Customer Service Specialist & CX / BPO Operations

Logistics & Track and Trace Specialist | E-Commerce & Freight I have solid logistics and track and trace experience handling end-to-end shipment coordination for both a U.S.-based freight company and an international e-commerce platform. At Cubework PH, I worked as a Customer Service Representative and Track & Trace Specialist for Lone Star Overnight, a U.S. regional freight carrier. In this role, I monitored shipments from pickup to final delivery, coordinating in real time with carriers, drivers, and customers to ensure on-time delivery. When issues arose — delays, lost parcels, or misdirected freight, I stepped in quickly to investigate and resolve them through Zendesk, consistently meeting response SLAs and keeping client satisfaction high. I also handled accounts receivable for the same client, reaching out to companies and contacts via email to resolve past-due invoices and maintain accurate follow-up records. Earlier, during my time with AliExpress and Alibaba, I managed end-to-end shipment tracking for e-commerce orders, coordinating directly with logistics partners to resolve delivery issues and disputes. I also handled product listings, ensuring accuracy and customer readiness across both platforms. Across both experiences, I developed a strong eye for detail, a proactive approach to problem-solving, and the ability to stay calm and organized when shipments go off track, because in logistics, they sometimes do.

Appointment Setter | HVAC & Legal/Clinical Industries I have hands-on appointment setting experience across two distinct industries, giving me the ability to adapt my communication style depending on the client's needs and the sensitivity of the situation. At Lee's Air & Plumbing (HVAC), I handled inbound client inquiries via Dialpad, provided service estimates, and booked appointments using Workfuel CRM. I focused on accurately capturing client needs and matching them with available technician slots, keeping the schedule tight and reducing gaps that cost the business time and revenue. At McSweeney Law Firm, I managed therapy scheduling and intake coordination for gaming addiction clients across the United States. This role required a higher level of empathy and professionalism, as I was often the first point of contact for clients in a vulnerable situation. I ensured accurate information capture and smooth handoffs to legal and clinical teams, making sure nothing fell through the cracks. Across both roles, I brought the same core strengths: clear communication, attention to detail, reliable CRM management, and a commitment to making every interaction feel handled, not just completed.

Customer Service Specialist | E-Commerce | Logistics | Healthcare | Tech I have 3+ years of customer service experience across multiple industries, handling everything from high-volume inbound queues to complex order and account issues, always with a focus on speed, accuracy, and making the customer feel genuinely taken care of. At Splace BPO, I supported Operations Soothe managing both B2C and B2B accounts via Gladly, coordinating pending and incoming appointments while maintaining accurate client records and meeting SLA requirements consistently. I also provided technical and account support for Vector Solutions, assisting students, faculty, and administrators across multiple U.S. universities through Salesforce, resolving login, access, and platform issues while maintaining high CSAT scores. At Cubework PH, I handled customer inquiries for Lone Star Overnight, a U.S.-based logistics company, through Zendesk. I monitored end-to-end freight movement, resolved shipment and parcel issues, and coordinated directly with carriers and drivers to ensure on-time delivery. I also worked as an Accounts Receivable Specialist, contacting clients via email to resolve past-due invoices and improve collections timelines. Earlier in my career at Sixeleven Global Services, I delivered non-voice automated customer support for a solar energy company using Vici Dialer, handling quotations and client follow-ups. I also managed social media content and graphic design for real estate clients, building online presence and audience engagement. Throughout all these roles, I've consistently brought the same approach: clear and professional communication, reliable follow-through, strong CRM proficiency, and a genuine commitment to leaving every customer better than I found them.