Su W
@suw
Export Customer Service Executive optimizing shipping accuracy and customer satisfaction through data-driven improvements.
What I'm looking for
I’m an Export Customer Service Executive with over 5 years of experience improving customer engagement, loyalty, and satisfaction through tailored solutions. I consistently use customer feedback and shipment insights to build practical improvement strategies that support business growth.
In my current role, I prepare shipping documentation and perform audits per vessel/voyage to ensure issued documents are accurate and comply with international regulations. I develop and implement export logistics plans, coordinate training for customer service personnel, and lead track-and-trace efforts so shipping documents and customs information are delivered within agreed timeframes.
I’ve delivered measurable results, including a 15% reduction in shipping costs through improved carrier selection, a 25% average reduction in delivery time, and a 20% increase in on-time delivery. I also reduced shipment invoicing lead time by 50%, strengthening revenue collection, and expanded my portfolio by effectively managing principals’ requests and customer concerns.
Experience
Work history, roles, and key accomplishments
Export Customer Service Exec
Diamond Shipping Services Ltd
Jun 2018 - Present (8 years)
Managed export customer service and ensured shipping documentation quality and compliance with international regulations. Improved operations by reducing shipping costs 15%, delivery time 25%, and invoicing lead time 50%, while increasing on-time delivery by 20%.
Office Manager
East Africa Online Transport Agency
Aug 2014 - Aug 2017 (3 years)
Led office administration, employee relations, payroll processing, and client/customer support. Implemented HR and accounting systems that improved company efficiency by 70% and supported client onboarding and platform use for cargo booking and freight quotes.
Sales Assistant
Bata Shoe Company
Feb 2014 - Jun 2014 (4 months)
Provided in-store customer service including product selection, sales, packaging, and stock upkeep. Reorganized product stocking to reduce shelf stocking time by 30% and increased sales by 66% over 4 months while meeting monthly targets for four consecutive months.
Field Assistant
Innovations for Poverty Action (IPA/KEMRI)
Feb 2012 - Apr 2012 (2 months)
Conducted educational assessments in local primary schools to support research on how malaria infections affect pupils’ literacy and numeracy performance. Collected clean, organized data under harsh field conditions and supported interviews with children while working effectively in a team.
Education
Degrees, certifications, and relevant coursework
Institute of Chartered Shipbrokers
Professional Qualifying Examinations, Shipping Business
2016 - 2018
Activities and societies: Economics of Sea Transport; Legal Principles in Shipping Business; Logistics and Multi-modal Transport; Shipping Business.
Completed Professional Qualifying Examinations covering core areas of shipping economics, law, and logistics. Focused on Shipping Business modules including multi-modal transport topics.
Institute of Chartered Shipbrokers
Advanced Diploma, Port Agency
Activities and societies: Port Agency; Shipping Business.
Completed an Advanced Diploma program in port-focused shipping subjects. Trained on Port Agency concepts within Shipping Business context.
Institute of Chartered Shipbrokers
Foundation Diploma, Shipping Business
Activities and societies: Introduction to Shipping; Liner Trades. Noted as 'Best Student East Africa' in the provided record.
Completed a Foundation Diploma covering introductory shipping and liner trade concepts. Included course work on liner trades and introduction to shipping topics.
University of Nairobi
Diploma, Business Management
2012 - 2013
Earned a Diploma in Business Management with credit work. Built foundational business management knowledge during the program.
Availability
Location
Authorized to work in
Job categories
Skills
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