, Karolette Ignatius Dales oversees call center vendors across multiple regions including North America, APAC, and EMEA. She manages 12 lines of businesses focused on both sales and service. Her responsibilities also extend to handling Expedia Affiliate Network Operations for Global English Tier 1, supporting both phone and email communications. Previously, she managed social media channels including Facebook and Twitter for Hotels.com until October 2017.
Leadership in Call Center Management
Karolette Ignatius Dales has demonstrated significant expertise in call center management throughout her career. At Expedia Group, she is responsible for managing call centers located in the Philippines and El Salvador. Her past experience at Convergys saw her take on multiple roles incrementally increasing in responsibility from Sales Agent to Sr. Manager, Program Management/Client Services, showcasing her trajectory of growth in the field of customer service operations.