Theodore Cheng
London
Summary
Experienced in account management roles and experience in logistics industry. Proven ability to manage and grow customer relationships, identify new business opportunities, and streamline operations. Excels at collaborating with cross-functional teams to deliver results.
Overview
12
12
years of professional experience
Work History
Account Support Manager
Expeditors
London, UK
10.2025 - Current
- Managed responsibilities for IBM account, ensuring client satisfaction and alignment with service expectations
- Facilitated performance call with IBM to analyse outcomes and address areas for improvement
- Performance analysis and holding a performance call with IBM
- Month-End call with IBM
- Conducted reporting analysis, maintaining data integrity and proactively monitoring for discrepancies
- Provided support to GAM team
Air Import Team Lead
Expeditors
London
09.2024 - 09.2025
- Led team of 4 to achieve operational goals
- Developed customer relationships for Eaton to drive engagement
- Compiled accounting reports for BNP, ensuring accuracy of vendor invoices and AJAX transactions
Air Import Customer Service
Expeditors
London
08.2022 - 08.2024
- Oversaw air import operations, managing customer service and shipment processes
- Coordinated customer calls and meetings for brands including Alexander Wang and Honor, addressing inquiries and providing tailored support.
- Led department OPA, conducting data analysis to drive operational improvements
Local Account Manager
Expeditors
Hong Kong
01.2022 - 07.2022
- Handled customers in different business nature, both hi-tech and retail.
- Managed accounts to retain existing relationships and grow share of business.
- Developed strategies for assigned accounts based on market conditions, competitor activities, and customer needs.
- Negotiated contracts with customers as well as renewals with existing customers including pricing terms and conditions.
- Assisted in developing proposals for new business opportunities by providing information regarding current capabilities and limitations within the organization.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Account assigned: Claire's, Epson, Oracle (Top 3 revenue account in HKG)
Account Support (In-House)
Expeditors
Hong Kong
11.2018 - 12.2021
- Worked with customers to understand needs and provide excellent service.
- Actively listened to customers, handled concerns quickly and escalated major issues to account manager.
- Handled calls and mails to address customer inquiries and concerns.
- Prepared variety of different communications, reports and documents.
- Analyzed data to identify opportunities for improvement.
- Account assigned: Nvidia
Agent - Customs Brokerage
Expeditors
Hong Kong
11.2014 - 10.2018
- Prepared import and export declarations, ensuring compliance with regulations and timely delivery to customers.
- Verified and prepared strategic licences, aligning with government regulations to facilitate smooth customs processes.
- Delivered declaration forms and licences to customers, adhering to specific timeframes to enhance client satisfaction.
- Documented security transactions to create a database of clients.
Education
Bachelor of Arts (Hons) - Business Studies: Logistics
University of Greenwich
01-2017
Professional Diploma - Logistics And Import-Export Management
Hong Kong Management Association
Hong Kong01-2016
Skills
- SAP
- Excel
- Power BI
- Supply Chain
- Freight
- Order Management
- Data interpretation
- Problem Solving
- Critical Thinking
- Communication
- Teamwork
- Leadership
- PowerPoint
Accomplishments
- Excellent Award: Good Distribution Practice, 2025
- On the Spot Award: Attitude and Commitment, 2019
- On the Spot Award: Sense of Urgency, 2020
- On the Spot Award: Understanding our Customer Expectation, 2022
- On the Spot Award: Excellence in our Operations Performance, 2022
- On the Spot Award: Exceptional Customer Service at All Levels, 2025
- On the Spot Award: Attitude and Commitment, 2026
- Appreciation: You Rock (from GAM), 2022
- Appreciation: Thank You (from AM), 2025
- Appreciation: Thank You (from DBOM), 2025
Timeline
Account Support Manager
Expeditors
10.2025 - Current
Air Import Team Lead
Expeditors
09.2024 - 09.2025
Air Import Customer Service
Expeditors
08.2022 - 08.2024
Local Account Manager
Expeditors
01.2022 - 07.2022
Account Support (In-House)
Expeditors
11.2018 - 12.2021
Agent - Customs Brokerage
Expeditors
11.2014 - 10.2018
Bachelor of Arts (Hons) - Business Studies: Logistics
University of Greenwich
Professional Diploma - Logistics And Import-Export Management
Hong Kong Management Association