Josh Elrence Dollete — Logistics Operations Portfolio

I'm passionate about improving logistics operations through organization, communication, and continuous process improvement. My experience spans freight support, transportation coordination, KPI reporting, and team leadership — and I bring that same energy to every role I take on.

Operations Experience Includes

US Domestic Freight Processing Canadian LTL Operations Cross-Border Transportation (US–Canada) Residential Delivery Operations Dispatch & Carrier Coordination Multi-Account Freight Team Leadership

Location

Tacloban City, Leyte, PH

Work Setup

Dedicated home office + high-speed internet

Timezone

US, CA, AU business hours

Education

BS Accountancy — Saint Paul School

Languages

English (Fluent) • Filipino (Native)

About Me

From frontline support to operations leadership.

I started in customer service at TELUS International, handling 50+ daily interactions and learning how to work fast, communicate clearly, and solve problems under pressure. That foundation carried me to Virtual Staffing Solutions, where I sharpened my remote operations skills supporting US-based clients across billing, account management, and CRM workflows.

In January 2023, I joined DDC Data Processing OPC and was entrusted with leading a freight operations team servicing US and Canadian transportation accounts. Over the next three and a half years, I managed end-to-end shipment workflows, dispatch coordination, cross-border logistics, and customer escalations — while coaching my team to consistently exceed productivity and quality benchmarks.

What sets me apart: I don't just follow logistics processes — I improve them. I've identified bottlenecks, implemented workflow changes, and delivered measurable efficiency gains. I bring the operational rigor of a team lead, the responsiveness of a customer service veteran, and the precision of someone with an accounting background.

Performance Dashboard

The numbers behind the operations.

Career metrics drawn from 6+ years of remote logistics work across three companies and multiple transportation accounts.

200+

Daily Shipment Transactions

Team-level throughput managed

50+

Escalations Resolved / Month

Shipment delays, exceptions, recovery

95%+

SLA Compliance Rate

Maintained across all accounts

~15%

Productivity Improvement

Through coaching & process changes

Career Progression

Roles and scope of responsibility over time (2019–2026)

Operations Coverage

Freight operation types managed at DDC

Verified Typing Speed — Up to 104 WPM at 98% Accuracy

Screenshots from third-party typing test platforms taken July 2026. Scores range from 80–104 WPM with consistent 98% accuracy, placing me in the top 5% of typists worldwide and well above the "Pro" threshold.

10FastFingers typing test result: 104 WPM, 98% accuracy

10FastFingers.com

104 WPM 98% accuracy★ Best Score

TypingTest.com

82 WPM 98% accuracy

TypingTest.com

80 WPM 98% accuracy

Operations Expertise

Operational capabilities built for logistics.

Every capability below is backed by hands-on experience across real transportation accounts — not theoretical knowledge.

Freight Processing & Coordination

End-to-end management of freight workflows — from BOL processing and shipment entry to delivery confirmation and documentation. Experienced with LTL, cross-border, and residential freight.

BOL ProcessingFreight TracingLTLDocumentation

Shipment Tracking & Dispatch Support

Real-time shipment monitoring, freight tracing, delivery scheduling, and carrier coordination. Proactive exception management to prevent delays before they escalate.

Track & TraceDispatchCarrier CoordinationETA Updates

Cross-Border Logistics (US–Canada)

Specialized experience coordinating freight movement between the United States and Canada — managing documentation compliance, status updates, and cross-border shipment inquiries.

US–CanadaCross-BorderCompliance Docs

KPI Management & Reporting

Daily monitoring and reporting of 5+ operational KPIs — productivity volume, turnaround time, quality scores, SLA adherence, and attendance. Actionable summaries for leadership.

Daily ReportsKPI TrackingSLA MonitoringExcel

Team Leadership & Coaching

Led freight operations associates through weekly performance reviews, 1-on-1 coaching, and individualized action plans. Improved team productivity by ~15% through targeted development.

CoachingPerformance ReviewsTrainingSLA Compliance

Email Operations & Customer Support

High-volume email management for shipment inquiries, documentation requests, status updates, and customer concerns. Professional written communication with multi-case handling.

Email OpsEscalationsService RecoveryCRM

Career Timeline

Operations log: 2019–2026.

Seven years of progressive growth — from customer service foundations to logistics team leadership.

Jan 2023 – Jun 2026

3 years 6 months

▲ Promoted to Team Lead

Team Lead — Freight Operations (Remote)

DDC Data Processing OPC

Led a freight processing team managing 200+ daily shipment transactions across US and Canadian transportation accounts. Oversaw dispatch coordination, cross-border logistics, customer escalations, and operational KPIs.

