Virtual Assistant

Provided customer support by handling inquiries and resolving issues efficiently using ByteHi communication tools through chat and messaging support. Served as part of the PH Arbitration Team, conducting fair and accurate dispute investigations and providing appropriate resolutions based on gathered evidence and company policies. Initiated outbound calls to buyers and sellers to collect necessary documents and supporting evidence for investigations. Ensured customer concerns were resolved within required turnaround times and escalated complex cases to the appropriate departments when necessary. Consistently maintained strong productivity metrics, including average TPH performance and a 100% QA score, while strictly following SOPs and compliance guidelines for both Philippine and UK e-commerce accounts. Demonstrated professionalism, adaptability, and strong communication skills by successfully transitioning from PH to UK e-commerce support and quickly learning different workflows, policies, and procedures.

Handle daily truck dispatch operations by sourcing and securing loads through load boards, negotiating competitive freight rates with brokers, and coordinating schedules for pickups and deliveries. Planned efficient routes for drivers to ensure on-time transportation while maintaining clear communication with drivers regarding load updates, route changes, and delivery instructions.

Conducted case analysis, investigations, and root cause findings to identify issues and improve overall support performance. Reviewed chatbot conversations to detect customer pain points, evaluate response quality, and recommend process improvements for better user experience. Ensured FAQ, Help Center, and chatbot responses were clear, accurate, and aligned with quality standards. Prepared concise summaries, actionable insights, and recommendations to support client decision-making and operational improvements.

Knowledgeable in the end-to-end shipment process, truck types, its dimensions, weight and common commodities, pallet and weight breakdown, and avoiding TONU.