Pale Shebba Valdez

• Bridged the gap between Transport and Operations departments, aligning processes and improving collaboration.
• Spearheaded multiple integration projects with various SaaS platforms, enhancing operational efficiency.
• Developed and maintained comprehensive reports, including daily, EOW, and MBRS reports for internal stakeholders.
• Facilitated the onboarding and diversification of new carriers, strengthening the transport network.
• Trained and mentored team members in technical skills, significantly upskilling the workforce.
• Created detailed performance reviews for business partners and internal stakeholders, driving performance improvements.
• Utilized advanced SQL proficiency for data mining, producing accurate and actionable reports.
• Authored and implemented SOPs related to transport and operational improvements, streamlining processes.
• Managed and resolved disputed charges from business partners, averaging savings of 10k AUD per month.
• Conducted thorough RCAs, identifying gaps and developing innovative solutions.
• Led a team of 20, provided mentorship, and conducted one-on-one meetings with 2 Assistant Team Leaders, fostering growth and development.
• Collaborated continuously with cross-functional teams on various projects and improvements, driving successful outcomes.
• Facilitated key meetings with managers and cross-functional teams and external stakeholders.

• Established and optimized Control Tower Agents KPI targets and performance metrics, including the creation of comprehensive Standard Operating Procedures.
• Designed and implemented a productivity tracker that became an essential tool for departmental efficiency and performance enhancement.
• Analyzed trends in operational issues and identified root causes, leading to effective problem resolution and improved partner relationships.
• Ensured seamless freight flow by coordinating with internal stakeholders (e.g., suppliers and T&W customer care) and external stakeholders (e.g., carriers), enhancing the customer delivery experience.
• Acted as the primary escalation point for Control Tower agents on urgent issues, resolving problems swiftly through effective communication with transport providers and stakeholders.
• Led initiatives to significantly reduce missed collections from suppliers, improving overall supply chain reliability.
• Authored and implemented detailed SOPs related to transport, driving operational improvements and standardization.
• Created EOD Totals and blockers reports, ensuring comprehensive team visibility and informed decision-making.
• Developed and aligned OKR goals with overarching business and departmental objectives, driving consistent performance and growth.
• Trained team members in advanced technical skills, fostering professional development and expertise.
• Managed a high-performing team of 5 individuals across MNL and CEBU, ensuring cohesive and efficient operations.

As a Transport Control Agent in Domestic Transport, I manage supplier portfolios and outbound freight. Responsibilities include guiding suppliers, resolving operational issues, engaging with transport providers, troubleshooting problems, and meeting key performance targets. Consistently maintaining professionalism and alerting the team to ongoing issues.

• Managed effective communication among departments, suppliers, and carriers to address inventory, order, and carrier issues. Achieved key objectives to enhance supplier lead times and order fulfillment rates. Improved supplier and warehouse communication and conducted operational administrative duties to ensure world-class service delivery.

• Provides exceptional customer service in every customer interaction (voice, chat, social media, email) with the ultimate aim of providing first call resolution
• Work with other support teams as necessary to ensure that customers’ queries are clearly escalated to the correct teams for the required action and follow-up