Josh Elrence Dollete
Hi, I'm
Josh Elrence Dollete

I keep freight moving and operations running.

Logistics Operations Team Lead with 6+ years managing US–Canada freight operations, shipment coordination, and remote teams. I've processed thousands of shipments, coached teams to exceed KPIs, and kept SLA compliance above 95%.

Get in Touch View Case Studies
Operations Status Board Available Now
Experience
6+ yrs
Fully remote operations
SLA Compliance
95%+
Across all accounts
Peak Typing Speed
104 WPM
98% accuracy — verified
Daily Volume
200+
Shipment transactions/day
US Operations Canada Operations Cross-Border LTL Freight
Josh Elrence Dollete
Location
Tacloban City, Leyte, PH
Work Setup
Dedicated home office + high-speed internet
Timezone
US, CA, AU business hours
Education
BS Accountancy — Saint Paul School
Languages
English (Fluent) • Filipino (Native)
About Me

From frontline support to operations leadership.

I started in customer service at TELUS International, handling 50+ daily interactions and learning how to work fast, communicate clearly, and solve problems under pressure. That foundation carried me to Virtual Staffing Solutions, where I sharpened my remote operations skills supporting US-based clients across billing, account management, and CRM workflows.

In January 2023, I joined DDC Data Processing OPC and was entrusted with leading a freight operations team servicing US and Canadian transportation accounts. Over the next three and a half years, I managed end-to-end shipment workflows, dispatch coordination, cross-border logistics, and customer escalations — while coaching my team to consistently exceed productivity and quality benchmarks.

What sets me apart: I don't just follow logistics processes — I improve them. I've identified bottlenecks, implemented workflow changes, and delivered measurable efficiency gains. I bring the operational rigor of a team lead, the responsiveness of a customer service veteran, and the precision of someone with an accounting background.

Performance Dashboard

The numbers behind the operations.

Career metrics drawn from 6+ years of remote logistics work across three companies and multiple transportation accounts.

200+
Daily Shipment Transactions
Team-level throughput managed
50+
Escalations Resolved / Month
Shipment delays, exceptions, recovery
95%+
SLA Compliance Rate
Maintained across all accounts
~15%
Productivity Improvement
Through coaching & process changes

Career Progression

Roles and scope of responsibility over time (2019–2026)

CSR Sr. CSR Team Lead TELUS Intl VSS DDC — Team Lead Freight Ops 2019 2021 2023 2026

Operations Coverage

Freight operation types managed at DDC

US Domestic 100% Cross-Border 90% LTL Freight 85% Residential 75% Dispatch 80%

Verified Typing Speed — Up to 104 WPM at 98% Accuracy

Screenshots from third-party typing test platforms taken July 2026. Scores range from 80–104 WPM with consistent 98% accuracy, placing me in the top 5% of typists worldwide and well above the "Pro" threshold.

10FastFingers typing test result: 104 WPM, 98% accuracy
10FastFingers.com
104 WPM 98% accuracy★ Best Score
TypingTest.com result: 82 WPM, 98% accuracy
TypingTest.com
82 WPM 98% accuracy
TypingTest.com result: 80 WPM, 98% accuracy
TypingTest.com
80 WPM 98% accuracy
What I Deliver

Operational capabilities built for logistics.

Every capability below is backed by hands-on experience across real transportation accounts — not theoretical knowledge.

Freight Processing & Coordination

End-to-end management of freight workflows — from BOL processing and shipment entry to delivery confirmation and documentation. Experienced with LTL, cross-border, and residential freight.

BOL ProcessingFreight TracingLTLDocumentation

Shipment Tracking & Dispatch Support

Real-time shipment monitoring, freight tracing, delivery scheduling, and carrier coordination. Proactive exception management to prevent delays before they escalate.

Track & TraceDispatchCarrier CoordinationETA Updates

Cross-Border Logistics (US–Canada)

Specialized experience coordinating freight movement between the United States and Canada — managing documentation compliance, status updates, and cross-border shipment inquiries.

US–CanadaCross-BorderCompliance Docs

KPI Management & Reporting

Daily monitoring and reporting of 5+ operational KPIs — productivity volume, turnaround time, quality scores, SLA adherence, and attendance. Actionable summaries for leadership.

