Jaypee Gemongala

Operations and Client Support Specialist with 11+ years of experience supporting U.S.-based logistics, transportation, dispatch, customer service, payroll, billing, and administrative operations. Strong background in LTL/TL order processing (500–3,000 orders/day), escalation management, vendor coordination, SOP development, and process optimization. Experienced in team leadership, data analysis, scheduling, and cross-functional communication.

Skilled in Advanced Excel, HRIS tools, TMS systems, and high-volume environments requiring accuracy, urgency, and SLA compliance.

Track and Trace Specialist - PROMISE DELIVERED

(2026-03 - 2026-07)

• Monitored 30-60 truckload shipments from pickup through final delivery while maintaining shipment visibility.
• Verified shipment details including load numbers, delivery schedules, and carrier information before dispatch.
• Tracked shipment progress and escalated delays or exceptions to maintain service levels.
• Coordinated with carriers and internal operations teams regarding shipment updates.
• Maintained accurate shipment records for 80-100 truckloads and documentation within operational systems.
• Prepared carrier performance and shipment status reports for operations management.
• Supported appointment rescheduling and delivery recovery activities.

Booking Specialist and Dispatcher - VIP CONNECTION

(2025-09 - 2026-03)

• Managed 100 – 300 end-to-end booking reservations, ensuring immediate confirmation and accurate trip details.
• Handled schedule changes, routing issues, and customer escalations.
• Coordinated driver dispatching and communicated job updates from assignment to completion.
• Monitored job boards for real-time schedule adjustments.
• Performed flight monitoring for all airport pickup assignments to prevent delays.

Client Support Team Lead – Electronics Category - UNIS FULFILLMENT AND TRANSPORTATION

(2025-02 - 2025-08)

• Resolved 95% of client escalations within 24 hours, maintaining high satisfaction and SLA compliance.
• Managed 500–3,000 TL/LTL orders daily including scheduling, carrier assignment, rate confirmation, and delivery verification.
• Coordinated with carriers, warehouses, and clients to resolve shipment errors, delays, and billing discrepancies.
• Developed automation tools using Excel and ERP systems, improving team efficiency by 20%.
• Enhanced SOP documentation and training, reducing operational errors by 15%.
• Oversaw daily workload distribution and report accuracy.

Billing & Client Support Specialist - UNIS FULFILLMENT AND TRANSPORTATION

(2024-01 - 2025-02)

• Processed 500–2,000 LTL/TL orders per day across multiple high-volume accounts with 100% accuracy.
• Performed rate verification, dispatch coordination, tracking updates, and invoice preparation.
• Communicated directly with U.S.-based customers to confirm load details and resolve shipment issues.
• Reviewed aging reports to support workload forecasting and staffing allocation.
• Audited freight bills via BNP and TMS platforms, reducing billing discrepancies by 30%.
• Reconciled invoices with accounting and dispatch teams to eliminate errors and disputes.

Payroll & Administrative Support - UNIS FULFILLMENT AND TRANSPORTATION

(2016-10 - 2024-01)

• Processed payroll for 2,000+ employees, including attendance validation, PTO tracking, and salary adjustments.
• Created an Excel automation tool that reduced timecard processing by 40%.
• Maintained HRIS records and ensured payroll accuracy and compliance.

Purchasing & Accounts Payable Support - UNIS FULFILLMENT AND TRANSPORTATION

(2018-07 - 2021-10)

• Negotiated vendor pricing and managed purchase orders, reducing annual procurement costs by 10%.
• Audited vendor invoices and resolved discrepancies to improve AP accuracy and cycle time.
• Tracked purchase orders using JIRA, reducing delivery delays by 15%.

Carrier Accounts Payable Support - UNIS FULFILLMENT AND TRANSPORTATION

(2016-10 - 2018-07)

• Verified carrier invoices, surcharges, and proof of delivery (POD) documents.
• Reduced billing disputes by 25% through proactive communication and documentation accuracy.

Tier 2 Technical Support - UBER TECHNOLOGIES, INC.

(2015-08 - 2016-09)

• Resolved complex rider and driver concerns, exceeding KPI targets by 15%.
• Used internal data tools to validate trip and payment issues.
• Prepared daily performance and quality metrics for management review.

Sales and Administrative Supervisor - EQUITY MACHINERIES, INC.

(2013-06 - 2015-08)

• Managed sales operations, improving client engagement by 12%.
• Handled lead qualification, product demonstrations, and follow-ups.
• Prepared sales forecasts, reports, and inventory monitoring to support strategic planning.

Bachelor of Science in Business Administration - Marketing Management (2009 - 2013)