Professional Summary
Customer service, operations, and team leadership professional with over 15 years of experience in customer support, account management, collections, freight coordination, logistics support, and administrative operations. Proven track record of communicating effectively with customers, carriers, suppliers, and stakeholders across the United States, the United Kingdom, and Australia through phone, email, and chat. Experienced in coordinating shipments, tracking deliveries, managing accounts, resolving customer concerns, and supporting day-to-day business operations with accuracy and professionalism. Skilled in handling high-volume inquiries, maintaining organized records, managing competing priorities, and leveraging technology and AI tools to improve efficiency and service delivery. Recognized for strong communication, problem- solving abilities, attention to detail, adaptability, and a commitment to delivering exceptional customer experiences.
Key Skills
Truck Dispatching & Logistics
• Truck Dispatching & Load Coordination
• Carrier & Driver Communication
• Freight Negotiation & Carrier Relations
• Amazon Relay Onboarding & Compliance • Load & Appointment Scheduling
• Logistics Tracking & Operational Support • Broker & Carrier Communication
• Compliance Documentation Management
Administrative & Executive Support
• Calendar & Inbox Management (Inbox Zero)
• Executive & Personal Assistance
• Travel Planning & Logistics Coordination
• Booking & Listing Management (Airbnb, VRBO, PriceLabs)
Operations & Project Coordination
• Project & Task Coordination
• SOP Creation & Process Improvement
• Workflow Optimization & Reporting
• Vendor Management & External Coordination
Communication & Team Leadership
• Client Relations & Customer Service
• Team Coordination & Cross-Functional Collaboration • Verbal & Written Communication
• Leadership & Performance Coaching
Professional Experience
Truck Dispatcher Freelance / Logistics Operations | March 2025 – April 2026
• Coordinated daily truck dispatch operations, including load assignments, carrier communication, and driver support.
• Negotiated freight rates with brokers and coordinated load details and dispatch percentages with carriers.
• Managed Amazon Relay onboarding processes, including compliance documentation, COI requirements, and driver registration support. • Assisted carriers with logistics coordination, appointment scheduling, and operational follow-ups.
• Maintained communication between drivers, carriers, brokers, and dispatch operations to ensure smooth load execution.
• Supported document collection and compliance verification for onboarding and operational approval processes.
• Tracked shipment progress, addressed operational concerns, and ensured timely updates with stakeholders.
• Provided administrative and operational support related to dispatch workflows and transportation coordination.
Executive Assistant (Strategic Financial Planning, Investment & Property Operations)
Superpowers Services LLC / Freelance (Airbnb Portfolio) | June 2024 – February 2025
• Drove daily operational coordination across executive leadership, ensuring alignment of priorities, timelines, and strategic initiatives.
• Optimized workflows through calendar and inbox management (Inbox Zero), communication tracking, and task visibility.
• Provided executive and personal assistance, supporting confidential documents, stakeholder communications, and day-to-day priorities.
• Coordinated travel planning and logistics, including domestic and international itineraries, bookings, and adjustments.
• Partnered cross-functionally to monitor project timelines, manage deliverables, and reduce execution bottlenecks.
• Designed and documented Standard Operating Procedures (SOPs) to standardize processes and improve operational consistency.
• Implemented structured reporting and tracking mechanisms to improve accountability and follow-through.
• Managed vendor relationships, travel logistics, and external coordination to ensure seamless operational execution.
• Oversaw short-term rental portfolio operations, including Airbnb and VRBO listing optimization, booking oversight, and performance tracking. • Leveraged dynamic pricing strategies (PriceLabs) to maximize occupancy and revenue performance across properties.
• Streamlined communication channels between leadership, partners, and clients to improve response time and clarity.
• Identified process gaps proactively and implemented workflow enhancements to improve efficiency and reduce friction.
• Managed executive communications and stakeholder updates, prepared leadership reports, meeting agendas, and follow-up documentation.
Team Lead / Project Coordinator / Operations Supervisor
Advanced Credit Management | KPSG | Sitel Philippines | CIMB Bank | Tribute Technology | October 2012 – May 2024
• Led a team of 25 associates, driving performance to meet a $5,000 daily collection target while ensuring compliance and quality.
• Maintained a 90% daily Customer Satisfaction (CSAT) score through coaching, quality reinforcement, and service excellence.
• Managed daily operations, including workload, queues, escalations, and KPIs across collections, banking, telesales, and customer service.
• Conducted coaching sessions, performance reviews, and QA audits to boost productivity, compliance, and revenue outcomes.
• Managed complex escalations and dispute resolution, ensuring professional handling of sensitive financial and customer accounts.
• Tracked and analyzed tea-----------trics, prepared operational reports, and presented insights during weekly and monthly business reviews.
• Coordinated cross-functional collaboration between operations, QA, training, and client teams to ensure SLA adherence and service excellence. • Served as primary contact for client website projects, ensuring timely delivery, quality checks, and successful implementation.
• Strengthened operational efficiency by improving documentation processes, CRM accuracy, and workflow systems across campaigns.
Collections SpecialistCredit Corp Inc. - ANZ Bank, Telstra, Vodafone | October 2011 – October 2012
• Maintained detailed records of client interactions, payments, and disputes in CRM systems. • Handled inbound/outbound communications with professionalism and efficiency.
• Collaborated with cross-functional teams to resolve complex client issues.
Subject Matter Expert VXI Global Solutions - Direct TV | April 2010 – August 2011
• Supported training and performance monitoring for sales agents using collaboration tools. • Developed training materials to improve agent efficiency and accuracy.
• Provided one-on-one coaching to underperforming agents to elevate team performance.
Collection Specialist Convergys - GE Money, Barclays Bank | June 2008 – March 2010
• Handled customer interactions via phone and email, documenting each case with detailed notes. • Managed account updates, payment plans, and follow-ups with clients.
• Supported team leads in onboarding and mentoring new collection agents.
Training & Certifications
• General Virtual Assistant Course
• Team Leadership and Supervisory Skills Training Program
Education
Bachelor of Science in Nursing
National University | Graduated: 2008
