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title: "Portfolio & Case Studies · Aljen Joyce Paglinawan"
description: "Logistics and customer service case studies by Aljen Joyce Paglinawan: delivery exceptions, courier claims, peak-season tickets and returns."
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> Index of every page on this site: [llms.txt](https://aljen.bynery.app/llms.txt)

# **Case studies from the field**

Real situations from my logistics and customer service work: the problem, what I did, and the measurable result.

## All case studies

Exception tracker

Logistics

### [A Daily Tracker for Parcels That Stopped Moving](https://aljen.bynery.app/portfolio/daily-delivery-exception-tracker)

One shared sheet for every parcel with no scan, a failed delivery or a return to sender, so problems were caught before customers called.

**Read case study **

Peak season inbox

Customer Service

### [Keeping Up With Tickets During Black Friday and Boxing Day](https://aljen.bynery.app/portfolio/peak-season-ticket-backlog)

Sorting, tagging and ready-made replies that helped the team answer a peak-season inbox quickly, without losing the personal touch.

**Read case study **

Courier tracker

Logistics

### [Tracking Courier Performance to Spot Problem Areas](https://aljen.bynery.app/portfolio/courier-performance-tracker)

A simple spreadsheet comparing late, lost and damaged parcels by courier and region, used when following up with couriers.

**Read case study **

Returns workflow

Process Improvement

### [Making Returns and Warranty Claims Easier to Follow](https://aljen.bynery.app/portfolio/returns-and-warranty-workflow)

A step-by-step guide and status log for returns, faulty items and warranty claims, so every case was handled the same way.

**Read case study **

Reply templates

Customer Service

### [Reply Templates That Still Sound Human](https://aljen.bynery.app/portfolio/customer-reply-templates)

A library of ready-made replies for the most common questions, written to be friendly, clear and easy to personalise.

**Read case study **

Courier claims

Process Improvement

### [Organising Courier Claims for Lost and Damaged Parcels](https://aljen.bynery.app/portfolio/courier-damage-claims)

A claims log with photos, dates and status for every lost or damaged parcel, so no claim was forgotten.

**Read case study **

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```

## Sitemap

See the full [sitemap](https://aljen.bynery.app/sitemap.md) for all pages.