Shameen Sharuden

Developed in-depth knowledge of Poly Cloud Connect Services, HP Anyware, SureClick Enterprise, Lifecycle Services (Care Packs, Post-Warranty Care Packs, Annuity), and Pexip Cloud Connect to articulate clear value propositions for clients across the Greater Asia Market. Built strong, trust-based relationships with enterprise clients by understanding their evolving IT and business priorities to drive renewal and retention success. Supported the creation and execution of strategic sales plans for existing accounts, focusing on high-value services such as cloud collaboration, security, remote access, and lifecycle management solutions. Maintained organized records of leads, renewal pipelines, customer engagements, and market research to ensure data accuracy and actionable insights. Took ownership of tracking sales performance metrics and applying data-driven analysis to enhance renewal rates, optimize upsell strategies, and identify cross-sell potential. Conducted structured channel meetings to drive timely renewal closure, promote upgrades to advanced service tiers, and uncover incremental revenue opportunities. Executed sales plans designed to exceed assigned quotas by leveraging solution-selling, value-based selling, and strong product knowledge across all service offerings. Ensured compliance with organizational policies, industry standards, and legal requirements throughout all sales engagements. Consistently enhanced sales capability through training in communication, enterprise selling, CRM utilization, and digital tools. Collaborated with cross-functional teams as an informed contributor, supporting project decisions with accurate analysis and market insights.

Manage a portfolio of Telstra business customers across the ANZ region, delivering end-to-end account management, customer success support, and post-sales engagement. Drive customer retention by conducting proactive check-ins, identifying churn indicators, and securing renewals while promoting upsell and cross-sell opportunities. Consult with SMB and enterprise clients on cloud migration, cybersecurity solutions, managed services, and modern workplace technologies. Execute the full inside sales cycle—lead qualification, discovery, solution recommendations, proposal preparation, negotiation, and closure. Promote Telstra’s cloud, cybersecurity, mobility, network, and collaboration solutions through data-driven outbound and inbound sales outreach. Partner with technical teams and service delivery to ensure seamless onboarding and optimize customer experience. Maintain accurate pipeline forecasting and account intelligence through Salesforce, ensuring high data quality. Achievement: Successfully reached and exceeded 100% of monthly sales quota for every month during tenure, consistently surpassing revenue, renewal, and customer engagement targets.

Manage territory growth through lead qualification, nurturing, conversion, pipeline creation, and closing revenue aligned with Unified Support and Cloud Support quotas. Engage directly with SMB, Corporate, and Enterprise customers to understand business priorities, uncover support needs, and position Microsoft’s Unified Support and Premier Support offerings. Drive pipeline generation through proactive prospecting, renewal management, and existing customer engagement. Present Microsoft Cloud value propositions across Azure, M365, and Security, aligning technical and business benefits to customer IT strategies. Conduct feasibility assessments, validate requirements, and prepare accurate pricing proposals for Unified Support and cloud services. Act as the primary technical and account contact for assigned customers, ensuring smooth collaboration across partner teams and internal Microsoft stakeholders. Secure new wins, maximize cross-sell/upsell, and consistently exceed monthly and quarterly sales targets. Stay current on Microsoft Cloud innovations to deliver high-quality, relevant advisory conversations.

Drive top-of-funnel sales activities for the UCC portfolio by sourcing, qualifying, and nurturing prospects across the SEA market, supporting hardware, software, and license renewal solutions. Act as a key front-line SDR, handling inbound calls, web inquiries, live chats, and executing strategic outbound prospecting to build a consistent pipeline of high-quality opportunities. Own the early-stage sales cycle by applying structured qualification frameworks (BANT / MEDDIC-lite), converting marketing-generated leads into sales-ready opportunities, and routing them to partners or country managers. Function as a junior Account Manager, nurturing assigned leads and existing customers, conducting regular follow-ups, and maintaining long-term relationship momentum to encourage renewals, upgrades, and cross-sell. Work closely with Microsoft and Zoom sales engineering teams to align certified UCC solutions, improve technical credibility, and enhance sales engagement quality. Execute targeted upsell and cross-sell motions across the installed base, proactively identifying customer expansion opportunities and increasing recurring revenue from licenses and UCC endpoints. Manage account pipelines by tracking funnel stages, forecasting conversion rates, and achieving SDR KPIs around outreach, meetings booked, opportunity creation, and pipeline value. Collaborate with sales and partner teams by updating opportunity progress, providing insights on customer needs, and reporting performance of marketing and sales campaigns. Re-activate dormant or aging accounts through structured engagement plans, maintaining a healthy churn-to-win pipeline focused on revenue acceleration. Leverage a full modern sales tech stack including Salesforce, Outreach, Qualified Live Chat, ZoomInfo, LinkedIn Sales Navigator, Lusha, and Interaction Desktop to optimize prospecting efficiency and ensure data accuracy.

