Sheela Dewi Balakrishnan Email & Phone Number

Federal Territory Of Kuala Lumpur, Malaysia

I led a team of 46 professionals, including technical support specialists, implementation experts, and trainers, fostering a collaborative and efficient work environment. By streamlining onboarding processes, I reduced implementation time by 25% and significantly boosted product adoption through data-driven strategies. I also introduced a new customer engagement model that cut response times by 20% and elevated satisfaction scores, while revamping training programs to increase user proficiency… Show more I led a team of 46 professionals, including technical support specialists, implementation experts, and trainers, fostering a collaborative and efficient work environment. By streamlining onboarding processes, I reduced implementation time by 25% and significantly boosted product adoption through data-driven strategies. I also introduced a new customer engagement model that cut response times by 20% and elevated satisfaction scores, while revamping training programs to increase user proficiency by 10%.In addition to optimizing operational efficiency and resolving complex issues, I implemented strategic improvements aligned with business goals, enhancing overall team productivity and customer satisfaction. I conducted performance evaluations and coaching sessions, addressing productivity challenges and managing recruitment and staffing to ensure optimal levels and advocate for diversity, equity, and inclusion. Show less

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

In this role, I led a team of 16 Relationship Managers, achieving over 80% customer retention by leveraging data profiling to address customer needs. By strategically increasing the share of wallet by over 60% through targeted sales and cross-selling initiatives, I significantly drove revenue growth. I enhanced team performance by implementing individualized plans and using performance data analytics, while fostering effective communication and collaboration across departments to align with… Show more In this role, I led a team of 16 Relationship Managers, achieving over 80% customer retention by leveraging data profiling to address customer needs. By strategically increasing the share of wallet by over 60% through targeted sales and cross-selling initiatives, I significantly drove revenue growth. I enhanced team performance by implementing individualized plans and using performance data analytics, while fostering effective communication and collaboration across departments to align with organizational objectives and resolve bottlenecks.I spearheaded process improvements to address service delivery gaps, enhancing the quality of American Express products and services. Consistently surpassing key business metrics, including customer satisfaction and profitability, I acted as the voice of the customer, advocating for their needs within the organization. Through developing and implementing performance improvement strategies and conducting weekly performance reviews, I drove continuous organizational enhancement and maximized employee performance. Show less

In this role, I managed multiple high-value accounts with professionalism, enhancing communication and service delivery. By improving customer retention and expanding revenue through strategic cross-selling opportunities, I proactively addressed and resolved issues to minimize customer impact. I utilized customer profile analysis and spending pattern insights to enhance the overall experience, demonstrating expertise in crisis management and effective resolution of escalations. Surpassing… Show more In this role, I managed multiple high-value accounts with professionalism, enhancing communication and service delivery. By improving customer retention and expanding revenue through strategic cross-selling opportunities, I proactively addressed and resolved issues to minimize customer impact. I utilized customer profile analysis and spending pattern insights to enhance the overall experience, demonstrating expertise in crisis management and effective resolution of escalations. Surpassing performance metrics through the adept use of systems and digital tools, I leveraged my sales and negotiation skills to drive sales and boost customer satisfaction. Show less

Federal Territory Of Kuala Lumpur, Malaysia

Under this assignment, I managed billing, collections, and quotations for leading global book publishers, ensuring all tasks were completed within tight deadlines. This involved overseeing financial processes with precision and maintaining high standards of accuracy. Additionally, I coordinated the production and delivery of final artwork and proofs, working closely with traffic managers and creative teams to ensure seamless execution. My role required meticulous attention to detail and… Show more Under this assignment, I managed billing, collections, and quotations for leading global book publishers, ensuring all tasks were completed within tight deadlines. This involved overseeing financial processes with precision and maintaining high standards of accuracy. Additionally, I coordinated the production and delivery of final artwork and proofs, working closely with traffic managers and creative teams to ensure seamless execution. My role required meticulous attention to detail and effective communication to align various aspects of the production process. Show less

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Petaling Jaya, Selangor, Malaysia

Petaling Jaya, Selangor, Malaysia

Shah Alam, Selangor, Malaysia

Train The Trainer Course, Ttt

Post Graduate Diploma, Digital Marketing, Distinction

Applied Class Project: • Client Relationship Management Application (HubSpot) • Basic Website Development (Wire-frame, GTMetrix, WordPress.

Bachelor Of Arts In Mass Communications (Hons), Mass Communication/Media Studies