Daily ReportsKPI TrackingSLA MonitoringExcel

Team Leadership & Coaching

Led freight operations associates through weekly performance reviews, 1-on-1 coaching, and individualized action plans. Improved team productivity by ~15% through targeted development.

CoachingPerformance ReviewsTrainingSLA Compliance

Email Operations & Customer Support

High-volume email management for shipment inquiries, documentation requests, status updates, and customer concerns. Professional written communication with multi-case handling.

Email OpsEscalationsService RecoveryCRM
Career Timeline

Operations log: 2019–2026.

Seven years of progressive growth — from customer service foundations to logistics team leadership.

Jan 2023 – Jun 2026
3 years 6 months
▲ Promoted to Team Lead

Team Lead — Freight Operations (Remote)

DDC Data Processing OPC

Led a freight processing team managing 200+ daily shipment transactions across US and Canadian transportation accounts. Oversaw dispatch coordination, cross-border logistics, customer escalations, and operational KPIs.

  • Maintained 95%+ SLA compliance across all managed client accounts
  • Resolved 50+ customer escalations monthly — shipment delays, delivery exceptions, service recovery
  • Improved team productivity by ~15% through coaching and process improvements
  • Managed cross-border US–Canada freight operations including LTL and residential delivery
  • Produced daily KPI reports and performance summaries for senior leadership
  • Led high-volume email operations handling shipment inquiries and documentation requests
Nov 2021 – Dec 2022
1 year 2 months

Customer Service Representative (Remote)

Virtual Staffing Solutions

Delivered remote support for US-based clients via phone and email, managing billing, account concerns, and CRM workflows.

  • Handled 40+ daily customer interactions while consistently meeting quality benchmarks
  • Maintained accurate CRM records and reduced follow-up tickets through first-contact resolution
  • Coordinated with internal teams for timely escalation and issue resolution
Apr 2019 – Sep 2021
2 years 6 months

Customer Service Representative (Remote)

TELUS International

Frontline customer support for a major international BPO, managing account services, billing, and issue resolution in a high-volume remote environment.

  • Managed 50+ daily interactions across phone and email, exceeding metric targets
  • Built foundational expertise in remote ops, CRM systems, and high-volume support
  • Recognized for communication skills and reliability over a 2.5-year tenure
Project Highlights

Operations challenges I've solved.

Real scenarios from my experience, framed as case studies to show how I approach logistics problems.

Case Study — Process Improvement

Reducing Freight Processing Turnaround Time at DDC

Challenge: The freight processing team was experiencing inconsistent turnaround times due to unclear workflow prioritization, uneven task distribution, and recurring bottlenecks in cross-border documentation handling.

What I Did: Audited the existing workflow end-to-end and identified three root causes: time-sensitive shipments weren't being flagged properly, task allocation was unbalanced, and cross-border documentation steps had redundant handoffs. I restructured the distribution system, implemented priority flagging for SLA-critical freight, and created streamlined documentation checklists.

Result: Reduced average processing turnaround time, improved SLA compliance to 95%+, and eliminated recurring bottlenecks that had been causing after-hours overflow work.

95%+
SLA Compliance Achieved
3+
Bottlenecks Eliminated
~15%
Productivity Increase
0
Overflow Incidents Post-Fix
Process ImprovementWorkflow DesignSLA ManagementCross-Border Logistics
Case Study — Team Development

Coaching a Freight Team to Exceed KPI Targets

Challenge: Several team members were falling below productivity and quality benchmarks with no structured development framework in place.

What I Did: Introduced weekly 1-on-1 reviews, created individualized action plans tied to specific KPI gaps, and built a peer mentoring system pairing high performers with developing associates.

Result: Team productivity improved by ~15%, quality scores increased, and the team consistently met or exceeded all operational targets.

~15%
Productivity Gain
Weekly
1-on-1 Cadence
LeadershipCoachingKPI Management
Case Study — Escalation Management

Building a Scalable Escalation Resolution Process

Challenge: Customer escalations involving shipment delays and delivery exceptions were handled inconsistently with no standardized response framework.

What I Did: Developed a tiered escalation protocol by severity, created response templates for common scenarios, and established direct coordination channels with dispatch and transportation teams.

Result: First-contact resolution rates improved significantly, average handling time decreased, and repeat complaint volume dropped.

