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Relocation is one of life’s biggest (and most complex) transitions, and as the first point of contact when things don’t go as planned, our counselors do more than manage logistics—they provide reassurance in the moments that matter. Whether it’s finding a last-minute solution when Rusty the cat doesn’t pass his veterinary inspection before a flight or helping a family navigate an unexpected shipping delay, they bring quick thinking, compassion, and unwavering support.

Mobility isn’t for the faint-hearted, and we’re incredibly proud of the people who make work happen every day.

This week, I received feedback on our California-based workforce mobility counselor, Desiree Campanale, and the story behind the comment so beautifully spoke to the heart that makes work happen for the thousands of mobile employees that we support each year.

Ruhi: Desiree, can you share the background story behind this incredible feedback?  

Desiree: This household goods move was the first time I’ve ever had to navigate anything like this. With the war breaking out between Israel and Palestine, this employee’s shipment didn’t leave the dock for five months. Most frustrating was that, despite the long delay, his goods didn’t have far to go; from Qatar to Jordan by land. His wife and children were in Jordan at his elderly father’s house where the shipment was slated to arrive; they would need to stay there until it arrived to help with receiving it.

All the while, the employee was in Nevada, strained with worry over his family’s safety and eager to get them safely to the US. Israel is just south of Jordan, and it was complete chaos, intensifying by the day. But without the shipment, they were stuck in place.

I worked closely with the employee as he knew everything about his country, including the Holiday shutdown period, different paths via land, and alternate ports that could be accessed in and out of the country. He was more informative than the Origin Agent, and for that, I was grateful. In times of civil unrest like these, the conventional routes just aren’t accessible, so you have no choice but to get creative.

We maintained daily communication via WhatsApp, email, and virtual meetings, trying everything we could to get the shipment on the road. He would make calls to NAMA in Saudi Arabia, translating for me in his native tongue. We worked tirelessly, sometimes late at night, to accommodate the time difference. He was stressed beyond belief – understandably so – and all I could do was be there for him, listen attentively and empathetically, and assure him I’d keep doing all I could to support them.

We finally struck gold with a winning plan! We got the original Origin Agent back on board, and the employee flew back to Saudi Arabia to personally make sure NAMA didn’t drag its feet anymore. I coordinated with our HHG team to let them know what the plan was, and everyone jumped in where they could to push things along. A momentous team effort.

The shipment was successfully rerouted to Jeddah where we were able to move it along to within a week. The employee then flew to Jordan, grabbed his family, and headed back to the US. Our incredible DSP partners stepped in to assist with the delivery of the HHG to his father’s house once it finally arrived.

Under normal circumstances, his goods easily could have made the journey by land to Jordan in just a few days, but the start of the war created multiple roadblocks our way:    violence and looting were rampant, and land shipments were targeted by pirates. Our only option was to re-route across Saudi from Qatar to Jeddah, up the Red Sea to Aquba/Jordan (instead of all the way around Africa), traveling the last stretch by land. The fact that it arrived at all – crossing borders on the verge of war — is nothing short of a miracle.

In my 25-year career as a mobility counselor, this was one of the most challenging moves I ever managed. I was floored and incredibly touched to see his overwhelmingly positive feedback on his survey considering all that he endured.

Ruhi: How would you describe your general approach to service in driving positive outcomes in even the most challenging circumstances?

Desiree: I really strive to connect with every customer I support through their relocation. It’s important to me that they feel that I am invested in them and truly empathize with all – the good and bad — that goes along with relocating. Some people are excited. But others are leaving behind an entire life where they grew up and raised their kids…somewhere that has always been home. I always want them to feel safe in expressing how they are feeling through the relocation, and I strive to alleviate as much stress and confusion from their transition. I feel very fortunate to have called this my career for over 25 years, and this experience has proven invaluable in helping me anticipate challenges and proactively steer my customers in the right direction. Sometimes, despite our best efforts, there is no way around certain roadblocks, but I always do my best to help them understand the “why” behind it and the best way through it.

 

Stories like this don’t happen by accident: they’re the result of our people who, for the past 11 years, have outranked every other major RMC in earning the highest net satisfaction rating from relocating employees in Trippel’s annual survey.

To Desiree and the incredible front-line support teams across our organization: you change careers and lives, and we are grateful to Make Work Happen alongside you.