Basilio Q. Serdeña Iii

BASILIO Q SERDEÑA III- |-| linkedin.com/in/basilio-iii-serde%C3%B1a-6903b6241 | Nueva Ecija | Philippines PROFESSIONAL SUMMARY Detail-oriented Dispatch Associate and Customer Service Specialist with 7+ years of experience in logistics coordination, dispatching, technical support, and inbound/outbound call handling. Skilled in managing 12–18 trucks daily, processing 120–240 invoices, and supporting customers and teams with real-time issue resolution. Proven track record of reducing delivery delays by 15%, cutting unresolved disputes by 59%, and improving on-time delivery by 10%. Proficient in Excel and Google Sheets (advanced formulas, pivot tables), with strong communication, problem-solving, and customer support skills to optimize operations and ensure client satisfaction. Tech-savvy and a fast learner, able to quickly adapt to new systems, software, and processes to deliver efficient results. EDUCATION Nueva Ecija University of Science and Technology Bachelor of Science in Information Technology – Major in Network Analysis and Design ▪ EXPERIENCE Customer Service | Data Entry Support | Technical Support Staff TESDA Nueva Ecija Provincial Office July 2024 – August 2025 (1year and 2 Months) ▪ Encode and verify over 100,000+ student records into T2MIS and SPMOR systems with 99% accuracy, ensuring compliance with national reporting standards. ▪ Provide frontline customer service to trainees and instructors, assisting with inquiries, account setup, and document require ments. ▪ Coordinated training schedules and assessments for 1,200+ Assessment Centers, managing communication via email, calls, and inperson support. Assist with the onboarding process by delivering training induction programs and responding to applicants’ concerns. ▪ Prepare reports and official documents for management, ensuring accuracy and timely submission. ▪ Handled 20–30 inbound and outbound calls daily with school administrators, providing technical support and troubleshooting issues related to the T2MIS and BSRS systems. ▪ Developed customized Excel templates and trained co-workers on their use, helping streamline reporting tasks and significantly speeding up daily data processing. Dispatch Associate | Network Management Associate | Customer Service J&T Express Head Office October 2023 - June 2024 (9 Months) ▪ Dispatched and monitored parcel deliveries across 250+ branches all over Northeast Luzon, reducing delivery delays by 15%. ▪ Coordinated daily to branch managers via email and chat to resolve customer-related shipment issues promptly. ▪ Investigated lost parcels, shipment delays, and disputes, providing accurate updates to ensure customer satisfaction. ▪ Analyzed logistics data to identify penalty disputes, reducing unnecessary charges and recovering operational losses. ▪ Prepared weekly logistics and operations reports, cutting unresolved cases by 59%. ▪ Managed 40+ inbound and outbound calls per week with J&T riders and customers, resolving delivery concerns and providing shipment updates to ensure timely issue resolution. ▪ Collaborated with customer service teams to provide accurate shipment status updates, strengthening client communication and satisfaction. Dispatching Delivery Trucks| E-commerce Logistics Staff | Customer Service Value Chain Solutions, Inc. May 2018 - September 2023 (5 years and 5 months) ▪ Dispatched and coordinated 12–18 delivery trucks daily, monitoring schedules to ensure on-time deliveries to customers. ▪ Handled an average of 15–20 inbound and outbound calls daily with drivers, warehouse staff, and customers to coordinate deliveries and resolve order-related concerns, improving on-time delivery by 10%. Maintained accurate documentation and delivery reports with 99% accuracy, ensuring smooth handovers between warehouse, drivers, and clients. ▪ Processed 120–240 invoices and returns daily, preventing backlogs and ensuring timely warehouse operations. ▪ Conducted inventory checks, reconciled stock discrepancies, and provided timely reporting for supply chain efficiency. ▪ Delivered customer support for e-commerce operations, managing product listings, and ensuring accurate pricing and descriptions across multiple platforms. ▪ Handled customer order fulfillment, including monitoring shipment status, resolving delivery issues, and coordinating with carriers to ensure customer satisfaction. ▪ Generated daily and weekly logistics reports for management, improving visibility into delivery performance, sales operations, and warehouse efficiency. ▪ Trained and assisted new warehouse staff on dispatching procedures and e-commerce order processing, improving team productivity and reducing onboarding time by 20%. ▪ Collaborated with cross-functional teams (sales, warehouse, and delivery units) to resolve urgent delivery issues, reducing customer complaints by 15% and boosting client satisfaction SKILLS Technical and Tools: ▪ ▪ ▪ ▪ ▪ ▪ Microsoft Excel and Google Sheets (VLOOKUP, XLOOKUP, IF Functions, Pivot Tables, Conditional Formatting, Advanced Formulas) Data Entry and Encoding (75 WPM, high accuracy) Dispatching and Route Optimization Technical Support and Troubleshooting Systems: T2MIS, BSRS (TESDA) | JMS, FEISHU (J&T Express) | NetSuite (Value Chain Solutions) Video Editing: Camtasia (basic editing, screen recording, and training materials creation) Logistics and Customer Support: ▪ ▪ ▪ ▪ ▪ ▪ Dispatching and Monitoring Deliveries Customer Communication (Inbound & Outbound Calls, Email and Chat Support, Dispute Resolution, Follow-ups) Order Fulfillment and Process Optimization Documentation and Data Verification Inventory Management and Stock Reconciliation Collaboration with Cross-Functional Teams (Warehouse, Sales, and Delivery Units) to Resolve Urgent Logistics Issues Soft Skills: ▪ ▪ ▪ ▪ ▪ ▪ Attention to Detail and Time Management Problem-Solving and Analytical Thinking Information Confidentiality and Compliance Adaptability in Fast-Paced Environments Collaboration and Teamwork Strong Communication and Active Listening