Dispatcher

• Answered incoming customer calls and emails promptly and professionally regarding deliveries, schedules, and shipment concerns
• Assisted customers with order inquiries, dispatch coordination, and issue resolution in a high-volume logistics environment
• Planned and coordinated daily fleet schedules to maximize truckload capacity and operational efficiency
• Supported metro and out-of-town transportation operations while ensuring on-time delivery performance
• Monitored truck drivers using GPS and logistics tracking systems including eRoad and iCOS
• Coordinated with drivers, warehouse teams, and operations staff to ensure timely pickups and deliveries
• Ensured DIFOT (Delivery In Full On Time) targets were consistently achieved
• Maintained accurate dispatch records, scheduling updates, and operational communication logs
• Collaborated with internal teams to expedite solutions and provide timely customer updates
• Worked remotely while maintaining constant communication with dispatch and operations teams during shift hours

Project/Level 2 Officer

• Managed and tracked technical backlogs using Azure DevOps / TFS
• Translated operational issues into structured technical tickets with clear documentation
• Coordinated with developers to resolve system defects and deployment issues
• Supported pre-deployment validation, rollout execution, and post-deployment monitoring
• Conducted QA/UAT testing for new system features before production release
• Designed an internal monitoring tool to improve issue visibility and resolution tracking
• Prepared SOPs, technical guides, and user documentation
• Facilitated user training and provided consultative technical support
• Ensured system stability through root cause analysis and escalation management
• Developed an automated ticketing workflow to streamline issue logging, tracking, and escalation processes
• Performed data analysis and data cleansing to ensure accuracy, consistency, and system integrity
• Ensured system stability through root cause analysis and escalation management

Customer Service Representative

• Delivered frontline customer support via phone and email
• Managed case logging, tracking, and resolution documentation
• Coordinated schedules and operational documentation
• Handled high-volume inquiries with professionalism and accuracy
• Booking Management
• Strengthened communication, problem-solving, and service efficiency

Research Assistant

• Managed structured data collection using KoboToolBox
• Performed data validation, cleaning, and consolidation
• Ensured data accuracy and compliance with research standards
• Maintained organized digital documentation for stakeholders
• Supported troubleshooting during field-based system usage

Project One

Automated Ticketing System

Project Two

Appointment Automation

Project Three

Personal website