Maintained 95%+ SLA compliance across all managed client accounts
Resolved 50+ customer escalations monthly — shipment delays, delivery exceptions, service recovery
Improved team productivity by ~15% through coaching and process improvements
Managed cross-border US–Canada freight operations including LTL and residential delivery
Produced daily KPI reports and performance summaries for senior leadership
Led high-volume email operations handling shipment inquiries and documentation requests

Nov 2021 – Dec 2022

1 year 2 months

Customer Service Representative (Remote)

Virtual Staffing Solutions

Delivered remote support for US-based clients via phone and email, managing billing, account concerns, and CRM workflows.

Handled 40+ daily customer interactions while consistently meeting quality benchmarks
Maintained accurate CRM records and reduced follow-up tickets through first-contact resolution
Coordinated with internal teams for timely escalation and issue resolution

Apr 2019 – Sep 2021

2 years 6 months

Customer Service Representative (Remote)

TELUS International

Frontline customer support for a major international BPO, managing account services, billing, and issue resolution in a high-volume remote environment.

Managed 50+ daily interactions across phone and email, exceeding metric targets
Built foundational expertise in remote ops, CRM systems, and high-volume support
Recognized for communication skills and reliability over a 2.5-year tenure

Project Highlights

Operations challenges I've solved.

Real scenarios from my experience, framed as case studies to show how I approach logistics problems.

Case Study — Process Improvement

Reducing Freight Processing Turnaround Time at DDC

Challenge: The freight processing team was experiencing inconsistent turnaround times due to unclear workflow prioritization, uneven task distribution, and recurring bottlenecks in cross-border documentation handling.

What I Did: Audited the existing workflow end-to-end and identified three root causes: time-sensitive shipments weren't being flagged properly, task allocation was unbalanced, and cross-border documentation steps had redundant handoffs. I restructured the distribution system, implemented priority flagging for SLA-critical freight, and created streamlined documentation checklists.

Result: Reduced average processing turnaround time, improved SLA compliance to 95%+, and eliminated recurring bottlenecks that had been causing after-hours overflow work.

95%+

SLA Compliance Achieved

Bottlenecks Eliminated

~15%

Productivity Increase

Overflow Incidents Post-Fix

Process ImprovementWorkflow DesignSLA ManagementCross-Border Logistics

Case Study — Team Development

Coaching a Freight Team to Exceed KPI Targets

Challenge: Several team members were falling below productivity and quality benchmarks with no structured development framework in place.

What I Did: Introduced weekly 1-on-1 reviews, created individualized action plans tied to specific KPI gaps, and built a peer mentoring system pairing high performers with developing associates.

Result: Team productivity improved by ~15%, quality scores increased, and the team consistently met or exceeded all operational targets.

~15%

Productivity Gain

Weekly

1-on-1 Cadence

LeadershipCoachingKPI Management

Case Study — Escalation Management

Building a Scalable Escalation Resolution Process

Challenge: Customer escalations involving shipment delays and delivery exceptions were handled inconsistently with no standardized response framework.

What I Did: Developed a tiered escalation protocol by severity, created response templates for common scenarios, and established direct coordination channels with dispatch and transportation teams.

Result: First-contact resolution rates improved significantly, average handling time decreased, and repeat complaint volume dropped.

50+

Escalations / Month

High

FCR Rate Achieved

Escalation MgmtService RecoveryDispatch Coordination

Work Samples

How I manage logistics operations.

I built these from scratch to show exactly how I track KPIs, manage escalations, coordinate dispatch, and report to leadership. All samples use fictional data to respect previous employer confidentiality.

Artifact 01 — Team Performance Dashboard

Logistics Team KPI Dashboard

Weekly team performance tracking with conditional status indicators and target analysis

