Zetoon Shah

I am a logistics and freight forwarding professional with over 15 years of experience across customer operations, ocean and air freight, FCL and LCL shipments, pricing, shipment coordination, and key account management. Throughout my career, I have worked across the full logistics lifecycle, from quotation and booking through documentation, customs clearance, delivery, issue resolution, and post-shipment customer support.

In my current role as a Customer Service Team Leader, I lead and mentor teams while overseeing customer accounts and coordinating closely with operations, commercial teams, shipping lines, agents, and other logistics stakeholders. I manage high-volume customer interactions and complex shipment requirements, with a strong focus on service quality, operational efficiency, and timely resolution.

My previous experience includes senior pricing and customer service roles within freight forwarding, where I have prepared high volumes of quotations, managed container movements, supported international customers, and handled time-sensitive and complex logistics requirements. I have experience working with FCL, LCL, air freight, customs processes, documentation, detention matters, shipment exceptions, and end-to-end customer coordination.

Some of my key achievements include improving first-contact resolution by 30%, maintaining customer satisfaction above 95%, reducing handling time by 20%, and contributing to a 25% increase in repeat business. I have also managed substantial quotation volumes and container activity while maintaining service-level expectations and operational accuracy.

I am particularly interested in opportunities within logistics operations, freight forwarding, supply chain, pricing, customer experience, key account management, and logistics coordination. I enjoy solving complex operational problems, improving processes, working with international customers, and using technology and data to make logistics operations more efficient.

I am also interested in remote and internationally focused roles where I can apply my logistics expertise while continuing to develop my skills in data, technology, process improvement, and AI-enabled business solutions. I am motivated by roles where I can combine operational knowledge, leadership, commercial awareness, and strong customer relationships to deliver measurable results.