Open to opportunities

Zetoon Shah

@zetoonshah

Message

Customer Service Team Leader with 15+ years owning client lifecycles and operational delivery.

Kenya

Message

What I'm looking for

I’m looking for a fast-paced role where I can lead customer service and operational support, own client lifecycles, improve processes, and partner with stakeholders to deliver accurate, compliant outcomes.

I’m a detail-oriented operations and customer service professional with 15+ years of experience managing accounts, coordinating complex logistics, and supporting cross-functional teams in fast-paced international environments. I own the full client lifecycle—from quotation and conversion through job closure, invoicing, and payment follow-up—while keeping documentation accurate and compliant.

As a Customer Service Team Leader, I lead a five-member customer service team and maintain service quality across all trade lanes. I serve as the primary point of contact for importers, exporters, and partner agents, coordinating with operations and overseas agents to monitor shipments, resolve exceptions, and keep clients informed. I also drive cash flow through proactive payment follow-up and maintain CRM records and trackers for senior management visibility and reporting.

Previously, I worked as a Senior Pricing Analyst, where I supported systematic data collection, validation, and reporting to produce detailed quotations and weekly/monthly analytics for planning and performance review. Earlier roles strengthened my end-to-end operational discipline, including high-volume customer case handling, import/export documentation and confidentiality, customs coordination, and administrative support for smooth office operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Leader

Current

ECU Worldwide Kenya Limited

Mar 2023 - Present (3 years 4 months)

Led a five-member customer service team and oversaw day-to-day workload and performance to maintain service quality across trade lanes. Owned end-to-end client lifecycle (quotation through job closure), managed key accounts, and maintained CRM records and shipment trackers.

Customer Service Leadership Team Oversight Account Management Client Lifecycle (Quotation To Job Closure)Key Account Management Shipment Query Resolution CRM Payment Follow Up Invoicing Operational Reporting

Senior Pricing Analyst

Freight Forwarders Kenya Ltd (FFK)

Feb 2021 - Mar 2023 (2 years 1 month)

Provided administrative and analytical support for pricing, including data collection/validation and preparation of detailed quotations. Maintained operational trackers and databases, supported Finance/Sales/Operations information flow, and produced weekly and monthly analytical reports.

Pricing Analysis Data Validation Operational Trackers Databases Reporting Cross functional Coordination Process Improvement

Customer Service Executive

DSV Panalpina

Sep 2017 - May 2020 (2 years 8 months)

Coordinated import and export operations for 100+ shipments per month, ensuring accurate documentation and on-time delivery. Managed high-volume client communications and coordinated with regional and international teams to support seamless service across time zones.

Import Export Coordination Client Communication Record keeping

Customer Service Officer

Air Connection Ltd

Jun 2012 - Aug 2017 (5 years 2 months)

Managed high-volume client cases for import operations, ensuring documentation accuracy, timely follow-up, and regulatory compliance. Acted as the primary client point of contact and coordinated with customs authorities, carriers, and vendors to resolve delays and time-sensitive issues.

Regulatory Compliance Customs Documentation Confidentiality

Procurement and Logistics Officer

Impala Downtown Ltd

Feb 2009 - Jun 2012 (3 years 4 months)

Provided administrative and operational support for procurement and logistics, including vendor coordination, documentation, and delivery tracking. Maintained procurement records and contracts, supported planning and reporting, and monitored inventory and replenishment data while ensuring compliance with procedures and controls.

Procurement Support Vendor coordination Logistics Coordination Documentation Control Replenishment Planning Regulatory Compliance

Administrative Assistant

Impala Downtown Ltd

Nov 2008 - Feb 2009 (3 months)

Provided administrative support by scheduling meetings, managing calendars, and coordinating travel arrangements. Drafted, proofread, and formatted official correspondence and documents while maintaining organised filing systems and confidentiality of sensitive information.

Meeting Coordination Travel Coordination Administrative Support Drafting Of Correspondence Proofreading document preparation Confidentiality