Shaun Abinesh has over 7 years of experience managing teams across multiple countries in Asia-Pacific. He has led teams of over 50 staff and managed accounts of over 60,000 customers, generating annual revenues exceeding RM 150 million. Abinesh holds management and IT certifications and has received several awards for his work in sales, customer service, and operations management.

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Shaun Abinesh
SHAUN ABINESH
Mobile: +6012 335 9789 Email: shaun_abinesh@hotmail.com LinkedIn
An accomplished executive with 7 years of professional experience in managing people, clients, and operations
across a multitude of countries in the Asia-Pacific region. Highly experienced in leading multicultural teams that
specialize in the various functions of customer service, sales, credit management, and value-added services which
deliver people-centric solutions, producing significant operational improvements and additional revenue.
Delivery focused, with an aptitude for structured, creative, and independent thinking, I am a confident, organized
and results driven individual who sets and achieves challenging goals whilst demonstrating persistence,
commitment, and dedication through my work. Having earned a reputation as a leader who inspires the best in
people, the breadth of my experience in the areas of operations and people management include overseeing
departments that have more than 50 staff in size, managing the accounts of about 60,000 customers, and generating
yearly revenues that exceed RM 150 million.
Awards and Recognitions
• FY17 Q3 Best Team (SEEK Asia – 2016)
• FY17 Q2 Best Team (SEEK Asia – 2016)
• Millennium Manager (Malaysian Advertising
Directory – 2016)
• Shooting Star Award (Isentia – 2015)
• Representative Speaker for Isentia (Sunway
College – 2014)
• Dean’s List (MMU – 2014/2015 &
2013/2014)
• President of the One Team Club (Isentia –
2013/2014)
• Most Outstanding Single Achievement (Eftel –
2011)
• Best Team Award (Eftel – 2010)
Professional Experience (Summary)
SEEK Asia (formerly known as JobStreet Corporation Berhad)
Sales Team Manager
1st
July 2016 – Present
Managed a team of 10 account managers that oversee
the recruitment needs of local and international clients,
generating annual revenues in excess of RM 10 million.
Isentia (M) Sdn Bhd (formerly known as Mediabanc (M) Sdn Bhd)
Senior Account Manager
22nd
April 2013 – 30th
June 2016
Headed a multi-functional department of 3 teams that
covered the areas of customer service and value-added
services, with a portfolio of 400 local and international
clients valued at an estimated RM 14 million per annum
across various government and private sector industries.
Eftel Ltd (CGOC Malaysia Sdn Bhd)
Accounts and Credit Manager
24th
October 2011 – 26th
October 2012
Handled teams of over 20 executives involved in
customer service, sales and credit management, with a
portfolio of AUD $ 52 million per annum and 60,000
accounts. Eftel was later acquired and I managed the
transitioning of roles to the Philippines in October 2012.
Customer Accounts Team Leader
25th
January 2011 – 23rd
October 2011
Supervised a team of 10 client service executives that
managed the accounts of customers.
Senior Credit Collections Executive
22nd
February 2010 – 24th
January 2011
Commenced as a credit collections executive for
Australian clients before moving into a senior role,
collecting debt on a portfolio of approximately 150
accounts amounting to about AUD $ 20,000 per month.

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Shaun Abinesh
Educational Background
Bachelor of Management (Honours) Multimedia University (July 2015) - 3.40 (CGPA)
Foundation in Engineering Multimedia University (June 2007) - 2.97 (CGPA)
Professional Development
Certified Professional Manager
ITIL v3 Foundation
International Professional Managers Association (IPMA)
in collaboration with Corporate Learning Consortium
(CLC) (May 2016)
CertifySelf in collaboration with PEOPLECERT and
AXELOS (January 2016)
Innovation Ambassador Development Programme Genovasi Malaysia in collaboration with the Hasso-
Plattner-Institut School of Design Thinking at the
University of Potsdam, a sister institute of the d.school at
Stanford University (December 2014)
Asia Leadership Conference Sunway Education Group in collaboration with Harvard
University and Asia Leadership Trek (January 2015)
Professional Experience (Further Details)
SEEK Asia (formerly known as JobStreet Corporation Berhad)
Industry Human Resources
Position Title Sales Team Manager
Duration 1st
July 2016 – Present
Managed a team of 10 account managers that oversee the recruitment needs of local and international clients,
generating annual sales revenues in excess of RM 10 million.
• Led a team of telesales account managers that handle various products and services in relation to
recruitment and talent sourcing for local and international clients.
• Achieved the team’s sales target on the 2nd
month from join date and has maintained this achievement to
date, whilst being the only sales team to achieve its year-to-date target.
• Appointed as the department’s lead internal auditor after scoring the highest in both internal as well as
external quality assurance tests.
• Achieved the single highest sale of new client business (RM 91,300) and the highest amount of written
client compliments (8) in comparison to other teams within the department.
• Successfully implemented a better call monitoring assessment template which included standardized
guidelines for the assessment of calls throughout the sales and customer service department, improving
the call quality from 73% to 98%.
• Supported the team and department through the formulation of strategies, targets, and directions that
helped drive the development of a high quality and positively motivated workforce.
• Planned, reviewed, and recommended process improvements for more efficiency in the sales operations,
as well as going paperless for report submission.
• Supervised, coached, and provided guidance to account managers when providing solutions to customers,
in order to improve interaction capabilities via phone and email as well as ensure consistent growth in
skills, competencies, and product knowledge.
• Improved manpower planning with proper recruitment, development, and retention of staff through
ongoing performance reviews.
• Involved with multiple projects that included initiatives to win back clients from competitors, increase
staff productivity, improve customer satisfaction, implement a more advanced computer-telephone
infrastructure, and motivate higher staff engagement.