Agent	Attendance	QA Score	AHT (min)	Cases	Emails	Calls	Escalations	Productivity	FCR	CSAT	Status
Rivera, A.	98%	96	4.2	187	142	45	3	102%	91%	4.7	Top Performer
Santos, M.	96%	93	4.5	175	130	45	5	98%	88%	4.5	On Target
Cruz, J.	100%	91	4.8	168	125	43	4	95%	86%	4.4	On Target
Garcia, R.	94%	88	5.1	155	118	37	7	87%	82%	4.2	Coaching Needed
Reyes, L.	97%	94	4.3	180	138	42	2	101%	90%	4.6	Top Performer
Torres, D.	92%	85	5.4	145	110	35	9	81%	78%	4.0	Coaching Needed
Lim, K.	99%	92	4.6	172	132	40	4	96%	87%	4.5	On Target
Bautista, C.	95%	90	4.7	163	122	41	6	91%	84%	4.3	On Target
Mendoza, P.	98%	95	4.1	185	140	45	2	104%	92%	4.8	Top Performer
Dela Cruz, S.	93%	87	5.0	158	115	43	8	88%	80%	4.1	Coaching Needed
TEAM AVG	96.2%	91.1	4.67	168.8	127.2	41.6	5.0	94.3%	85.8%	4.41

96.2%

Attendance (Target: 95%)

91.1

QA Score (Target: 90)

4.67

AHT min (Target: 5.0)

95.8%

SLA Achievement (Target: 95%)

94.3%

Productivity (Target: 90%)

4.41

CSAT Score (Target: 4.3)

Fictional sample data — built to demonstrate operational reporting skills

Artifact 02 — Shipment Escalation Tracker

Active Escalation Log

Real-time escalation tracking with priority classification, status management, and resolution workflow

Shipment #	Customer	Carrier	Origin	Destination	Issue	Priority	Assigned	Status	ETA	Days Open
SHP-20260701	Acme Corp	Swift Logistics	Chicago, IL	Toronto, ON	Delivery Delay	High	Rivera, A.	In Progress	Jul 10	12
SHP-20260702	Global Trade Co	Express Freight	Dallas, TX	Calgary, AB	Damaged Cargo	Critical	Mendoza, P.	Escalated	Jul 8	11
SHP-20260703	Pacific Imports	National Carriers	Los Angeles, CA	Vancouver, BC	Missing POD	Medium	Reyes, L.	Pending	Jul 9	10
SHP-20260704	Summit Retail	TransNorth Inc	Detroit, MI	Montreal, QC	Wrong Address	High	Santos, M.	Resolved	Jul 6	2
SHP-20260705	Blue Sky Mfg	FastHaul LLC	Atlanta, GA	Miami, FL	Missed Appt	Medium	Cruz, J.	In Progress	Jul 11	8
SHP-20260706	Northstar Dist	Eagle Transport	Seattle, WA	Edmonton, AB	Customs Hold	Critical	Rivera, A.	Escalated	Jul 12	7
SHP-20260707	Lakeview Foods	Midwest Freight	Minneapolis, MN	Winnipeg, MB	Late Pickup	Low	Lim, K.	Resolved	Jul 7	0
SHP-20260708	Coastal Supply	Pacific Lines	Portland, OR	San Diego, CA	Rate Dispute	Medium	Bautista, C.	Pending	Jul 14	5

Total Escalations

Critical Priority

Resolved

6.9

Avg Days Open

Fictional sample data — built to demonstrate escalation management skills

Artifact 03 — Dispatch Coordination Board

Daily Dispatch Operations

Real-time driver and shipment tracking board for dispatch coordination

Driver	Truck	Trailer	Carrier	Pickup	Delivery	Appt	Status	Miles	ETA	POD	Late
M. Johnson	TRK-4401	TRL-881	Swift Logistics	Chicago, IL	Detroit, MI	08:00	Delivered	282	On Time	Yes	—
R. Williams	TRK-4402	TRL-882	Express Freight	Dallas, TX	Houston, TX	09:30	In Transit	240	On Time	—	—
J. Martinez	TRK-4403	TRL-883	National Carriers	Los Angeles, CA	Phoenix, AZ	07:00	Delayed	373	Delayed	—	YES
S. Brown	TRK-4404	TRL-884	TransNorth Inc	Seattle, WA	Portland, OR	10:00	At Pickup	174	On Time	—	—
D. Garcia	TRK-4405	TRL-885	FastHaul LLC	Atlanta, GA	Jacksonville, FL	06:30	Delivered	346	On Time	Yes	—
K. Lee	TRK-4406	TRL-886	Eagle Transport	Minneapolis, MN	Milwaukee, WI	11:00	Dispatched	337	On Time	—	—
T. Davis	TRK-4407	TRL-887	Midwest Freight	Denver, CO	Salt Lake City, UT	08:30	In Transit	525	At Risk	—	—
P. Wilson	TRK-4408	TRL-888	Pacific Lines	San Francisco, CA	Sacramento, CA	12:00	Scheduled	87	On Time	—	—