50+
Escalations / Month
High
FCR Rate Achieved
Escalation MgmtService RecoveryDispatch Coordination
Technology Stack

Tools I use every day.

Proficient across the standard logistics and remote operations toolkit — no learning curve needed.

Productivity

Google WorkspaceGoogle SheetsGoogle CalendarGoogle DriveMicrosoft ExcelMicrosoft OutlookMicrosoft Word

Communication

SlackMicrosoft TeamsRingCentralRingCXIntercomZoomGoogle Meet

Logistics & Ops

Logistics CRM PlatformsFreight Management SystemsShipment Tracking Tools

AI & Automation

Claude AIChatGPT
Work Samples

How I manage logistics operations.

I built these from scratch to show exactly how I track KPIs, manage escalations, coordinate dispatch, and report to leadership. All samples use fictional data to respect previous employer confidentiality.

Artifact 01 — Team Performance Dashboard

Logistics Team KPI Dashboard

Weekly team performance tracking with conditional status indicators and target analysis

AgentAttendanceQA ScoreAHT (min)CasesEmailsCallsEscalationsProductivityFCRCSATStatus
Rivera, A.98%964.2187142453102%91%4.7Top Performer
Santos, M.96%934.517513045598%88%4.5On Target
Cruz, J.100%914.816812543495%86%4.4On Target
Garcia, R.94%885.115511837787%82%4.2Coaching Needed
Reyes, L.97%944.3180138422101%90%4.6Top Performer
Torres, D.92%855.414511035981%78%4.0Coaching Needed
Lim, K.99%924.617213240496%87%4.5On Target
Bautista, C.95%904.716312241691%84%4.3On Target
Mendoza, P.98%954.1185140452104%92%4.8Top Performer
Dela Cruz, S.93%875.015811543888%80%4.1Coaching Needed
TEAM AVG96.2%91.14.67168.8127.241.65.094.3%85.8%4.41
96.2%
Attendance (Target: 95%)
91.1
QA Score (Target: 90)
4.67
AHT min (Target: 5.0)
95.8%
SLA Achievement (Target: 95%)
94.3%
Productivity (Target: 90%)
4.41
CSAT Score (Target: 4.3)
Fictional sample data — built to demonstrate operational reporting skills
Artifact 02 — Shipment Escalation Tracker

Active Escalation Log

Real-time escalation tracking with priority classification, status management, and resolution workflow

Shipment #CustomerCarrierOriginDestinationIssuePriorityAssignedStatusETADays Open
SHP-20260701Acme CorpSwift LogisticsChicago, ILToronto, ONDelivery DelayHighRivera, A.In ProgressJul 1012
SHP-20260702Global Trade CoExpress FreightDallas, TXCalgary, ABDamaged CargoCriticalMendoza, P.EscalatedJul 811
SHP-20260703Pacific ImportsNational CarriersLos Angeles, CAVancouver, BCMissing PODMediumReyes, L.PendingJul 910
SHP-20260704Summit RetailTransNorth IncDetroit, MIMontreal, QCWrong AddressHighSantos, M.ResolvedJul 62
SHP-20260705Blue Sky MfgFastHaul LLCAtlanta, GAMiami, FLMissed ApptMediumCruz, J.In ProgressJul 118
SHP-20260706Northstar DistEagle TransportSeattle, WAEdmonton, ABCustoms HoldCriticalRivera, A.EscalatedJul 127
SHP-20260707Lakeview FoodsMidwest FreightMinneapolis, MNWinnipeg, MBLate PickupLowLim, K.ResolvedJul 70
SHP-20260708Coastal SupplyPacific LinesPortland, ORSan Diego, CARate DisputeMediumBautista, C.PendingJul 145
8
Total Escalations
2
Critical Priority
2
Resolved
6.9
Avg Days Open
Fictional sample data — built to demonstrate escalation management skills
Artifact 03 — Dispatch Coordination Board

