Open to opportunities

Su W

@suw

Export Customer Service Executive optimizing shipping accuracy and customer satisfaction through data-driven improvements.

Kenya

Message

What I'm looking for

I’m looking for a role where I can use customer feedback and shipment data to improve export processes, accuracy, and delivery performance—while building strong customer experiences through clear documentation, coaching, and continuous operational improvements.

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

Current

Export Customer Service Exec

Current

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%.

Shipping Documentation Freight forwarding Logistics Planning Track And Trace Customer Feedback Analysis Customs Information Handling International Compliance

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.

Office Administration Employee Relations Payroll Processing SOP Management Customer Relations Platform Onboarding (Cargo Bookings)Meeting Coordination

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.

Customer Service Sales Support Retail Merchandising Stock Management Packaging Marketing Coordination

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.

Field Data Collection Child Interviewing Assessments Literacy And Numeracy Support Data Quality Management Survey Administration Team Coordination Handling Field Constraints

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.