Summary
Overview
Work History
Education
Skills
Timeline
Generic

Edna Dj. Garcia

CLEARANCE OPERATIONS MANAGER
Kingsport,TN

Summary

I am an energetic professional with a strong track record in project setup and implementations across the APAC region. My robust analytical and communication skills, coupled with a pleasant demeanor, enable me to establish rapport with both internal teams and external customers effortlessly. As a committed team player and a self-motivated problem solver, I thrive in collaborative environments where my leadership abilities shine. My enthusiasm for embracing new work developments is matched by my keen learning agility. I am particularly adept at working well under pressure, demonstrating great flexibility and versatility in the face of new challenges and innovations. With an intricate attention to detail and an ability to adapt swiftly to changes and new responsibilities, I am always ready to contribute to the success of dynamic and forward-thinking organizations.

Overview

26
26
years of professional experience

Work History

Clearance Operations Manager

FedEx Express
04.2020 - Current
  • Managed and mentored 27 Clearance brokers to ensure 99% of declarations in Trade Net and ACCESS are following Singapore Customs and IRAS compliance.
  • Increase efficiency of 99.80% in terms of declaration compliance.
  • Chaired regular customer meeting with Sales Team to provide solutions to customers' pain points.
  • Participated in recruitment drives, hosted interviews for potential specialist Brokers & CDN.
  • Coordinated with third party vendors and overseas brokers to ensure compliance in declarations of shipments.
  • Orchestrated project planning for New Clearance System (which handles daily volume of over 20,000 packages) successfully with less than 0.01% mishandling rate.
  • Handle Projects for new clearance system partnership with GTS (Global Trade Service).
  • Spearheaded the certification of 2023 Trade FIRST (Trade Facilitation & Integrated Risk-based System) premium band with zero Non-Compliance.
  • One of the PSPB (People Service Profit) Culture Lead for Singapore.
  • Consistent Top 1 Performer on OTC & Trace Closure, Compliments for SEA.
  • Involve in Fedex Transition Network team to support FedexTNT integration to help employees through Change Management.
  • Continuously seeks to develop and improve the effectiveness and efficiency of the team by applying quality driven management (QDM) principles.
  • Manages department/location budget and takes appropriate actions to optimize costs and to remain within agreed parameters.
  • Builds effective networks relationships within own team and with key stakeholders across the business to achieve optimal business outcomes.
  • Maintains external alignments with customers, vendors, relevant subject matter experts (SMEs) or external bodies as required.
  • Represents company in external organizations as required.

Clearance Operations Team Leader

FedEx Express
04.2019 - 04.2020
  • Supports manager by taking supervisory responsibility for day-to-day coordination of team activities, planning and scheduling of resources, including rostering, to ensure department priorities are completed.
  • Ensuring that processes and procedures are completed promptly and consistently and that team activities are in line with company goals and regulatory requirements.
  • Handle escalated, complex or high impact customer issues as they arise.
  • Initiates and implements corrective action as required.
  • Performs or coordinates audits and reviews of existing processes or documentation to ensure appropriate standards and rules are applied.
  • Communicates targets and goals to the team.
  • Provides updated on progress towards goals for management and team.
  • Participates in regional projects within department including research and analysis, highlighting local implementation issues, and recommending solutions.
  • Ensures on-going compliance with defined FedEx processes and procedures, relevant legislation and external regulations, and predefined agreements.
  • Ensures required approvals are sought throughout processes.
  • May complete department level audit and notifies management of any non-compliance issues as they arise.
  • Works closely with team and key stakeholders to ensure accuracy of information and completion of processes to deadline.
  • Also includes contact with customers, vendors, or employees, to investigate or resolve escalated issues as required.

Jump Queue

FedEx Express
04.2014 - 04.2019
  • Coordinate and conduct frontline and on-the-job training.
  • Liaise with multiple departments for AOG (Life & Death) shipment Request.
  • Built positive team spirit and competitive work environment.
  • Provide direction, guidance, and assistance to the team.
  • Mentor new hires to ensure service level and quality to meet departmental and business objectives.
  • Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards.
  • Investigates and resolves problems or exception situations.
  • Prepares reports as required.
  • Ensures accuracy of own and others' data and complete checks of system to ensure data integrity is maintained.
  • Handle escalated or more complex issues.
  • Managing team performance and progress.
  • Performs other related duty and provide contingency cover.

