A day in the office for Denzen Joy Madrona, a clearance support representative for a multinational logistics provider, involves a lot of paperwork.
She handles customs clearance of personal shipments, where she prepares the documents for review of the Bureau of Customs.
But during the first three weeks of the government-imposed quarantine, work was much more difficult, especially since they were operating with a skeleton workforce.
With the rise in need for medical equipment, protective gear, and other essentials, her workload increased as more COVID-19 related shipments entered the FedEx network.
But she upheld, and still does, the Purple Promise, which is a global commitment that unites all FedEx team members across regions, roles, and companies.
Taking the extra mile to deliver packages with bravery and determination under unfavorable situations and weather conditions is not uncommon for FedEx team members. But to maintain and operate vital global trade networks amid a worldwide pandemic is a first for the logistics company.
But the ability to help makes the work worth doing.
One of the packages Madrona processed during the Luzon enhanced community quarantine saved a customer’s life. She processed a shipment from the United States to the shipper’s wife in the Philippines who was in dire need of help.
The shipper emailed the Philippine team stressing the urgency of the situation, sharing that his wife, who was stranded in the country due to ECQ, had lost her wallet and had no way to pay for food. The hotel where she was staying had run out of food earlier that week.
It was critical for the package, which contained the shipper’s credit card, to reach his wife immediately.
Madrona made it her mission to overcome all the challenges that came with logistics operations during the ECQ when clearance process took an average of five days.
Her determination to see the package promptly delivered did not go unnoticed.
The shipper sent an email to FedEx management detailing the situation and the big role Madrona played.
He shared, “In spite of the early days of a global crisis in which most entities were dazed and incapacitated and, in spite of a skeletal customs clearance staff in the Philippines...they were still able to deliver the package—that probably saved my wife’s life—on foreign soil more than halfway around the world.”
This appreciation strengthened Madrona’s commitment to the Purple Promise.
“It was another regular day in operations for me. I did not expect that our work would have such a huge impact on our customers. It made me realize how much I love what I do,” she enthused.
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