Shobra M.

Consultant

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia17 yrs 3 mos experience

Highly Stable

Key Highlights

Over a decade in client relationship roles.
Led multimillion-dollar accounts with global organizations.
PMP-certified with a focus on strategic growth initiatives.

Stackforce AI infers this person is a SaaS Account Management and Customer Relationship Management expert.

Contact

Skills

Core Skills

Account ManagementCustomer Relationship ManagementProject ManagementStakeholder ManagementOperations ManagementCustomer ServiceB2b Communication

Other Skills

AdministrationBusiness-to-Business (B2B)Call CentersChange ManagementCoachingCommunicationContract ManagementCustomer RetentionCustomer SupportEmployee RelationsExpansion StrategiesFacilities ManagementFacilities OperationsFreelancingGo-to-Market Strategy

About

With over a decade in client relationship roles—including SaaS Account Management and Project Management—I specialize in turning complexity into clarity and building high-value partnerships that scale. I’ve led multimillion-dollar accounts (including a USD $2M+ portfolio) and worked with global organizations, and my regional expertise across Southeast Asia has given me a deep understanding of cultural nuance, stakeholder alignment, and service delivery that resonates locally while scaling globally. PMP-certified and fluent in navigating fast-paced environments, I bring structure to chaotic processes, mentor teams toward shared goals, and keep customer success at the heart of business growth. Whether managing stakeholders, optimizing delivery, or driving strategic renewals, I combine a service mindset with commercial acumen to deliver long-term value. Now, I’m focused on leading strategic growth initiatives, deepening enterprise relationships, and making an impact where people, process, and technology meet.

Experience

Self-employed

Consultant

May 2025 – Present · 10 mos

Loginext

Senior Key Account Manager

Jul 2019 – Apr 2025 · 5 yrs 9 mos · Kuala Lumpur, Malaysia

Account ManagementCustomer Relationship Management

Brightstar corp.

2 roles

Account Manager

Jul 2018 – Jul 2019 · 1 yr · Kuala Lumpur, Malaysia

Operate as lead point of contact for matters specific to the key account.
Manage key account's special projects and ensuring that all projects are delivered on-time, within scope and within budget.
Supporting role to Commercial Director ensuring satisfactory and profitable service delivery to key strategic accounts.

Account ManagementProject Management

New Product Introduction Manager

Sep 2015 – Jun 2018 · 2 yrs 9 mos · Kuala Lumpur, Malaysia

1. Lead Brightstar NPI service with the client/s, including work stream leadership, management of resources, stakeholder alignment, account management with testing partners, and on-time project completion
2. Lead or provide critical background support for device introduction projects on behalf of Brightstar and the client/s.
3. Define, develop, produce and maintain new analytical reports to better manage device introduction efforts, as required.
4. Support the Brightstar Malaysia Sourcing, Product Lifecycle Management, Supply Chain Planning, and Channel Operations teams in whatever requirements may arise to best support Brightstar’s business in a fast-changing environment.

Project ManagementStakeholder Management

Klcc urusharta sdn bhd

Customer Services & Relationship Management Executive

Jun 2012 – Aug 2015 · 3 yrs 2 mos · Kuala Lumpur, Malaysia

1. Managing the daily operations of Front-Liners. Responsibilities include recruitment of new staff, provide on-the-job training, lead and monitor work performance of staff, and working closely with recruitment agency in regards to disciplinary issues and yearly appraisal of staff.
2. Contract and Supplier Management. (SAP MM/SRM Expert User)
3. Coordinate meetings between Tenants and Facilities Management team. (Maintenance / Operations) This includes coordinate and liaise with QHSE team on any safety hazards reported by tenants and to take action immediately with the relevant parties.
4. Planning and execute events for Tenants and internal programmes for staff, such as Blood Donation Drive, Emergency Evacuation Exercise and Tenants Nite etc.
5. Implement continuous Process Improvement to the units, including establishing a new SOP, amendment to SOP and also explore the new technologies and systems across functions in Facilities Management industry; especially for Customer Services and Relationships Management, Customer Relations, etc.

Customer Relationship ManagementOperations Management

Shell business service centre - kl

Customer Service Professional 3

Oct 2008 – Jun 2012 · 3 yrs 8 mos · Kuala Lumpur, Malaysia

1) Handle enquiries from B2B customers (Corporate Shell Card, Retailers Enquiries) effectively by telephone, faxes, emails, and outbound calls with professional and accurate response in accordance with the agreed service level.
2) Work closely with Shell Card Operations Team across functions in Shell Card Business, and developed knowledge for the B2B End-to-End Process. Hold the key role in assisting Team Leader, in coaching new staff, preparing training pack, plus supported both Malaysia and Singapore call centre in I.T related issues (setting up software, installation projects, implementing new IVR messages etc), and do phone marketing to potential customers.
3) Highly participated with Process Improvement Projects for Customer Service Centre as various roles for Singapore Cards Operating Unit and and efficiently performed tasks in SG Cards Administration System.

Customer ServiceB2B Communication