Senior CDN

FedEx Express
07.2011 - 03.2014
  • Open/update/assign/close traces.
  • Monitor trace for shipments held by customs until they are cleared and released for delivery.
  • Coordinate / Update with customers on missing/incorrect documentation and information.
  • Organize return/destruction of shipments at customers' requests.
  • Act as liaison between customs broker, shipper/recipient, origin regulatory agencies and destination to obtain necessary customs documentation.
  • Prepare reports to expedite customs clearance service to commitments. meet delivery.
  • Act as a customer interface; respond to customer enquiries, notify customers on delivery delays due to customs, advise customers on correct custom documentation.
  • Comply with all operational policies, procedures, and processes as well as regulatory requirements to ensure continuous improvements on customs clearance process.

Customer Relations Representative

FedEx Express
11.2007 - 03.2011
  • Meeting customer requirements by doing the right things right the first time.
  • Ensures timely, effective responses to customer inquiries.
  • Provide courteous and professional responses to routine customer telephone call regarding FedEx services and solutions.
  • Actions customer requests whilst supporting and promoting company objectives and complying with legal requirements.
  • Processes calls in accordance with FedEx and legal requirements.
  • Provides basic advice and information to external customers regarding specific aspects of FedEx services, shipping solutions and requirements.
  • Identifies and develops potential revenue opportunities from inbound customer calls.
  • Resolves customer complaints arising from telephone calls.
  • Supports continuous service improvements and total customer satisfaction by enhancing current competencies and implementing new processes and procedures.
  • Achieves individual, team and service level goals by performing all activities in accordance with defined standards for performance and conduct.

Customer Financial Services

FedEx Express
07.2006 - 10.2007
  • Invoicing Process.
  • Productivity Analysis and Reporting.
  • Customer Management.
  • Other duties.
  • Billing for Duties and Taxes, BEA Location.
  • Prepare monthly audit report for Turkey.
  • Weekly update of illegible reports generated from IOER Reporting System.
  • Proactively attends and responds to client's request with full courtesy.
  • Performs other duties at similar level of skill and complexity that may be assigned by the immediate superior.

Senior Billing Specialist

Federal Express
10.1999 - 03.2006
  • Supervise preparation of invoices for IP, domestics, and local processing billing.
  • Ensures that all generated billings contain documentation and on time dispatch.
  • Recommends actions to improve current process.
  • Investigate all returned billings or dispute then forward to Credit and Collection Section.
  • Check and monitor billing of all clients with special billing arrangement.
  • Proactively attends and responds to client's request with full courtesy.
  • Performs and/or implement quality system and ISO related activities.

Education

Bachelor of Science - Management

Mondriaan Aura College
04.2001 -

Skills

  • ANALYTICAL AND COMMUNICATION SKILLS

  • DECISION MAKING: THE FUNDAMENTALS

  • COMPETENCY

  • ADVANCED MANAGEMENT SKILLS

  • ABLE PROBLEM SOLVING

  • TRAINING

  • COMPLIANCE AND REGULATORY KNOWLEDGE

  • PROCESS IMPROVEMENT

  • CHANGE MANAGEMENT

  • CUSTOMER SERVICE

  • PROJECT SETUP AND IMPLEMENTATIONS IN APAC

  • LEADERSHIP

  • TEAM PLAYER

  • ANALYTICAL AND COMMUNICATION SKILLS

Timeline

Clearance Operations Manager

FedEx Express
04.2020 - Current

Clearance Operations Team Leader

FedEx Express
04.2019 - 04.2020

Jump Queue

FedEx Express
04.2014 - 04.2019

Senior CDN

FedEx Express
07.2011 - 03.2014

Customer Relations Representative

FedEx Express
11.2007 - 03.2011

Customer Financial Services

FedEx Express
07.2006 - 10.2007

Bachelor of Science - Management

Mondriaan Aura College
04.2001 -

Senior Billing Specialist

Federal Express
10.1999 - 03.2006

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Edna Dj. GarciaCLEARANCE OPERATIONS MANAGER