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Shaun Abinesh
Isentia (M) Sdn Bhd (formerly known as Mediabanc (M) Sdn Bhd)
Industry Media Intelligence
Position Title Senior Account Manager
Duration 22nd
April 2013 – 30th
June 2016
Headed a multi-functional department of 3 teams that covered the areas of customer service and value-added
services, with a portfolio of 400 local and international clients valued at an estimated RM 14 million per
annum across various government and private sector industries.
• Managed the day-to-day operations of the client relations department which comprises of 3 teams, namely
support, servicing, and translation.
• Responsible for client relationship management which includes the renewal of contracts and to identify
further sales opportunities through upgrades.
• Significantly reduced client terminations attributed to the department, with a record of over 2 years of no
terminations attributed to a fault of the departments’.
• Represented the company in an industry related career talk held at Sunway College and at a media
relations event with the Australian ambassador.
• Improved client satisfaction ratings that were graded using the Net Promoter Score (NPS) customer
loyalty metric from negative 40 to positive 10, with Malaysia garnering the highest number of
respondents in Asia.
• Acknowledged for reducing staff attrition within 3 months from join date and given a pay rise, together
with confirmation.
• Restructured the teams, providing professional development opportunities that showed an improved
performance and better team morale.
• Improved the response time to enquiries and requests, whilst reducing overhead costs by 35%.
• Lead the project team for a product platform consolidation aimed at improving operational efficiency.
• Introduced standardized methods in calculating project costs and corresponding incentive structures.
• Well-versed with Citrix related software and CRM tools such as Salesforce.
• Tasked to oversee resource planning, knowledge gap improvements, and report preparation for the team.
• Attended international companywide conferences held in Thailand and Vietnam.
• Held a dual role as the President of the One Team Club, organized a charity drive across the SEA region
for victims of the Philippines Haiyan Typhoon, and coordinated a jointly organized health awareness
program with Prince Court Medical Center for breast cancer.
• Organized product launch events and industry related seminars aimed at educating the market.
• Ensured accurate monthly invoice details and assisted the finance division with any overdue payments.
Eftel Ltd (CGOC Malaysia Sdn Bhd)
Industry Telecommunications
Position Title Accounts and Credit Manager
Duration 24th
October 2011 – 26th
October 2012
Handled teams of over 20 executives involved in customer service, sales and credit management, with a
portfolio of AUD $ 52 million per annum and 60,000 accounts. Eftel was later acquired and I managed the
transitioning of roles to the Philippines in October 2012.
• Exceeded expectations during the setting up of a call center operations consisting of 30 people in the
Philippines, moving the job roles of the customer service and credit collections teams from Malaysia.
• Effectively managed a debt recovery project for the new parent company, Club Telco after the acquisition.
• Successfully integrated the wholesale accounts aspect of the business into the customer service team
portfolio.
• Improved quality and effectiveness of both the customer service and credit collections teams, resulting in
a reduction of headcount from 22 people to 18.
• Reduced account terminations by 67% and written complaints by 80%.
• Decreased the response time to emails from 8 hours to 2 hours.

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Shaun Abinesh
• Created a sales incentive plan for the customer service team, resulting in an increase of company revenue.
• Elevated the Service Level Agreements (SLAs) for the customer service and credit collections teams.
• Minimized attrition levels and improved attendance across both the customer service and credit
collections teams.
• Managed the day-to-day operations of the customer service and credit collections department.
• Implemented improvements to processes, procedures, team Key Performance Indicators (KPIs), and sales
incentive structure.
• Compiled and presented the performance reports to supervisor and other heads of departments on a
weekly and monthly basis.
• Responsible for resource planning and recruitment.
Position Title Customer Accounts Team Leader
Duration 25th
January 2011 – 23rd
October 2011
Supervised a team of 10 client service executives that managed the accounts of customers.
• Achieved a 40% improvement on the Service Level Agreements (SLAs) of the customer service team
with 98% of all calls answered within 2 minutes.
• Achieved the highest number of written compliments for a department in 2011 with 33 written
compliments.
• Successfully integrated the retail and corporate sales, as well as corporate accounts aspect of the business
into the customer service team portfolio.
• Monitored and improved the Service Level Agreements (SLAs) of all the call queues and task pools.
• Handled escalated disputes, complaints and issues.
• Performed quality checks on both inbound and outbound calls, providing additional coaching where
necessary.
• Managed the department’s issue log spreadsheet and recommended process improvements to address root
cause issues.
• Conducted regular probationary and performance reviews on team members.
• Prepared monthly performance, sales, and attendance reports.
• Improved quality and effectiveness of customer service team through training, mentoring and individual
coaching.
Position Title Senior Credit Collections Executive
Duration 22nd
February 2010 – 24th
January 2011
Commenced as a credit collections executive for Australian clients before moving into a senior role, collecting
debt on a portfolio of approximately 150 accounts amounting to about AUD $ 20,000 per month.
• Recommended improvements to Key Performance Indicators (KPIs) in order to more effectively measure
performance.
• Received multiple “best performer” awards and achieved highest monthly collections of AUD $ 25,000.
• Developed the necessary system and product knowledge.
• Negotiated payment plans with Australian clients.
• Restricted and terminated active services for non-paying customers and utilized various tools to locate
delinquent customers.
• Dealt with external parties including 3rd party debt collection agencies, government administrators, and
liquidators.
• Delivered training to new team members.
• Managed high risk accounts, and dispute resolution.
• Ensured that system generated tasks were distributed and the task pools were cleared on a daily basis.
• Performed quality assurance checks on team member tasks and provided feedback to the team leader.
• Managed the department’s issue log spreadsheet and recommended process improvements to address root
cause issues.