DIRECTOR OF
SALES OPERATION
SPECIALISM
A leader influencing change in people and program management for customer and sales objectives.
CAREER
SUMMARY
Started senior leadership career in Customer Support at technology company Hewlett Packard before pivoting to support Sales organization to meet their sales and revenue objectives in Customer Success, Sales Operations, Risk Management, and Compliance roles. 20 years of global experience including a 4-year working stint in the UK for the electronic payments company, ACI Worldwide, serving top-tier banks and merchants such as DBS Bank, ANZ, Maybank, JP Morgan, Mastercard, Lloyds Bank, Adidas, and Mango, to name a few.
AREAS OF EXPERTISE
EDUCATION &
CERTIFICATION
AWARDS
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Cross-Functional Collaboration
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Leading & Influencing Change
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Customer Satisfaction
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People Management
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Process Improvement
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Program Management
Bachelor Degree of Information Technology
University of Southern Queensland - Australia
Diploma With Merit: Manufacturing Engineering
Nanyang Polytechnic - Singapore
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COPC-2000 Registered Coordinator Certified 2005
2021 Compliance Champion Badge for ensuring business activities are performed in compliance with applicable policies, rules, regulations, and laws.
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2012 Exceptional Global Award for surpassing the HELP24 objectives and increasing the team's productivity by 30%.
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2012 All-Star Regional Award for dedication and support in building the strength of the HELP24
team in the Asia Pacific region and support for customer deals.
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2009 HP Technology Services Outliers Award for delivering 700K cost savings to reduce the cost of support for Out of Warranty Plotter products.
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2008 HP Asia Pacific and Japan High Flyer Award
for surpassing operational and financial results
in contact centers.
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2006 HP Award of Recognition for leadership in providing excellent support function.
CAREER HIGHLIGHTS
Enable the Sales team for EMEA
and North America regions to achieve 100% sales target through continuous process improvements in renewals, pipeline, and forecast analysis.
Championed Retail Payments Solution (RPS) program which accomplished 100% activation target for two consecutive years through cross-functional collaboration.
Business operations leader for Post Implementation Experience organization focusing on global employee engagement and cost savings initiatives.
Spearheaded cross-functional company-wide strategic project to transition and transform Customer Management activities and secured 300K funding to build a Customer Advocates team.
Expanded people management responsibilities, and consistently exceeded Service Levels for Priority 1, Priority 2, and Priority 3 goals (96%, 85%, 85%) year over year.
Led a team of Process Leads to drive regional programs on customer satisfaction and cost savings in the Asia Pacific and Japan region.
Enable efficiency, and effectiveness of global Sales organization to meet their sales targets and revenue goals through operational excellence.
60% reduction in sending cases to the Engineering team with an opportunity of 800K savings in support design analysis.
Delivered 500K cost savings in maintenance P&L and mitigated employees' job redundancies
Held three distinct leadership roles - began as a Senior Manager, moved into Acting Director, and then promoted to Director.
