Shima Perera
Customer Service Executive
Tanjong Bungah
Summary
Seasoned logistics professional with 27 years of comprehensive experience, including 10 years specializing in the air cargo industry. Proven expertise in shipment coordination, airline documentation, and customer service excellence. Adept at resolving complex logistics challenges, maintaining strong client relationships, and ensuring compliance with regulatory standards. Seeking to contribute deep industry knowledge and operational efficiency to a forward-thinking organization.
Overview
17
17
years of professional experience
3
3
Languages
Work History
Customer Service Executive
Pilot Cargo (M) Sdn Bhd
10.2019 - 06.2025
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Executive
SH Worldwide (M) Sdn Bhd
03.2018 - 06.2018
- Described product and service details to customers to provide information on benefits and advantages.
- Managed a high volume of inbound calls while maintaining a professional demeanor and ensuring the timely resolution of issues. Managed over 25 calls per day.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Customer Service Executive
Pilot Cargo (M) Sdn Bhd
03.2014 - 12.2017
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Customer Service
Hijauan Logistica Sdn Bhd
02.2013 - 03.2014
- Responded promptly to customer inquiries via phone and email, ensuring high levels of satisfaction.
- Coordinated with airlines and customer teams to track shipments and resolve booking issues effectively.
- Monitored shipment movement from departure to arrival, ensuring timely updates, and proactive issue resolution.
- Generated invoices for payment purposes, ensuring accuracy and timely billing.
- Resolved complaints and provided effective solutions, contributing to improved client retention.
- Assisted in preparing airline supporting documents, such as MAWB Acceptance Statements, Consignment Security Declarations, and other relevant paperwork, ensuring accuracy and compliance with regulatory requirements.
- Delivered exceptional customer service and supported positive brand experience.
- Promoted exceptional customer service by engaging clients on sales floor.
Import Supervisor cum Account Assistant
Pacific Worldwide Transport (M) Sdn. Bhd.
10.2011 - 01.2013
- Responded promptly to customer inquiries via phone and email, ensuring high levels of satisfaction.
- Coordinated with shipping lines and customer teams to track shipments and resolve import and container issues effectively.
- Monitored shipment movement from the point of origin to arrival, ensuring timely updates and proactive issue resolution.
- Generated invoices for payment purposes, ensuring accuracy and timely billing.
- Resolved complaints and provided effective solutions, contributing to improved client retention.
- Assisted in preparing shipping supporting documents, such as the manifest, notice of arrival (NOA), and other relevant paperwork, ensuring accuracy and compliance with regulatory requirements.
- Established, supervised and continuously improved import process flows in conformance with rules, procedures, and company policy.
- Responded to customs, customer and internal requests and notices about classification, duty rates and documentation requirements to support import regulations.
Customer Service
XFA Global Forwarding Sdn Bhd.
06.2011 - 08.2011
- Responded promptly to customer inquiries via phone and email, ensuring high levels of satisfaction.
- Coordinated with airlines and customer teams to track shipments and resolve booking issues effectively.
- Monitored shipment movement from departure to arrival, ensuring timely updates, and proactive issue resolution.
- Generated invoices for payment purposes, ensuring accuracy and timely billing.
- Resolved complaints and provided effective solutions, contributing to improved client retention.
- Assisted in preparing airline support documents, such as MAWB Acceptance Statements, Consignment Security Declarations, and other relevant paperwork, ensuring accuracy and compliance with regulatory requirements.
- Provided exceptional customer service through timely deliveries and professional communication.
- Implemented new quality assurance and customer service standards.
- Delivered exceptional customer service and supported positive brand experience.
- Promoted exceptional customer service by engaging clients on sales floor.
Office Assistant
Kim Construction Sdn Bhd.
01.2011 - 06.2011
- Assisted in preparing office support for answering telephone calls, replenishing office stationery and pantry supplies, and other relevant paperwork, ensuring accuracy and compliance with regulatory requirements.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
Junior Customer Service
Acucare Systems (M) Sdn Bhd
09.2008 - 03.2010
- Responded promptly to customer inquiries via phone and email, ensuring high levels of satisfaction.
- Coordinated with suppliers and customer teams to process purchasing orders and resolve delivery issues effectively.
- Monitored equipment maintenance in hospitals and other medical health facilities.
- Generated invoices for payment purposes, ensuring accuracy and timely billing.
- Resolved complaints and provided effective solutions, contributing to improved client retention.
- Assisted in processing purchase orders, delivery, and other relevant paperwork, ensuring accuracy and compliance with regulatory requirements.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Education
Professional Diploma - Logistics and Supply Chain Management
Universiti Sains Malaysia
Sungai Dua, Penang, Malaysia03.2024
Sijil Pelajaran Malaysia (SPM) - Public School
Sekolah Menengah Padang Polo
George Town, Penang, Malaysia12.1996
Ujian Penilaian Sekolah Rendah (UPSR) - Public School
S.R.J.K. (C) Kong Min Pusat
Ayer Itam, Penang, Malaysia11.1990
Skills
Customer Relationship Management (CRM)
Shipment Tracking & Coordination
Airline Documentation (MAWB, CSD, etc)
Invoice Generation & Billing
Problem Solving & Complaint Resolution
Communication & Email Correspondence
Time Management & Multitasking
Microsoft Office Suite (Word, Excel, Outlook)
Logistics & Supply Chain Knowledge
Attention to Detail
Timeline
Customer Service Executive
Pilot Cargo (M) Sdn Bhd
10.2019 - 06.2025
Customer Service Executive
SH Worldwide (M) Sdn Bhd
03.2018 - 06.2018
Customer Service Executive
Pilot Cargo (M) Sdn Bhd
03.2014 - 12.2017
Customer Service
Hijauan Logistica Sdn Bhd
02.2013 - 03.2014
Import Supervisor cum Account Assistant
Pacific Worldwide Transport (M) Sdn. Bhd.
10.2011 - 01.2013
Customer Service
XFA Global Forwarding Sdn Bhd.
06.2011 - 08.2011
Office Assistant
Kim Construction Sdn Bhd.
01.2011 - 06.2011
Junior Customer Service
Acucare Systems (M) Sdn Bhd
09.2008 - 03.2010
Professional Diploma - Logistics and Supply Chain Management
Universiti Sains Malaysia
Sijil Pelajaran Malaysia (SPM) - Public School
Sekolah Menengah Padang Polo
Ujian Penilaian Sekolah Rendah (UPSR) - Public School
S.R.J.K. (C) Kong Min Pusat