Active Loads

Delivered

In Transit

Delayed

2,364

Total Miles

Fictional sample data — built to demonstrate dispatch coordination skills

Artifact 04 — Daily Operations Report

Daily Operations Summary — July 8, 2026

Executive-level daily report with KPI comparisons and operational notes. Prepared by: Josh Dollete, Team Lead

Metric	Today	Yesterday	Change	Weekly Avg	Target
Total Shipments Processed	214	198	+16	205	200
Completed Deliveries	187	172	+15	180	175
Delayed Shipments	8	11	-3	9	<10
Pending Pickups	19	15	+4	16	<20
Escalations Opened	5	7	-2	6	<8
Escalations Resolved	6	5	+1	5	5+
Customer Emails Handled	342	318	+24	325	300
Phone Calls Handled	89	76	+13	82	75
SLA Compliance	96.2%	94.8%	+1.4%	95.1%	95%
Team Productivity	102%	97%	+5%	98%	95%
Avg Handle Time (min)	4.5	4.8	-0.3	4.65	5.0
CSAT Score	4.6	4.4	+0.2	4.5	4.3

Operational Notes & Action Items

1. Customs delay on SHP-20260706 (Northstar / Eagle Transport) — broker intervention in progress, ETA Jul 12
2. Driver J. Martinez 45 min behind on I-10 due to traffic — customer notified, updated ETA provided
3. QA coaching session completed with Torres, D. — focus on email quality and escalation handling
4. New SLA reporting template rolled out — team training scheduled for Jul 10
5. Cross-border documentation checklist updated per compliance feedback — effective immediately

Fictional sample data — built to demonstrate executive reporting skills

Artifact 05 — Weekly Performance Trends

Weekly Performance Trends & Analytics

Mon–Fri trend data with visual performance indicators

Day	Shipments	Deliveries	Escalations	SLA %	Productivity	CSAT	AHT (min)
Monday	195	170	7	94.5%	96%	4.3	4.9
Tuesday	205	178	6	95.2%	98%	4.4	4.7
Wednesday	198	172	8	94.1%	95%	4.4	4.8
Thursday	210	185	5	96.0%	100%	4.5	4.6
Friday	214	187	5	96.2%	102%	4.6	4.5
WEEKLY AVG	204.4	178.4	6.2	95.2%	98.2%	4.44	4.7

Shipments vs Deliveries

Shipments Deliveries

Fictional sample data — built to demonstrate analytics and trend reporting

Artifact 06 — Logistics Email Portfolio

Professional Email Templates — 10 Logistics Scenarios

Sample customer and carrier communications demonstrating written skills

EMAIL 01

Shipment Delay Notification

Proactive customer notification about customs processing delay with updated ETA and next steps

EMAIL 02

Delivery Confirmation

Formal delivery confirmation with POD details, recipient name, timestamp, and follow-up instructions

EMAIL 03

Shipment Status Update

Daily transit update with current location, border clearance status, and delivery ETA

EMAIL 04

Escalation Follow-Up

Damaged cargo escalation update with claim status, replacement shipment, and root cause investigation

EMAIL 05

Documentation Request

Commercial invoice and customs paperwork request for cross-border shipment on customs hold

EMAILS 06–10

+ 5 More Templates

Carrier follow-up, appointment confirmation, freight exception alert, POD request, and service recovery

Fictional scenarios — full 10-email PDF available upon request

I keep freight moving and operations running.

From frontline support to operations leadership.

The numbers behind the operations.

Career Progression

Operations Coverage

Verified Typing Speed — Up to 104 WPM at 98% Accuracy

Four reasons I'm the right fit.

Operational capabilities built for logistics.

Freight Processing & Coordination

Shipment Tracking & Dispatch Support

Cross-Border Logistics (US–Canada)

KPI Management & Reporting

Team Leadership & Coaching

Email Operations & Customer Support

Operations log: 2019–2026.

Team Lead — Freight Operations (Remote)

Customer Service Representative (Remote)

Customer Service Representative (Remote)

Operations challenges I've solved.

Reducing Freight Processing Turnaround Time at DDC

Coaching a Freight Team to Exceed KPI Targets

Building a Scalable Escalation Resolution Process

Tools I use every day.

Productivity

Communication

Logistics & Ops

AI & Automation

How I manage logistics operations.

Logistics Team KPI Dashboard

Active Escalation Log

Daily Dispatch Operations

Daily Operations Summary — July 8, 2026

Weekly Performance Trends & Analytics

Professional Email Templates — 10 Logistics Scenarios

Let's improve your supply chain together.