Nick Jacob Cruz

To obtain a position of responsibilities that can utilize and use my skills and experience and keen to work in an environment where I can enrich and share my knowledge.

Command Center Supervisor - Xpress Super App - PARA Mobility and Logistics Ventures Holdings Inc.

(2026-02)

• Ensure ≥90% of assigned drivers meet daily revenue targets (₱2,500/shift) by monitoring dispatch efficiency and ride fulfillment.
• Enforce ≥90% zone adherence compliance to maximize density and minimize idle/deadhead time.
• Create plans and strategies to improve or maintain the revenue performance of each driver.
• Provide real-time route support via GPS/apps to reduce delays and optimize trips.
• Respond to emergencies (accidents, breakdowns, passenger incidents) and coordinate with ERT for resolution.
• Monitor driver attendance and shift performance; take corrective actions as needed.
• Oversee smooth and timely dispatch of ride requests through manual or app-based systems.
• Maintain ≥90% first-contact resolution rate for driver and passenger concerns escalated during shift.
• Coach drivers on app usage, payment systems, and compliance with TNVS/taxi regulations.
• Ensure ≥98% accuracy in refunds and fare adjustments through proper case handling and documentation.
• Enforce compliance with regulatory requirements (vehicle registration, insurance, licensing).
• Maintain logs and trackers of driver concerns, cancellations, and performance data for reporting.
• Submit shift reports on KPIs (revenue, zone, service, inspection compliance) to the Head of Operations.
• Lead and coordinate Operations Specialists, Xpress Support, Utility Crew, and ERT within your shift.
• Cascade company policies, new procedures, and system updates to the shift team and drivers.
• Provide coaching, feedback, and corrective actions for performance issues.
• Support training initiatives on safety, customer service, and system use.

Site Supervisor - WCPH Corporation (World Coin Philippines)

(2025-09 - 2026-02)

• Generate Daily and Weekly Reports to Area Manager
• Manage opening to closing operation of the site.
• Educate, train and coach all the site personnel the process flow of the site especially for newly hired employees.
• Lead and supervise daily operations on the site floor to ensure smooth and efficient flow of process.
• Workforce scheduling, task delegation, and performance evaluations.
• Checking and sending of reverse billing to the agency partners of the company.
• Support the Site Manager in achieving and surpassing site verification targets and KPIs.
• Analyze verification reports to identify trends, growth opportunities, and underperforming categories.
• Handle customer inquiries and complaints with professionalism, ensuring positive service recovery.
• Lead and motivate store personnel to achieve targets and uphold company values.
• Maintain site cleanliness, orderliness, and compliance with safety standards.
• Supervise inventory management such as receiving, stocking, auditing, and coordinating replenishment with the Admin Department.
• Conduct daily huddle with the team for company updates, performances, etc.

Station Head - Ninja Van Philippines

(2024-07 - 2025-08)

• Ensure that the hub meet the target Key Results Area of each hub such as but not limited to Cost Per Parcel, Pick-up / RTS success rates, and customer satisfaction.
• Monitors the performance of all the Assistant Station Heads / Officers and ensures that the hub is properly staffed during extended / weekend operations.
• Assist the Customer Support team with call-outs to resolve customer escalations.
• Implement process improvement initiatives and projects to enhance hub productivity and efficiency.
• Assist in day-to-day hub operations (both first and last mile activities), including parcel inbounding, sorting, rider dispatch, receiving in-transit parcels, and inventory management.
• Coaches, mentors, and monitors the performance of the members of the department
• Provide data reports & identify potential improvements to existing processes & improve the efficiency of your team.
• Processing request for payment of all hub expenses.

Hub Coordinator - Shopee Express Philippines

(2021-08 - 2023-12)

• Oversee and manage rider requirements, cargo dispatching, route planning, and reverse logistics
• Manage the day-to-day operations within the hub using the daily performance report, track record of high performance and team improvement.
• Continuously improve the key performance indicators (KPIs) of the staff on productivity, quality, service level, and stakeholder satisfaction.
• Manage customer servicing for assigned area
• Oversee and ensure that packages are delivered and or picked-up on time; furthermore, investigate, identify, and understand root causes of delivery failures with the goal of improvement
• Ensure all documents pertaining to logistics operations are accurate
• Ensure all riders cash remittance are reported accurately and deposited on time
• Ensure timely completion of payroll in reverse billing
• Prepare and submit daily, weekly, and monthly performance reports
• Process billing of trucking and agency partners
• Report and resolve all hub issues, incidents and conflicts (e.g. misrouting, package loss, etc.)
• Ensure training and onboarding of newly hired riders and dispatchers
• Organize hub workflow and ensure all employees understand their duties and delegated tasks
• Balance tasks delegated to team members to ensure they can function efficiently and effectively
• Monitor hub repairs and maintenance
• Ensure proper handling of packages such that they are transferred to ultimate customer in good condition
• And all other tasks and responsibilities that may be deemed necessary by management

Hub Supervisor - Entrego Express Corporation

(2018-10 - 2020-11)

• Conduct daily checks on total dispatch per rider per hub
• Monitor daily the exemption handling closure including the daily check on open orders and the loss prevention summary for lost packages at the hub
• Conduct daily check on last mile productivity tracker to monitor the performance of the CPP
• Regularly run the E2E dashboard and make sure hubs area compliance in sending hub inventory report
• Conduct daily check on DTD tracker to monitor hubs performance
• Conduct daily check on success rate and productivity report
• Conduct daily check on Standardized Performance Dashboard v3.0
• Conduct daily check on unreturned POD
• Regular check on delivered packages and follow up on the sending of PODs
• Conduct daily check on the Open orders dashboard v3.9 vs the actual inventory send by the hubs
• Conduct regular training in IR reporting

Acting Hub Manager - Entrego Express Corporation

(2020-12 - 2021-08)

• Conduct daily checks on total dispatch per rider per hub
• Monitor daily the exemption handling closure including the daily check on open orders and the loss prevention summary for lost packages at the hub
• Conduct daily check on last mile productivity tracker to monitor the performance of the CPP
• Regularly run the E2E dashboard and make sure hubs area compliance in sending hub inventory report
• Conduct daily check on DTD tracker to monitor hubs performance
• Conduct daily check on success rate and productivity report
• Conduct daily check on Standardized Performance Dashboard v3.0
• Conduct daily check on unreturned POD
• Regular check on delivered packages and follow up on the sending of PODs
• Conduct daily check on the Open orders dashboard v3.9 vs the actual inventory send by the hubs
• Conduct regular training in IR reporting
• Ensure training and onboarding of newly hired riders and dispatchers
• Organize hub workflow and ensure all employees understand their duties and delegated tasks
• Balance tasks delegated to team members to ensure they can function efficiently and effectively
• Monitor hub repairs and maintenance
• Ensure proper handling of packages such that they are transferred to ultimate customer in good condition
• And all other tasks and responsibilities that may be deemed necessary by management

Bachelor of Science - Computer Science - STI College Dasmariñas