Linda Ang
Associate Sales Support Manager
Setia Alam
Summary
Results-oriented Sales Support Manager offering 10 years experience in the business processing operation field. History of implementing successful improvements to department and leading changes by example. A people leader who posses creative strategies .
Overview
15
15
years of professional experience
11
11
years of post-secondary education
3
3
Languages
Work History
Associate Sales Support Manager
Concentrix Malaysia Sdn. Bhd.
2 2022 - Current
- Oversee the daily operation of a quoting team for Latin America region
- Ensuring team production and accuracy comply to SOP and complete within contractual time frame.
- Work with cross-department/functional team effectively when necessary to have special project completed within deadline.
- Analyze operational issues, recommend and implement improvement plan to maximize the efficiency and productivity of the team
- Liaise with customer to ensure production meeting client's expectation and to understand client's latest direction and development need.
- Achievement(s) :
- Created a collaborative environment in the team by creating a team group chat in Microsoft Teams and have frequent huddle for team to express idea of improvement , to get solution whenever encounter issue when processing task . The team is well aware of the company direction and are always updated with the latest process change.
- Through continuous communication , sales is currently more adherence to process and SOP .
Associate Sales Support Manager
Service Source International (M) Sdn. Bhd.
05.2019 - 02.2022
- Oversee 3 different functional team simultaneously in the Asia Pacific region
- Directly liaise with external stakeholder and manage stakeholder's expectation
- Proactively review existing process and recommend improvement idea to stakeholder
- Provide advice to client on process prior to new activity or enhancement are being implemented in the existing project
- Monitor team's efficiency and production accuracy to ensure it is meeting client's expectation
- Achievement(s):
- Improve team's accuracy rate to 99% by analyzing root cause then providing refreshing training and coaching to team member
- Successfully transform manual mailbox order processing method to case auto generate in Salesforce CRM via mailbox management apps
- Enhance team members' capability from being able handle single country process to being able process multiple countries task
- Manage the transition of 2 client operated projects and successfully launched internally to process the end-to-end activities.
Operation Service Specialist
Service Source International (M) Sdn. Bhd
02.2017 - 05.2019
- Generate quotation and process order in client system for Near Point of Sales market in Asia Pacific
- Achievement(s): Being appointed as internal Lifecycle Coordinator to oversee team and ensure team is meeting SLA
- Proactively initiate communication between sales team and distributors to understand the process flow then match against client's ordering process so that the transition period can be shorten during the implementation of a new process for operation team to take over sales role
- Increase team efficiency by taking initiative to review the new enhancement in client system and manage to shorten the order processing time from 20 min to 15 min.
Quality Assurance Personnel
Service Source International (M) Sdn. Bhd.
10.2016 - 02.2017
- To perform real time and offline audit check on quotations and orders that processed by operation team
- To strategize improvement plan together with managers for team members who are unable to pass accuracy check
- Generate quality report for management and client.
Operation Service Specialist
Service Source International (M) Sdn. Bhd.
10.2012 - 10.2016
- As a sales support to support the After Point of Sales market for Europe countries (Oct 2012-Nov 2015) and Asia Pacific (Nov 2015-Oct 2016) by generating quotations and processing orders in client system
- Attend to details to ensure integrity and accuracy of quotations and orders is aligned with client expectation and process in the CRM system
- Achievement: Being appointed as mentor to train new team member
- (Nov 2014 - Nov 2015)
System Support Executive
Tonik Asia Group Sdn. Bhd.
12.2010 - 09.2012
- As a system administrator, to be responsible for the company's CRM system (Salesforce) and also to function as a system helpdesk to all employees
- Coordinate with system vendor to ensure system is customized according to company's need
- Setting up new policies and communicate between branches and head office management
- Ensure new and existing clinics comply to new policies through using new CRM system
- Provide training to front counter staff and constantly improve their system knowledge as well as company clinic SOP
- Achievement(s): Successfully implement CRM system in all clinics in the organization and also successfully transform clinic that operate in concurrent system to solely CRM system
- Train up all 13 branches front counter staff to be able to operate CRM system
- Work together with vendor to Increase reporting efficiency from generating report manually through excel to CRM real time reporting system.
Customer Service Cum Clinic Administrator
Tonik Asia Group Sdn. Bhd.
05.2009 - 12.2010
- Served 2 roles in the organization, as a clinic administrator and front counter staff
- Ensure smooth operation in the clinic and perform daily administrator work
- Attend to patient's and doctor's need
- Interpreting for doctors and patients
- Achievement: Being able to attend to high volume of patients from different nationalities and at the same time cater for the need of 3 chiropractors, 2 physiotherapists and 1 orthopedic on top of daily administrative work.
Education
Master of Business Administration - Business
University of Strathclyde
Kuala Lumpur Feb.2014 - Sep.2020
Bachelor of Art - Interpreting & Translation (English - Chinese)
University of Western Sydney
Sydney , Australia 06.2003 - 04.2008
Skills
Multitasking, had the experience of taking up different roles simultaneously
Able to resolved escalated issues from client at the earliest time
Great interpersonal and communication skill of being able to work cross- functional / cross -department ie sales team, finance team , IT team in order to generate their best result for sales to achieve target
Able to adapt to rapid change of working environment
Able to optimize company resources to maximize productivity
Able to communicate effectively to prevent conflicts and also to resolve it when they arise
Personal Information
Notice Period: 2 months
Timeline
Associate Sales Support Manager
Service Source International (M) Sdn. Bhd.
05.2019 - 02.2022
Operation Service Specialist
Service Source International (M) Sdn. Bhd
02.2017 - 05.2019
Quality Assurance Personnel
Service Source International (M) Sdn. Bhd.
10.2016 - 02.2017
Master of Business Administration - Business
University of Strathclyde
Feb.2014 - Sep.2020
Operation Service Specialist
Service Source International (M) Sdn. Bhd.
10.2012 - 10.2016
System Support Executive
Tonik Asia Group Sdn. Bhd.
12.2010 - 09.2012
Customer Service Cum Clinic Administrator
Tonik Asia Group Sdn. Bhd.
05.2009 - 12.2010
Bachelor of Art - Interpreting & Translation (English - Chinese)
University of Western Sydney
06.2003 - 04.2008
Associate Sales Support Manager
Concentrix Malaysia Sdn. Bhd.
2 2022 - Current