Hisham Mansor
Singapore
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Overview
34
34
years of professional experience
Work History
Operation & Customer Services Manager
ECS Globe Air Cargo Pte Ltd
10.2016 - 01.2026
- Championed new teams for Jetstar Asia Cargo (3K), Etihad Cargo (EY) and Royal Brunei Cargo (BI).
- Managed daily operations to ensure efficient cargo handling and delivery processes in the Southeast Asian region.
- Proficiency in Cargo Vision / I-Cargo / CargoSpot for the booking and planning of cargo as well as Microsoft Office Suite.
- Coordinated with cross-functional teams to optimize customer service and improve client satisfaction.
- Managed the integration of digital cargo management systems to enhance tracking accuracy and reduce manual errors in Southeast Asia operations.
- Conducted regular audits of cargo documentation and compliance protocols to maintain adherence to industry standards and regulations in Southeast Asia.
- Monitored performance metrics and prepared reports for senior management to support decision-making in cargo operations.
- Collaborated with logistics partners and vendors to enhance cargo tracking and improve delivery accuracy across Southeast Asia.
- Developed contingency plans to manage cargo disruptions during peak periods, ensuring minimal impact on customer service levels.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Led continuous improvement initiatives to enhance operational workflows, resulting in increased efficiency and customer satisfaction.
- Led customer service team in resolving complex issues and enhancing client satisfaction.
- Took ownership of customer issues and followed problems through to resolution.
Customer Services Executive
Qantas Airways Cargo
10.2014 - 10.2016
- Coordinated closely with logistics and operations teams to ensure timely and accurate delivery of cargo to customers.
- Collaborated with the cargo operations team to monitor shipment statuses and proactively inform customers of delays or updates.
- Facilitated effective communication between customers and cargo teams to resolve complex shipment issues and improve customer satisfaction.
- Supported the implementation of cargo service policies to ensure compliance with regulatory requirements across Southeast Asia.
- Managed cargo reservations and flight planning for both wide-body and narrow-body flights on a daily basis.
- Prepared the weekly compiled Load Factor Report for submission to the Qantas Regional Office.
Senior Customer Service Agent
Qantas Airways
02.1992 - 03.2013
- Mentored junior customer service staff to maintain service quality and operational standards - Acting Customer service Coordinator
- Earned multiple recognition awards for outstanding performance in achieving client satisfaction scores.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Coordinated with cross-functional teams and improve overall client satisfaction.
- Managed the Service Desk with ticketing issues and flight reservations.
- Collaborated with flight crew to optimize flight planning, weight and balance for multiple flights per duty.
- Managed VIPs escort, passengers on flight disruptions and tight connections and baggage mishandling.
Education
O Levels -
Telok Kurau Secondary School
Singapore12.1987
Skills
- Cargo Operations Management
- Customer Service Excellence
- Cargo Booking Systems
- Microsoft Office Proficiency
- Sense of Urgency in Tasks
- Ability to Work Independently
- Excellent time management skills
- Possess Positive Attitude and Always Willing to Learn
Languages
English
Malay
Indonesian
Timeline
Operation & Customer Services Manager
ECS Globe Air Cargo Pte Ltd
10.2016 - 01.2026
Customer Services Executive
Qantas Airways Cargo
10.2014 - 10.2016
Senior Customer Service Agent
Qantas Airways
02.1992 - 03.2013
O Levels -
Telok Kurau Secondary School
References
- Tony Chao, Air Planners, Singapore, Singapore, +65 9854 6582
- Francios Pariseau, East West Consulting Singapore & East West Cargo Indonesia - HEC Montreal, Singapore, Singapore, +65 9867 3327
Personal Information
- Date of Birth: May 19, 1969
- Gender: Male
- Nationality: Singaporean
Interests
- Traveling
- Swimming
- Cycling