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Work Background
HPSpecial Pricing Analyst
Jan. 2023Amstelveen, North Holland, NetherlandsProject and Change Management: • Transitioned all client data from Poly to HP by onboarding partners and delivering comprehensive training, which resulted in 100% data accuracy, uninterrupted business continuity, and minimal operational disruptions throughout the process. Client Relationship Management: • Acted as the single point of contact for the sales team and organization across the EMEA region, managing change requests and customer queries, resulting in a 20% improvement in client response time and strengthened client relationships through proactive communication. Operational Management: • Managed day-to-day operations for key customers, ensuring service levels were consistently met and maintaining high standards of service delivery, which led to a 15% increase in customer satisfaction and overall operational efficiency. Escalation Management: • Proactively handled escalations, resolving 95% of issues within designated SLAs, maintaining customer satisfaction targets and showcasing strong conflict resolution skills.
Account Reviews: • Led operational account reviews, efficiently coordinating internal and external resources, and providing customers with consulting on new products and services, aligning with successful change management. Customer Experience Management: • Supported Total Customer Experience management, meeting customer satisfaction targets through seamless service delivery and proactive client engagement. Data Tracking: • Captured and analyzed service delivery metrics, identifying areas for improvement and utilizing MS Office and Excel to streamline reporting processes.
PolyReseller Sales Support Specialist
Sep. 2021Hoofddorp, North Holland, NetherlandsClient Relationship Management: • I ensured 100% compliance with CRM requirements by efficiently managing incoming partner applications, resulting in streamlined onboarding and stronger partner relationships. • Acted as the primary contact for client communications, enhancing trust and improving client satisfaction by resolving service interactions efficiently. Data Integrity: • Maintained data integrity for partner records in CRM, ensuring accurate and up-to-date client contract obligations, which improved data reliability.
Key Partner Support: • Supported key partners with partner portals and PRM, assisting with profile, user record, and certification management, contributing to a more seamless partner experience. Service Program Management: • Managed partner program performance through regular audits, resulting in a 10% increase in program compliance and overall partner satisfaction. • Proactively managed partner transitions between levels, ensuring smooth progression and driving continuous improvement through detailed reporting and analysis. Deal Registration Management: • Reviewed and processed over 150 deal registration submissions per quarter, ensuring compliance with program requirements and reducing approval times by 20%. • Managed operational risks and escalated issues in a timely manner, minimizing disruptions and improving resolution efficiency. Business Reviews: • Delivered insightful dashboards and KPIs for business reviews, supporting Channel Leaders and Distribution Managers in making more informed strategic decisions. Training: • Trained the EMEA Partnering Team on tools and processes, improving team efficiency and enhancing their ability to support partners effectively. • Provided tool training to partners on the Poly Partner Portal, boosting platform usage and collaboration with technical delivery leads.
PolyGlobal Sales Support Specialist
Mar. 2020 - Aug. 2021Hoofddorp, North Holland, NetherlandsCommercial Excellence & Business Operations: • Drove commercial excellence by collaborating with Sales Leaders to optimize business operations, resulting in a 15% increase in sales performance over 12 months. • Analyzed cross-functional datasets to inform strategic decisions, improving business performance reviews and operational outcomes. Process Improvement & System Optimization: • Led initiatives to improve business processes, driving operational efficiencies across multiple organizations and reducing process bottlenecks by 20%. • Spearheaded Salesforce CPQ system optimization, boosting sales productivity and enhancing operational efficiency, contributing to a 10% reduction in quote turnaround time. CPQ & Salesforce Expertise: • Acted as a subject matter expert in Salesforce CPQ, improving sales processes and quote management accuracy, leading to a 25% improvement in quote-to-order conversion. • Conducted comprehensive CPQ test plans to refine functional requirements and product designs, proactively addressing issues and streamlining system performance. Sales Operations & Quote Maintenance: • Ensured data integrity and sales process accuracy through meticulous quote maintenance, enabling smoother sales operations and more reliable forecasting. • Enhanced sales productivity by optimizing quote maintenance, which resulted in faster sales cycle times and improved customer satisfaction.
Booking.comAccount Executive
Apr. 2019 - Nov. 2019Amsterdam Area, NetherlandsStrategic Partnership Management: • Excelled in leading the introduction and market launch of B2C services across diverse regions including Europe, Africa, and the Middle East, showcasing an ability to navigate complex market dynamics and foster collaborative success. • Guided B2B partnerships through their lifecycle, strengthening relationships and contributing to long-term post-launch success. Training & Development: • Designed and delivered comprehensive training programs, improving partner satisfaction and increasing platform adoption by over 20%. • Enhanced team efficiency by training Market and Area Managers, resulting in faster task completion and reduced error rates. Quality Assurance & Feedback: • Introduced quality control protocols that improved product offerings and led to notable enhancements in partner performance and sales strategies. Communication & Liaison: • Provided strategic advice to international partners, boosting business development outcomes and operational efficiency. • Reduced inquiry resolution times by 30%, enhancing user experience and increasing partner satisfaction. Project Management: • Consistently delivered projects on time by achieving key milestones, contributing to a 95% project completion rate within agreed timelines. Operational Leadership:
Led operational teams to maintain and update partner content, ensuring accurate and compelling information that drove higher engagement on the platform.
CapitaAccount Manager
Aug. 2017 - Dec. 2018Cheltenham, England, United KingdomSales Excellence & Relationship Management: • I exceeded sales targets by cultivating strong customer relationships, which led to a 15% growth in insurance product sales, significantly enhancing market share. Customer Support & Service Delivery: • I ensured a seamless customer experience by resolving inquiries efficiently, reducing issue resolution time by 30%, which strengthened customer satisfaction and loyalty. Problem Resolution: • I resolved customer complaints by implementing swift investigative procedures, improving resolution speed which fostered stronger trust and customer retention. Due Diligence & Data Integrity: • I ensured financial record accuracy by conducting thorough due diligence on accounts, improving data integrity which reduced errors and upheld regulatory compliance.
SodexoSupport Team Executive
Oct. 2008 - Aug. 2017Cheltenham• Managed Accounts Payable process from invoice processing to accounting close support, showcasing financial expertise.
• Expertly reconciled supplier accounts, resolving inquiries and maintaining positive relationships.
• Collaborated with management on project completion within tight budgets and timelines, demonstrating strong project management skills.
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