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Jocelyn Caligagan

Team Leader for United Parcel Service

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Intro
Angeles City, Philippines
Studied Marketing and Accountancy at Angeles University Foundation
Logistics & Supply Chain
Joined June 7, 2025

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English
-
Fluent
About
As a dedicated logistics and customer service professional, I bring extensive experience in cross-functional collaboration to ensure seamless package delivery and exceptional customer satisfaction. I've worked closely with dispatch teams, supervisors, and regional managers to monitor package movement and resolve delivery challenges. My role has involved partnering with the OS&D team to track down and address overages, shortages, and damages, while also managing customer escalations through Salesforce with full case ownership and resolution tracking. Beyond frontline support, I’ve conducted audits of customer service interactions, coached agents, and measured team effectiveness against key performance indicators. I regularly developed performance improvement plans and detailed reports using platforms like Verint, OLMS, and CEC. By working alongside leadership and quality teams, I helped resolve high-priority corporate concerns and delivered weekly performance updates to guide decision-making and continuous improvement.
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Experience
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United Parcel Service
Aug 2012 – May 2025
Philippines
Team Leader/ Logistics Specialist
As a dedicated logistics and customer service professional, I bring extensive experience in cross-functional collaboration to ensure seamless package delivery and exceptional customer satisfaction. I've worked closely with dispatch teams, supervisors, and regional managers to monitor package movement and resolve delivery challenges. My role has involved partnering with the OS&D team to track down and address overages, shortages, and damages, while also managing customer escalations through Salesforce with full case ownership and resolution tracking. Beyond frontline support, I’ve conducted audits of customer service interactions, coached agents, and measured team effectiveness against key performance indicators. I regularly developed performance improvement plans and detailed reports using platforms like Verint, OLMS, and CEC. By working alongside leadership and quality teams, I helped resolve high-priority corporate concerns and delivered weekly performance updates to guide decision-making and continuous improvement.
Education
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Angeles University Foundation
Jun 1998 – Apr 2002
Bachelor of Science in Business Administration major in Marketing minor in Accountancy, Marketing and Accountancy
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