SUMMARY

• Experienced in senior account management, business operations, and marketing for major Silicon Valley companies, including Lam Research, National Semiconductor, Siemens/Infineon, and Samsung.
• Repeatedly increased revenue and market share with systematic and customer - focused approach to business operations. Examples include 30% revenue and 150% market share increases at Samsung in one year.
• Managed numerous market channels: automotive, VARs, distribution, military, EMS, retail, and OEM.
• Recruited, trained, and managed up to 30 direct employees responsible for account management, customer service, sales operations, marketing, planning, and contracts management.
• Super-user on various ERP/CRM systems; managed upgrades; developed processes, procedures, and key performance indicators (KPIs).
• Awarded Vendor of the Year from AT&T while at National. Nominated for Sherman Fairchild award for outstanding customer service. Received awards from customers (e.g., NASA) for exceeding expectations.

PROFESSIONAL EXPERIENCE

Confidential, Mountain View, CA

Sr. Manager, Customer Support/Sales Support Operations

Responsibilities:

• Designed and implemented policies, processes, and procedures for WW organization, responsible for quote to cash process, including quotes generation, margin analysis, discounting, booking of orders, change orders and returns.
• Developed and sent out customer survey on survey monkey.
• Manage deals >$10M, price lists, special discounts, etc.
• Clean all of the Customer Master Data - over 20K records while adding in company acquisitions without creating duplicates and ensuring data fields are consistent to interface with other systems.
• Monitor Sales Forecast via SAP CRM, measure forecast accuracy and turn in revenue projection. Accuracy in the mid-90 percentile.
• Hired, trained, and developed thirteen (13) Sales Analyst to manage all regions managing over $80M+/Qtr.
• Managing standardized daily/month/quarterly reports for senior executives as well as report dashboard and KPI reports measuring OTD, Customer Satisfaction and monthly performance to SLA’s
• Drive continuous process improvement to achieve as measured by improved customer scorecards of 10% within 3 months and 20% in 1 year.
• Perform Contract Compliance, Margin analysis, response to all requests - same day
• Manage sales territory alignment/accounts, generate/track commission reports/performance.
• Established new quotation process.

Confidential

Director ustomer Support/Sales Support Operations

Responsibilities:

• Designed and implemented policies, processes, and procedures for WW organization, responsible for quote to cash process, including quotes generation, margin analysis, discounting, booking of orders, change orders and returns.
• Monitor Sales Forecast via Sales Force, measure forecast accuracy and turn in revenue projection. Accuracy in the mid-90 percentile.
• Hired, trained, and developed five customer service representatives to manage all regions.
• Managing standardized daily/month/quarterly reports for senior executives.
• Drive continuous process improvement to achieve as measured by improved customer scorecards of 10% within 3 months and 20% in 1 year.
• Developed KPIs for On-time Delivery, Customer Satisfaction, and Daily/Weekly Reports.
• Managing monthly/quarterly closes and forecast accuracy reports.
• Perform Contract Compliance, Margin analysis, response to all requests - same day
• Manage sales territory alignment/accounts and track commission performance
• Managing WW inventory at 3PL, VMIs, and Distribution to achieve at least 98% OTD
• Managing WW distribution inventory; POS report, stock rotations, ship from stock & debits, design registration.
• Developed and implemented Customer Service Processes/Procedures of medical device company.
• Developed, implemented, and trained users on new SharePoint site to streamline departmental efficiencies.
• Developed and implemented strategies to shift to a paperless environment.
• Developed new Crystal Reports to track Departmental KPIs and report to track contract compliancy, etc.
• Team Member for ERP upgrades and new module implementations.

Confidential, Morgan Hill, CA

Customer Service & Sales Administration Director

Responsibilities:

• Managed new pricing structure for all segments of audio electronics company: Custom Installers, Retail, Distributors, and End Users.
• Developed mailing lists for email blasts, coordinated trade show events, set up new website processes.
• Negotiated deals with retail channel, including Futureshop/Best buy, Fry’s, Amazon, Avad, etc.
• Recruited and managed WW Customer Support/Order Management and Sales Administration organizations.
• Developed KPIs, policies and procedures to streamline and document business processes.
• Member of the new website team, developed specification for seamless interface between website and ERP.
• Generated regular reports for marketing and sales management, modifying databases as needed.
• Managed new dealer contracts and pricing structures (B2C, B2B, Distributor, Custom Installers).
• Managed Sales Analysis/Reports and recommended new pricing structures.
• Developed and produced weekly and monthly reports, including booking, billing, forecast accuracy, commissions, standing orders, and promotion tracking.
• Recruited, trained, and managed seven customer service representatives responsible for worldwide quotations and order management from pre-order entry thru post sales.
• Managed all customer complaints and escalations as well as the allocation and leasing options process.
• Developed KPIs, policies, and procedures, which improved efficiencies (such as order accuracy) to 99.5%, while reducing overtime by more than 50%.
• Developed and produced weekly and monthly reports, including booking, billing, forecast accuracy, commissions, standing orders, and promotion tracking.
• Ensured correct customer billing; worked with customers to pay past due bills.
• Gatekeeper on special pricing to ensure contract compliance.
• Member of ERP upgrade team; developed as-is/should-be map for customer service and contracts functionality.
• Increased revenue per customer service rep from $11 to $13 million by developing new SAP functionality.
• Implemented Call Center software (Apropos) in Asia, which allowed for 24x7x365 support.
• Developed functional specifications, worked with ABAP programmers, developed test scripts, performed all testing, documented new functionality, and provide training to users.

Confidential, San Jose, CA

Senior Sales and Marketing Manager

Responsibilities:

• Managed pricing, forecasting, and allocations for global contract manufacturers, retail sales channel, and OEMs.
• Managed VARs Segment/Contract Manufacturing and Distribution, tracking OEM programs and market share; reported KPIs to executive management.
• Negotiated contract and managed private label business with Best Buy.
• Formulated business plan, customer profiles, forecasts, major RFQ/RFP and strategic plans to increase market share, resulting in more than 30% annual revenue improvement.
• Managed revenue of $10M per month verifying order accuracy, which increased sales and market share.
• Trained two sales rep organizations and three new inside sales employees.
• Implemented and managed an Ecommerce site to sell memory modules to the VAR/Reseller channel.
• Increased revenue to $10M in less than two years by negotiating pricing and developing customer loyalty.
• Developed Intranet for sales force, containing presentation materials and standard contract templates.
• Worked with Marcom to develop direct mail, data sheets, and other collateral.
• Managed day-to-day tactical marketing responsibilities including product presentations, forecasting, contract negotiations, pricing of special requirements, and completion of FARs/DFARs paperwork.
• Managed all Distribution inventory, POS, design registrations, etc.
• Manage NPI and EOL processes.
• Increased revenue from $45M to $65M with effective management of new product introductions.