MERCEDITA DIPUTADO

10 years with Schenker Philippines Inc. and worked as Customer Service Manager and Customs Clearance Manager.

• Resolved customer complaints in Customs Clearance issues in professional and timely manner.
• Met with customers to discuss service needs and offer available solutions.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Hired, trained and supervised team of service staff members to meet business goals.

• Boosted team morale, fostering a positive work culture that attracted top talent to the brokerage firm.
• Optimized resource allocation by conducting regular performance evaluations of brokers and reallocating workloads accordingly.
• Developed comprehensive training programs for continuous broker skill enhancement and knowledge acquisition.
• Spearheaded initiatives aimed at improving overall operational efficiency within the brokerage department.

• Provided top-notch customer service through attention to detail, quick response times, and expert advice on import/export matters.
• Collaborated with carriers, warehouse operators, and freight forwarders to expedite shipments and resolve issues.
• Lawfully cleared merchandise through customs per client and government requirements.
• Assisted clients in navigating complex trade agreements to minimize duties paid on imported goods.

• Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
• Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
• Boosted student performance by providing individualized support and targeted feedback.
• Initiated new learning methods, eliminating instructional gaps and improving comprehension.