EMERSON BARIUAD ANDRES JR.

[email protected] • +639561642797 • Ilagan, Isabela 3300

PROFESSIONAL SUMMARY

Dedicated and results-driven professional with extensive experience in customer service management and logistics operations. Proven track record of leading high-performance teams, optimizing operational workflows, and maintaining exceptional delivery success rates. Skilled in technical system support, staff development, and cross-functional collaboration to drive organizational success.

WORK EXPERIENCE

Logistics Manager (Hub Lead)

04/2024 - Present

Shopee Express (SPX) – OP Jones Hub (Isabela) & Banaue Hub (Ifugao) , Ilagan, Isabela

• Spearhead end-to-end hub operations across multiple locations, consistently achieving high delivery success rates (up to 98.81%) through strategic resource planning

• Oversee all backroom functions, including inventory sorting, parcel tracking, and dispatch coordination to ensure seamless logistics flow

• Conduct daily operational huddles with the rider fleet to communicate performance targets, safety protocols, and route optimizations

• Orchestrate comprehensive payroll processing for riders and backroom staff, ensuring accurate disbursement and financial data integrity

• Serve as the primary technical lead for proprietary logistics systems, troubleshooting software issues and training personnel on system updates

• Manage recruitment and training initiatives for delivery drivers, team leaders, and backroom officers to support regional hub expansion

Team Manager

07/2020 - 06/2023

Alorica – Centris, Quezon City , Quezon City

• Led and managed a customer service team, providing guidance and coaching to ensure optimal performance

• Set performance goals, conducted regular evaluations, and fostered a positive, motivated work environment

• Monitored KPIs such as average handling time and customer satisfaction, implementing proactive measures to improve efficiency

Senior Representative

01/2020 - 07/2020

Alorica – Centris, Quezon City , Quezon City

• Acted as a senior member of the team, providing guidance and support to junior representatives

• Assisted in training, performance evaluations, and fostering a collaborative team culture

• Handled escalated customer issues using strong problem-solving and analytical skills to deliver prompt resolutions

Customer Service Representative

01/2018 - 01/2020

Alorica – Centris, Quezon City , Quezon City

• Resolved high volumes of customer inquiries via phone, email, and live chat regarding billing, technical support, and account management

• Collaborated with colleagues to enhance product knowledge and achieve departmental targets

On-the-Job Training

01/2015 - 01/2016

Green Future Innovations Inc. – San Mariano, Isabela , San Mariano, Isabela

• Assisted in designing, operating, and maintaining technology products and enterprise systems

• Supported network management, software development, and database administration while providing technical assistance to employees

EDUCATION

Bachelor of Science in Information Technology

04/2016

Isabela State University, Ilagan Campus , Ilagan, Isabela

Secondary Education

03/2009

Isabela National High School, Ilagan City , Ilagan City

SKILLS

CERTIFICATIONS

NC II, Hardware Servicing Certificate

01/2015

TESDA, Ilagan City

Cyber Summit 2014

01/2014

St. Paul University, Tuguegarao City