Hi, I’m Brenda — a logistics and freight support expert with a proven track record of keeping operations efficient and customers satisfied. With 14+ years in customer service and 3+ years in freight, dispatch, and last‑mile delivery operations, I combine problem‑solving, precision, and people skills to help businesses reduce delays and deliver results.
I recently worked as a Freight Agent for a U.S.‑based brokerage, managing dispatch coordination, pricing, carrier communication, and TMS documentation. Most recently, I served as an Operations & Customer Support Analyst at Courrio Pty Ltd, where I monitored daily delivery operations in Transvirtual, liaised with drivers, warehouses, and customers, resolved escalations, analyzed delivery data, and provided empathetic customer support via Freshdesk (email, chat, and phone)
🚚 What I Deliver
Load booking & tracking using DAT, Truckstop, DOFT, Ascend, Rose Rocket
TMS & carrier updates with CLASSIT, Macropoint, 3GTMS, Transvirtual
Documentation management: BOLs, rate confirmations, customer onboarding
Track & trace with carriers like Estes, FedEx, ArcBest, TForce
Dispatching & route planning for LTL, FTL, and volume freight
Last‑mile operations: route planning, POD verification, depot exception handling
Customer support: proactive updates, WISMO handling, empathetic issue resolution
CRM communication with Freshdesk for customer inquiries and service tickets
Partner onboarding: assist with integrating and managing third‑party delivery partners
Process improvement: analyze delivery data, identify service failures, and support SOP development
Administrative support: data entry, reporting, and document control
📈 My Value
I’m the reliable operations partner who keeps freight moving, reduces costly delays, and strengthens trust between carriers, depots, and customers. Whether coordinating dispatch, managing last‑mile exceptions, or delivering clear communication through TMS and CRM platforms, I ensure logistics run seamlessly — even during the busiest shifts.
Let’s connect and build something that delivers.
Earned a degree in Business Administration with a major in Entrepreneurship from Pasig City University, Philippines.
● Monitor and manage daily delivery operations using our transport management
system (Transvirtual).
● Liaise with delivery drivers, warehouses and customers.
● Track, investigate, and resolve delivery issues or escalations.
● Analyse delivery data to identify service failures or improvement opportunities.
● Assist with onboarding and managing third-party delivery partners.
● Maintain accurate records of communications, issues, and resolutions.
● Support process improvements and standard operating procedures.
● Provide responsive and empathetic customer support via email, chat, and phone.
● Load building in TMS
● Load Booking in TMS and Loadboard
● eDispatching
● Making sure each load is picked up and delivered on time
● Watching transit times to ensure they meet expectations
● Tracking shipments in real time to always know their location
● Recording all details accurately in the logistics system
● Keeping customers and carriers updated with any important shipment information
● Notifying the right team members if there are any delays or issues
● Assisting with other administrative or operational tasks as needed
Aug 2024- Feb 2025
● I manage end-to-end freight operations, from posting and building loads to tracking drivers and ensuring on-time deliveries.
● I handle BOL management, shipment quoting, partial load optimization, and storage facility coordination while maintaining seamless communication between shippers, carriers, and receivers.
● Beyond logistics, I support system automation, data management, and contact organization to enhance operational efficiency. I also assist with RingCentral phone setup, contributing to a more streamlined and technology-driven workflow.
January 2020 - June 2022
● Investigated and resolved technical issues related to e-commerce transactions, reducing resolution time by 30%.
● Enhanced dispute resolution efficiency by communicating effectively with both customers and sellers, providing timely updates and resolutions.
● Provided strategic recommendations to management, helping to improve customer satisfaction and reduce future disputes.
June 2022 - June 2023
● Delivered seamless technical support for banking-related issues across phone, email, and chat, maintaining a 95% first-contact resolution rate.
● Partnered with technical and fulfillment teams to enhance troubleshooting processes, improving resolution efficiency by 20%.
● Consistently achieved a 90%+ QA rating by providing accurate, customer-focused solutions that enhanced satisfaction and trust.
● Dedicated to optimizing support operations, streamlining workflows, and elevating the customer experience in financial services.
February 2017 - June 2018
● Provided expert technical support for RingCentral’s VoIP system, assisting clients in optimizing network configurations and resolving hardware/software issues efficiently.
● Led customer onboarding sessions, simplifying complex technical concepts to ensure seamless adoption and a superior user experience.
● Proactively identified and troubleshot performance issues, delivering tailored solutions that enhanced service reliability and client satisfaction.
November 2014 - August 2016
● Provided remote technical support for Mac and iOS devices, achieving a 95% first-contact resolution rate through precise diagnostics and efficient troubleshooting.
● Facilitated in-store technical assistance, ensuring seamless device repairs and issue resolution.
● Simplified complex technical concepts for users of all skill levels, improving customer confidence and satisfaction.
● Committed to enhancing device performance, optimizing support processes, and delivering a seamless Apple user experience.
June 2011 - August 2014
● Managed end-to-end shipment tracking, providing real-time updates to clients and carriers to ensure on-time deliveries and accurate documentation.
● Maintained seamless communication with drivers, coordinating timely pickups and drop-offs to optimize logistics operations.
● Streamlined data entry and shipment monitoring within CRM systems, proactively identifying and resolving potential issues before they impacted delivery timelines.
January 2008 - May 2010
● Provided rapid and reliable technical support for AT&T Internet customers, troubleshooting connectivity issues and resolving service disruptions to ensure uninterrupted access.
● Applied advanced diagnostic skills to swiftly identify and fix internet-related problems, reducing downtime and enhancing customer satisfaction.
● Committed to delivering seamless support, improving service reliability, and optimizing the overall user experience through proactive problem-solving and technical expertise.
Schedule carriers, resolve issues, and maintain strong carrier relations
Handle FTL/LTL load posting, booking, and tracking.
Coordinates last‑mile delivery ensuring timely, accurate service; supports drivers, depots, and customers clearly
Design efficient driver routes, identify landmarks, and reduce mileage for faster deliveries.
Manage damaged, misrouted, RTS, or delayed parcels with quick resolution and redelivery coordination.
Capture and verify PODs through digital signatures, photos, or geotagged confirmations.
Provide proactive updates, handle WISMO (“Where Is My Order”) queries, and maintain customer satisfaction.
Brenda is a highly skilled and dedicated professional whose contributions were invaluable. Her expertise, work ethic, and attention to detail set her apart. I truly appreciate her support and look forward to working with her again.
Brenda’s support has been really positive. She’s proactive, reliable, and makes a strong impact on our team operations. Looking forward to continuing our collaboration and sharing feedback both ways