Daily Dispatch Operations

Real-time driver and shipment tracking board for dispatch coordination

DriverTruckTrailerCarrierPickupDeliveryApptStatusMilesETAPODLate
M. JohnsonTRK-4401TRL-881Swift LogisticsChicago, ILDetroit, MI08:00Delivered282On TimeYes—
R. WilliamsTRK-4402TRL-882Express FreightDallas, TXHouston, TX09:30In Transit240On Time——
J. MartinezTRK-4403TRL-883National CarriersLos Angeles, CAPhoenix, AZ07:00Delayed373Delayed—YES
S. BrownTRK-4404TRL-884TransNorth IncSeattle, WAPortland, OR10:00At Pickup174On Time——
D. GarciaTRK-4405TRL-885FastHaul LLCAtlanta, GAJacksonville, FL06:30Delivered346On TimeYes—
K. LeeTRK-4406TRL-886Eagle TransportMinneapolis, MNMilwaukee, WI11:00Dispatched337On Time——
T. DavisTRK-4407TRL-887Midwest FreightDenver, COSalt Lake City, UT08:30In Transit525At Risk——
P. WilsonTRK-4408TRL-888Pacific LinesSan Francisco, CASacramento, CA12:00Scheduled87On Time——
8
Active Loads
2
Delivered
3
In Transit
1
Delayed
2,364
Total Miles
Fictional sample data — built to demonstrate dispatch coordination skills
Artifact 04 — Daily Operations Report

Daily Operations Summary — July 8, 2026

Executive-level daily report with KPI comparisons and operational notes. Prepared by: Josh Dollete, Team Lead

MetricTodayYesterdayChangeWeekly AvgTarget
Total Shipments Processed214198+16205200
Completed Deliveries187172+15180175
Delayed Shipments811-39<10
Pending Pickups1915+416<20
Escalations Opened57-26<8
Escalations Resolved65+155+
Customer Emails Handled342318+24325300
Phone Calls Handled8976+138275
SLA Compliance96.2%94.8%+1.4%95.1%95%
Team Productivity102%97%+5%98%95%
Avg Handle Time (min)4.54.8-0.34.655.0
CSAT Score4.64.4+0.24.54.3
Operational Notes & Action Items
1. Customs delay on SHP-20260706 (Northstar / Eagle Transport) — broker intervention in progress, ETA Jul 12
2. Driver J. Martinez 45 min behind on I-10 due to traffic — customer notified, updated ETA provided
3. QA coaching session completed with Torres, D. — focus on email quality and escalation handling
4. New SLA reporting template rolled out — team training scheduled for Jul 10
5. Cross-border documentation checklist updated per compliance feedback — effective immediately
Fictional sample data — built to demonstrate executive reporting skills
Artifact 05 — Weekly Performance Trends

Weekly Performance Trends & Analytics

Mon–Fri trend data with visual performance indicators

DayShipmentsDeliveriesEscalationsSLA %ProductivityCSATAHT (min)
Monday195170794.5%96%4.34.9
Tuesday205178695.2%98%4.44.7
Wednesday198172894.1%95%4.44.8
Thursday210185596.0%100%4.54.6
Friday214187596.2%102%4.64.5
WEEKLY AVG204.4178.46.295.2%98.2%4.444.7
Shipments vs Deliveries
0 110 220 Mon Tue Wed Thu Fri
Shipments Deliveries
Fictional sample data — built to demonstrate analytics and trend reporting
Artifact 06 — Logistics Email Portfolio

Professional Email Templates — 10 Logistics Scenarios

Sample customer and carrier communications demonstrating written skills

EMAIL 01
Shipment Delay Notification
Proactive customer notification about customs processing delay with updated ETA and next steps
EMAIL 02
Delivery Confirmation
Formal delivery confirmation with POD details, recipient name, timestamp, and follow-up instructions
EMAIL 03
Shipment Status Update
Daily transit update with current location, border clearance status, and delivery ETA
EMAIL 04
Escalation Follow-Up
Damaged cargo escalation update with claim status, replacement shipment, and root cause investigation
EMAIL 05
Documentation Request
Commercial invoice and customs paperwork request for cross-border shipment on customs hold
EMAILS 06–10
+ 5 More Templates
Carrier follow-up, appointment confirmation, freight exception alert, POD request, and service recovery
Fictional scenarios — full 10-email PDF available upon request
Let's Connect

Ready to keep your operations running.

Looking for a reliable, experienced remote logistics coordinator or virtual assistant? I'm immediately available and flexible across US, Canadian, and Australian time zones.

joshglenstid@gmail.com LinkedIn Profile
+639533190416 Tacloban City, Leyte, Philippines Flexible timezone availability