Professional Experience

• Manage daily logistics operations within an assigned territory, including delivery monitoring, staff coordination and customer issue resolution.
• Monitor delivery performance dashboards and wallet balances daily, tracking delivery volumes against completed deliveries and flagging discrepancies.
• Lead a team of 4 staff members, coordinating daily schedules, assignments, and follow up on undelivered items
• Handle customers inquiries, delivery concerns and service issues from initial contact through resolution.
• Coordinate with central operations and partner agents to resolve delivery issues and maintain service standards.
• Manage customer relationships, finances, operational activities, and day-to-day business administration independently.

• Lead a team of 10 staff members responsible for customer service and daily operations.
• Oversee more than 100 customer inquiries and service interactions daily across phone, email, and in-person channels.
• Achieved a 95% issue resolution rate within 24 hours through structured follow-up and improved service processes.
• Reduced customer onboarding time by 30% by redesigning workflows and eliminating unnecessary steps.
• Maintained customer satisfaction above 90% through staff training, quality monitoring, and service improvement.
• Handle escalated customer complaints and complex service issues while ensuring appropriate resolution and follow-up.
• Train and support staff in customer service procedures, communication, and operational processes.
• Manage reporting, administrative activities, compliance requirements, and staff development.

• Provided technical support to 20+ internal users across two branches.
• Troubleshot hardware, software, network, email, and user-access issues.
• Reduced system downtime by approximately 40% through proactive maintenance and troubleshooting.
• Managed email accounts and user access; trained staff on new software and technology tools.
• Explained technical solutions clearly to non-technical users and responded to urgent technical issues.

• Handled 50+ customer inquiries daily through phone, email, and face-to-face channels.
• Assisted customers with account issues, loan applications, service requests, and complaints.
• Recognized as a Highest Customer Satisfaction achiever in Q4 2009.
• Maintained accurate records, escalated complex cases appropriately, and followed up through resolution.

Processed financial transactions, maintained customer records, and assisted with account inquiries and discrepancies.

Reviewed loan applications, processed 50+ applications monthly, communicated decisions professionally, and maintained accurate documentation