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Joan Joshua Serania, Customer Service Representative / Logistics Coordinator

Joan Joshua Serania

Customer Service Representative / Logistics Coordinator·Maxx Logistics FZCO

United Arab Emirates

Bachelor's degree, customs Administration, Logistics, Freight Forwarding

Work experience

Total years of experience: 8 years, 11 months

Customer Service Representative / Logistics Coordinator

July 2022 - January 2026

Maxx Logistics FZCO

Dubai, United Arab Emirates

July 2022 - January 2026

Manage daily logistics and documentation operations for import and export shipments
Prepare shipment documents including invoices, packing lists, delivery advice, and HS Code summaries
Coordinate customs procedures, inspections, and clearance processes
Maintain accurate stock reports aligned with BOE documentation
Prepare client billing, invoicing, and ERP system entries
Process Certificates of Origin (COO) via Dubai Chamber
Prepare Delivery Orders (DO) through Dubai Trade
Liaise with shipping lines, 3PL providers, and vendors for shipment collection and delivery
Support accounts verification and vendor reconciliation
Company industry:
Shipping
Job role:
Logistics and Transportation

team head

December 2020 - March 2021

lbc express

Manila, Philippines

December 2020 - March 2021

Company industry:
Distribution, Supply Chain & Logistics
Job role:
Management

Team Head

December 2019 - March 2020

LBC Express (Luzon Brokerage Company)

Manila, Philippines

December 2019 - March 2020

Oversaw day-to-day branch operations and customer satisfaction
Developed SOPs, manuals, and operational reports for management
Assisted HR with recruitment, interviews, and onboarding
Conducted training programs and performance monitoring
Handled escalated customer complaints and shipment issues
Conducted branch audits and ensured service quality compliance
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Management

Regional Area Manager

December 2017 - July 2019

Blackarrow Express – AAI Logistics Cargo Express Inc.

Manila, Philippines

December 2017 - July 2019

Managed regional operations across multiple express centers in Mindanao
Coordinated with transport management and shipment processing teams
Oversaw line haul tracking, dispatch, and delivery performance
Negotiated and managed contracts with truckers and 3PL partners
Developed SOPs and operational reports for senior management
Led recruitment, training, and onboarding of operations staff
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Management

Cross-Border / Monitoring Supervisor

October 2017 - November 2017

Blackarrow Express – AAI Logistics Cargo Express Inc.

Manila, Philippines

October 2017 - November 2017

Supervised import and export operations for air and sea shipments
Coordinated with shipping lines, truckers, and haulers nationwide
Approved customs documentation and shipment releases
Ensured compliance with internal audit and regulatory standards
Maintained client updates on booking and shipment status
Company industry:
Distribution, Supply Chain & Logistics

Compliance Supervisor

April 2017 - October 2017

Blackarrow Express – AAI Logistics Cargo Express Inc.

Manila, Philippines

April 2017 - October 2017

Identified operational risks and implemented corrective actions
Managed VIP and corporate client escalations, including e-commerce accounts
Investigated lost, delayed, and damaged shipments
Ensured SOP compliance prior to branch openings
Monitored financial and operational reports across branches
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Quality Control

Customer Service Supervisor – Helpdesk

February 2017 - April 2017

Blackarrow Express – AAI Logistics Cargo Express Inc.

Manila, Philippines

February 2017 - April 2017

Managed escalated client concerns via call, chat, and social media
Monitored CSR performance and complaint resolution metrics
Handled petty cash for urgent operational requirements
Reported team performance to Customer Service Manager
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Other

Customer Service Associate

March 2016 - January 2017

Blackarrow Express – AAI Logistics Cargo Express Inc.

Manila, Philippines

March 2016 - January 2017

Handled shipment tracking, customer inquiries, and documentation
Coordinated bookings, consolidation, and trucking schedules
Prepared daily operational reports for management
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Customer Service and Call Center

Customer Service Representative – Air Import

June 2015 - October 2015

DB Schenker

Manila, Philippines

June 2015 - October 2015

Managed air import shipment processing and client communication
Prepared pre-alerts, AWBs, and shipment billings
Coordinated bookings, consolidation, and trucking schedules
Monitored flight schedules, delays, and delivery performance
Company industry:
Distribution, Supply Chain & Logistics

On the Job training - Air Import Operations Department

January 2015 - March 2015

Quickflo Forwarders Inc.

Manila, Philippines

January 2015 - March 2015

Company industry:
Distribution, Supply Chain & Logistics

Customer Relation Assistant

June 2010 - December 2010

Rustan’s Supercenters Inc.

Manila, Philippines

June 2010 - December 2010

Frontline to the customers in information section.
Handling concerns regarding queries received from direct walk in and on call customers.
Managed the Foreign exchange section, liquidate to finance.
Enroll customers on system for new memberships, updating also for the present members.
Directly send and evaluate customer satisfaction to the Team Lead in a day-to-day manner.
Assist customers with returns and damaged items under warranty period.
Dealing with irate customers within the area of CCSD.
Monitoring promotions and discounts for marketing and sales.
Company industry:
Supermarket
Job role:
Customer Service and Call Center

Education

Philippines merchant Marine school

March 2015

March 2015

Bachelor's degree, customs Administration, Logistics, Freight Forwarding

Philippines

Westbay College of Alabang

January 2008

January 2008

Bachelor's degree, Psychology

Philippines

Skills

Fulfillment Operations
Expert
Fulfillment Operations
Expert
Logistics Management
Expert
Logistics Management
Expert
Daily Operations
Expert
Daily Operations
Expert
Customer Service Skills
Expert
Customer Service Skills
Expert
Management
Expert
Management
Expert
Microsoft
Intermediate
Microsoft
Intermediate
BILLING
Intermediate
BILLING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMS REGULATIONS
Intermediate
CUSTOMS REGULATIONS
Intermediate
FREIGHT FORWARDING
Intermediate
FREIGHT FORWARDING
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
LOGISTICS
Intermediate
LOGISTICS
Intermediate
LOGISTICS MANAGEMENT
Intermediate
LOGISTICS MANAGEMENT
Intermediate
SERVICE LEVEL AGREEMENT
Intermediate
SERVICE LEVEL AGREEMENT
Intermediate
SHIPMENT COORDINATION
Intermediate
SHIPMENT COORDINATION
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate

Languages

Filipino
Native Speaker
English
Expert
Tagalog
Beginner

Training and Certifications

Certifications
Vision, Mission and Values Cascade
Security and Manual Procedures
Proper and Safety use of Extinguisher
Revised Computation of Duties, Taxes and Other Charges for Automobiles
Customs Brokerage Operations 101

Hobbies

  • photography