Anafe Garcesa

Resolved 95% of escalated technical issues for Tier 1 agents without Tier 3 intervention.

• Reduced repeat escalations by 20% through effective troubleshooting of hardware and software problems.
• Improved first-call resolution rates by providing prompt solutions to network of over 100 Tier 1 agents.
• Cut average handling time by 15% by developing and updating knowledge base articles.
• Enhanced team efficiency by training and mentoring new Tier 1 agents in technical skills.
• Collaborated with engineering teams to identify and address recurring system issues, minimizing ticket volumes.
• Streamlined problem-solving processes to improve overall operational efficiency.

• Directed end-to-end operations for warehousing and trucking services, managing workforce of 15 staff and drivers.
  
  Coordinated average of 300 deliveries per month, consistently maintaining 95–98% on-time rate.
  
  Implemented warehouse process improvements that boosted efficiency by 20%, reducing turnaround time and errors.
  
  Negotiated client and supplier contracts, contributing to steady revenue growth and long-term business partnerships.
  
  Optimized cost-control measures across warehousing and trucking operations, cutting annual expenses by 12–15%.
  
  Supervised scheduling, route planning, and regulatory compliance to ensure seamless and compliant logistics operations

Directed daily operations of trucking company with fleet of 5 trucks and team of 11 drivers and staff.

Coordinated average of 150–200 deliveries per month, maintaining 97% on-time delivery rate.

Expanded customer base by 30% through reliable service, competitive pricing, and strong client relationships.

Negotiated contracts and service agreements valued at ₱3 million+, ensuring steady revenue and long-term partnerships.

Reduced operating costs by 15% annually through route optimization, preventive maintenance, and fuel management strategies.

Supervised scheduling, logistics planning, and regulatory compliance, increasing operational efficiency by 20%.

Trained and managed staff to maintain high performance, safety, and customer satisfaction standards.