Shereen Samala

• Drove strategic partnerships with HNWIs, corporate clients, and banking stakeholders across UAE and KSA,
supporting new revenue streams.
• Managed full partnership lifecycle including lead generation, negotiation, onboarding, and account expansion.
• Strengthened commercial performance by identifying upsell opportunities and aligning partnerships with
business growth goals.
• Coordinated cross-functional execution to ensure seamless delivery of partnership programs and client
solutions.
• Maintained pipeline visibility and forecasting using ClickUp CRM.

• Managed a portfolio of 500+ SMB accounts across North America, Southeast Asia, and South Asia, ensuring
consistent revenue growth and customer success.
• Drove adoption of unified communications (UCaaS) solutions across Zoom product ecosystem, supporting
expansion and product penetration.
• Exceeded revenue and renewal targets month on month at 130%+ through consultative account management,
upselling, and cross-selling strategies
• Increased customer retention and engagement by proactively identifying risks, resolving issues, and
strengthening long-term client relationships.
• Utilized Salesforce CRM for pipeline management, forecasting, reporting, and account tracking, ensuring data
accuracy and sales visibility.
• Partnered with internal sales and support teams to identify expansion opportunities within existing accounts,
contributing to revenue acceleration.

• Managed enterprise accounts for UCaaS solutions across North America, overseeing contract renewals, account
health, service adoption, and ongoing customer success engagement.
• Consistently achieved 120%+ of revenue targets through strategic account expansion, upselling, cross-selling,
and identifying new business opportunities within existing enterprise clients.
• Built and maintained long-term C-level and stakeholder relationships aligned with commercial objectives,
ensuring high customer retention and satisfaction.
• Collaborated closely with sales engineering, customer success, support, and product teams to resolve issues,
optimize solution performance, and enhance overall customer experience.
• Monitored account performance metrics and usage trends, proactively identifying risks, recommending
solutions, and driving adoption of UCaaS features to increase customer value and stickiness.

• Processing of customer orders through CRM, ERP & Salesforce
• Ensure accuracy of order entry and changes
• File orders/requests per company guidelines and policy
• Maintenance of customer database and ERP system
• Facilitate customer service requests for administrative documentation
and returns
• Proactively communicate order confirmations/changes to customers as
well as buyers
• Develop product knowledge to answer basic customer inquiries
• Answering phones and directing calls to the relevant people
• Provide administrative support to management, sales, and purchasing
staff
• Assist the sales teams with quoting
• Provide back-up support to other Sales Coordinators as necessary \[IMAGE\] \[IMAGE\] \[IMAGE\]

• Supported U.S. client accounts by ensuring smooth end-to-end operations and consistent on-time delivery
performance.
• Improved coordination across internal teams, enhancing efficiency in shipment scheduling, tracking, and
fulfillment processes.
• Identified operational gaps through KPI monitoring and contributed to process improvements that increased
service efficiency.
• Strengthened client satisfaction through proactive communication on shipment updates, delays, and resolutions.
• Supported sales and account growth by preparing proposals, quotations, and performance reports for client
retention.

• Handles customer requests from North America, offers support to both
internal and external customers, completes conversion mailings, and
assures service quality.
• Provide timely and consistent communication to clients and the account
team on the status of cases, tickets, and opportunities.
• Maintain regular communications with cross-functional teams and clients

• Managed North American, U.S client accounts, providing support to internal and external stakeholders while
ensuring high service quality.
• Maintained proactive communication with clients and cross-functional teams regarding case status, tickets,
opportunities, and business needs.
• Built and nurtured strong relationships with key clients, internal departments, suppliers, and partners to drive
collaboration and satisfaction.
• Resolved issues and managed risks effectively, ensuring business targets were met while assessing service
applicability and impact.
• Drove customer retention and growth, understanding client needs, supporting their success, and consistently
exceeding

• To act as customer interface representing du brand values whilst
maximizing sales revenue and providing excellent level of customer
service in the retail channel across the UAE.
• To identify customer’s needs and expectations and serve them in a
friendly manner demonstrating du brand values at all times.
• To deliver exceptional customer service over the phone by providing
information on all du products.
• Calling prospective leads and conducting telephonic sales engagement.
• Establishing contact with list of Business clients
• Closing deals and maintaining customer relationships
• Promoting new products and services through the phone.
• Achieving sales revenue and targets that meet or exceed expectations.
• Coordination with other departments as necessary to facilitate customer
satisfaction.

• Managed 250-300 high net- worth premium accounts, ensuring timely resolution of client needs through
effective cross-functional coordination.
• Maintained and strengthened executive-level partner relationships, delivering consistent high-quality customer
experience.
• Drove partner growth through sales development, demand generation, and capability enhancement initiatives.
• Identified and developed new business opportunities, contributing to revenue growth through upselling and
new service offerings.
• Advised partners on marketing strategy and business growth, delivering presentations and data-driven solutions
to support performance improvement.

• Led customer inquiries, escalations, and order coordination for enterprise and commercial clients across ASEAN
markets, particularly Singapore.
• Supported the end-to-end sales and customer service process for UPS and cooling system solutions, from
quotation requests through order fulfillment and post-sales coordination.
• Delivered high-quality customer support across email, phone, and ticketing channels while consistently meeting
SLA and service targets.
• Coordinated with internal departments including sales, logistics, and technical teams to ensure timely issue
resolution and customer satisfaction.
• Built and maintained strong client and partner relationships while ensuring a positive customer experience
aligned with APC by Schneider Electric standards.

• Supported customer account management and resolution of complex client concerns in a high-volume,
performance-driven environment.
• Consistently exceeded sales and revenue targets by achieving over 150% of cross-sell and upsell goals,
promoting American Express credit cards and protection products.
• Provided coaching and guidance to team members to improve service quality, sales performance, and
operational efficiency.
• Led and supported a team in handling escalations while ensuring strong customer relationship management
and retention.
• Ensured compliance with company policies, quality standards, and customer experience KPIs in all customer
interactions.

• Provided customer service and banking support for retail banking clients, handling account inquiries, banking
products, and issue resolution.
• Consistently achieved and exceeded performance targets month-on-month and year-on-year, delivering over
200% of sales and service goals.
• Supported customer accounts across North American markets, ensuring accurate, compliant, and high-quality
service delivery.
• Coached and mentored team members on sales techniques, customer engagement, and service excellence within
a high-performing sales environment.
• Contributed to overall team success by supporting a high-sales-performing unit and driving relationship-based
banking solutions.