Deliver premium customer service and consultative sales across multiple channels (calls, emails) while addressing inquiries, resolving issues, and enhancing the value of AMEX credit card products. Build and maintain long-term customer relationships through a consultative approach, understanding current financial needs, predicting future requirements, and providing tailored credit card solutions. Serve as a trusted account manager for assigned customers, ensuring first-contact resolution, proactive engagement, and negotiation of positive outcomes to enhance loyalty and retention. Identify opportunities to cross-sell and upsell AMEX credit card products by analyzing customer spending patterns, credit history, and financial behavior. Apply influencing, negotiation, and resourcefulness skills to recommend products that align with customers’ financial needs, adding measurable value to their credit card experience. Maintain consistent performance against monthly sales KPIs, quality metrics, compliance requirements, and productivity targets while achieving revenue growth. Pitch the right credit card solution to potential and existing customers through consultative, needs-based selling techniques. Navigate CRM systems and other digital platforms to streamline the customer journey, improve post-sale service, and ensure accurate account management. Provide customers with guidance on online and mobile platforms, helping them maximize card benefits and enhancing overall satisfaction. Collaborate with internal stakeholders to ensure seamless service delivery, retention strategies, and revenue expansion opportunities for the assigned accounts.

Develop, plan, and execute sales strategies for British Council programs, including language classes and professional training, across multiple channels. Act as a consultative advisor throughout the customer journey—from pre-sales guidance to post-sales support—ensuring high-value solutions aligned with client needs. Manage high-value client accounts, maintaining strong relationships, promoting ongoing engagement, and identifying opportunities for upsell and cross-sell. Deliver personalized consultations to students of all ages and backgrounds, providing tailored solutions that enhance their learning goals while adding measurable value. Conduct sales across webchat, social media, email, calls, and Zoom, creating compelling pitches to influence prospects and meet client-specific requirements. Utilize multiple systems, including CRM, Salesforce, CMS, TCMS, and Asiapay, to streamline sales operations, maintain accurate account records, and monitor pipeline activity. Guide clients in using digital tools for class bookings, app navigation, and online learning, ensuring seamless onboarding and adoption. Achieve and exceed individual and team sales targets (e.g., 200K/month) by applying consultative selling, negotiation, and persuasive communication skills. Enhance customer experience by proactively addressing challenges, resolving complaints, and providing value-driven recommendations tailored to client needs. Represent British Council at trade exhibitions, events, and demonstrations, capturing market intelligence and feeding insights to inform future strategies. Review sales performance monthly, leveraging insights to optimize account management, retention strategies, and pipeline growth.

Supported end-to-end tendering and procurement processes, including bidding, scoring, negotiation, evaluation, and contract facilitation for airport retail and business spaces. Managed client accounts seeking to operate businesses across multiple Malaysian airports, providing consultative guidance and ensuring seamless onboarding. Developed and executed sales strategies to attract high-profile tenants, presenting value propositions, negotiating terms, and maximizing occupancy revenue. Built and maintained relationships with key clients, including Valiram Group and Berjaya Group, acting as a trusted liaison to understand their business goals and align airport opportunities. Applied strong persuasion and influencing skills to convert prospects into tenants while ensuring mutual business value and profitability. Coordinated multiple projects under tight deadlines, demonstrating effective time management, prioritization, and problem-solving during high-pressure situations. Prepared proposals, presentations, and reports for senior management, highlighting project progress, potential opportunities, and market insights. Gained exposure to account management practices, including client relationship maintenance, post-deal follow-up, and stakeholder communication, ensuring ongoing satisfaction and business growth.

Managed end-to-end UK visa application processes, including biometric registration, form submission, fee collection, passport handling, and collection, ensuring smooth and accurate processing for all applicants. Acted as a key liaison between UK visa applicants and the British High Commission/Embassy, maintaining professional communication and facilitating issue resolution. Demonstrated strong accountability and data management skills, handling sensitive documents such as passports, bank statements, and other P&C records with precision and confidentiality. Provided consultative guidance to applicants on visa types, required documentation, fees, and process timelines via multiple channels—web, email, chat, calls, and face-to-face consultations. Offered additional services, such as selling “Octopus cards” for UK travelers, demonstrating sales and upsell abilities while enhancing customer experience. Ensured accuracy and compliance of all submitted data prior to handover to the Embassy, reducing errors and processing delays. During peak seasons, efficiently managed high-volume applicant traffic, sometimes handling thousands of cases daily, while maintaining high service standards. Utilized CRM databases, UK system databases, biometric systems, courier services, and administrative tools to optimize workflow and applicant tracking. Exercised team coordination and operational management skills, organizing applicant flow, prioritizing tasks, and supervising process efficiency during high-traffic periods. Developed interpersonal, advisory, and problem-solving skills that strengthened client relationship management, preparing you for future account management and sales-focused roles.

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