Salesforce Administrator

• Nov 2021 - Present

Shared Services Analyst

• Sep 2021 - Nov 2021

Operations Coordinator - Sales and Business Operations - EMEA/APAC

• May 2019 - Dec 2021

In a multi-faceted role, I lead all aspects of sales support which includes reviewing and managing incoming sales orders, collaborating to define and design solutions in the sales systems, assisting the delivery of training programs for the marketing and sales teams, and working in partnership with cross-functional teams for roll out. I provide support and service to internal stakeholders such as Finance, Sales, Support & Services, and Customer Success teams. I analyse significant or unique contract requirements, special provisions, terms and conditions to ensure compliance with established corporate policies and procedures. I also manage and update all data change requests. Highlights of my key achievements are as below: ⇨ Served as the primary contact point for all queries related to internal sales processes, tools and protocols as well as for special customer contract amendment requests from Sales. ⇨ Facilitated seamless completion of a data migration project by rendering comprehensive support through the process. ⇨ Maintained accuracy of all incoming Sales Orders by performing extensive review and evaluation, and ensuring all data captured prior to creating and fulfilling licenses. ⇨ Ensured compliance of license usage with the company’s Terms of Use Agreement by customers across EMEA/APAC by performing regular audits. ⇨ Designated as the Subject Matter Expert for licensing systems operations for technical and process related matters. Show less

Channel Sales Operations

• Aug 2017 - Nov 2018

I spearheaded efforts in engaging with channel partners and deploying programs to build significant business activity, drive sales performance and achieve revenue targets. Owning all service and support related partner processes, I consulted and strategized to facilitate improvements. I established a rigorous communication channel via email and conference calls, webinars and face to face meetings, to communicate standard processes, policies, feedback and updates on products and systems, for internal and external team members.Highlights of my key achievements include:⇨ Assisted in successfully completing the financial reconciliation for contracts financed via a third-party financier company that were on-billed through Vocus. ⇨ Implemented a full process redesign and facilitation for the complex Customer Premises Equipment (CPE) product suite in alignment with the product strategy and direction, providing training as needed.⇨ Built team confidence and capability in handling escalations and disputes involving monetary value, by training and developing team members and mentoring with on the job support and guidance.⇨ Resolved conflicts quickly and efficiently, identifying areas of improvement and offering solutions. Show less

National Account Manager

• Feb 2017 - Nov 2018

As the National Account Manager, I designed and built the partner channel to collaborate and create customer growth strategies focused on driving sales. I developed a model of continuous training and support to enable the identification of new strategic opportunities to secure profitable growth. I created customized welcome packs and training modules via an online portal to assist with ongoing development.Highlights of my key achievements include:⇨ Built and strengthened long term effective relationships with customers, working closely with key decision makers to influence the internal organization as well as external channels. ⇨ Ensured efficient and outstanding customer service to all customers on a daily basis.⇨ Helped partners understand and interpret the technological needs of new customers in order to provide customized products and solutions, and up-sell effective solutions to existing customer base. ⇨ Established an environment of trust and credibility with customers.⇨ Promoted to the role of Channel Sales Operations Manager for significant contribution in this role. Show less

Service and Support Manager

• Aug 2016 - Feb 2017

Transitioned into a Service and Support focused role after contributing in Customer Order Management and IP Voice/Service and Support/Provisioning roles since October 2011. Partnered with both internal and external customers to provide operational support, as well as to monitor and processes and identify areas of improvement. Onboarded new partners and sales representatives, communicating clear and concise information required to function effectively. Imparted superior expertise, knowledge and training for advanced product suite, systems, process, and protocols and overall sales expectations. Documented and maintained accurate information on customer interaction.Key Accomplishments: ⇨ Ensured alignment of sales efforts with organisational goals and values, providing systematic analysis of process and performance, and maintaining accurate reports. ⇨ Facilitated successful delivery of new products by liaising closely with Product Managers and providing feedback on the product launch, product performance and any training gaps.⇨ Secured continuous improvement in processes and team productivity by maintaining comprehensive knowledge of business pipeline activity across teams and effecting process changes wherever needed.⇨ Achieved a 15% reduction in partner and customer complaints due to the continuous high level of support provided. ⇨ Recognized as the top Service and Support Manger nationwide and promoted into the National Account Manager role. Show less

IP Voice - Service and Support, Provisioning

• Mar 2014 - Aug 2016

Customer Order Management

• Oct 2011 - Mar 2014

Executive Assistant, Office and Administration Manager

• Oct 2009 - Oct 2011