Dhurgashini Vasantha Kumar
Senior Key Account Manager
Kuala Lumpur
Summary
I am an enthusiastic and results-driven professional with extensive experience in sales and account management, eager to contribute my expertise as a Territory Account Specialist or Senior Key Account Manager. My proven track record in leading teams and delivering exceptional customer service aligns perfectly with your organization's goals. I am excited about the opportunity to join your team and drive success through innovative strategies and strong client relationships.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Territory Account Specialist
Microsoft (Concentrix)
03.2024 - Current
- Managed ANZ & New Zealand markets, driving regional growth and client engagement.
- Specialized in Azure Modern Workplace & Microsoft Dynamics solutions to meet client needs.
- Generated $1.3M revenue via strategic cross-selling and upselling.
- Negotiated vendor contracts and expanded market reach, securing key partnerships.
- Achieved 94% monthly client retention, exceeding targets and improving client loyalty.
- Delivered actionable market insights and forecasts, ensuring smooth onboarding and solution adoption.
Senior Key Account Manager
Geniebook
01.2023 - 03.2024
- Led a team of 5 Key Account Executives and managed overall KPIs.
- Managed regional key accounts (SG, ANZ, US, China) aligned with company growth targets.
- Increased customer satisfaction by 98% across B2C and B2B (Education) accounts.
- Boosted AI-based lesson adoption by 75% among existing clients.
- Handled 80–120 inbound and outbound calls daily.
- Achieved 95% renewal rate; awarded Top Performer (Q3,Q4 2023).
Subject Matter Expert
Lazada (Concentrix)
05.2020 - 12.2022
- Managed Local & China markets, overseeing new and existing accounts.
- Conducted quarterly business reviews and proposed outcome-driven solutions.
- Led requirement-gathering sessions and guided junior staff with use cases.
- Performed analyses, prepared reports for management, and resolved escalations.
- Monitored workflow, productivity, SLA compliance, and maintained vendor relationships.
Customer Service Representative
Korean Air (Concentrix)
01.2020 - 04.2020
- Handled phone, email, and chat inquiries on billing, flights, and general services.
- Managed complex refund cases and escalated complaints independently.
- Resolved intricate client issues across multiple channels, maintaining an average customer satisfaction score of 4.8/5.
Sales Executive
Coway (M) Sdn Bhd
01.2018 - 01.2020
- Guided customers in selecting health & wellness products and promoted after-sales service.
- Built and maintained strong customer relationships while following up on potential leads.
- Maintained accurate and up-to-date customer records.
Education
Diploma - Mass Communication
Erican College
Kuala Lumpur01.2020
Skills
Cross-selling and upselling strategies
Client relationship management
Pipeline management
Client acquisition
Sales presentations
INTERNSHIPS
- Digital Media, KidoCode
- Participate in KidoCode and PyCademy activities, KidoCode and PyCademy workshops as trainer assistant.
- Prepare weekly written and oral presentations of KidoCode, PyCademy, and your activities.
- Trained autism and normal kids in Multimedia, Graphic Design and Photography.
- Learned on Adobe Premier pro, Illustrator and Photoshop.
Timeline
Territory Account Specialist
Microsoft (Concentrix)
03.2024 - Current
Senior Key Account Manager
Geniebook
01.2023 - 03.2024
Subject Matter Expert
Lazada (Concentrix)
05.2020 - 12.2022
Customer Service Representative
Korean Air (Concentrix)
01.2020 - 04.2020
Sales Executive
Coway (M) Sdn Bhd
01.2018 - 01.2020
Diploma - Mass Communication
Erican College