Pia Doan
Kua Lumpur - Malaysia
Summary
Hardworking and driven sales management professional equipped to revitalize sales operations and align procedures to maximize profits and client acquisition. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted leader with analytical and diligent approach to building and leading strong teams.
Focused Sales Manager committed to motivating others and offering extensive knowledge penetrating new territories and promoting product lines. Highly effective mentor driven to assess individual and group performance to implement improvements and set goals. Determined individual with background in establishing and nurturing lucrative partnerships.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Sales Manager & Marketing
Webhelp Malaysia
01.2023 - Current
- Focus region APJC: Greater China, Korea and Japan
- Meets marketing and sales, financial objectives by forecasting requirements; preparing training plans following events/campaigns; scheduling expenditures; analyzing variances; initiating corrective actions.
- Directed the hiring, training, and performance evaluations of marketing and sales staff and oversaw their daily activities and KPIsand objectives and set clear expectations about policies and procedures.
- Prepared and managed annual marketing campaign review, implementation of technology stacks (CRM, Marketing Automation Tools).
- Maintain sales volume, upsell-crosssell plans, training plan schedules. Content Review, Sequences performance reports.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Manage the month-end and year-end close target.
- Established and cultivated solid business relationships with new or existing customers.
- Managed a team of Sales Development Reps that focused on personalization and multi-channel outreach through email, social selling, phone, and direct mail.
- Created and directed sales training and development courses to enhance team skills and performance.
- Created professional sales presentations to creatively communicate product quality and market comparisons.
- Created strategic sales plans, designed to increase sales, customer loyalty and market awareness.
- Create and execute a strategic sales plan that expands our customer base and extends the company's global reach.
- Identify knowledge gaps within the team and develop plans for filling them
- Engage with Marketing for upcoming campaigns, architecture/products focusing, and target achievement plan.
- Ensure that company quotas are met by holding daily check-ins with the sales team to set objectives and monitor progress.
- Work with internal departments such as the Marketing or Product teams to engage audiences and clients more deeply.
- Proactively pursue new business and sales opportunities
- Be a brand ambassador and always reflect company values.
- Conducted interviews and hired ideal candidates to complement workforce.
Sales Development Representative & Marketing
Webhelp
09.2020 - 12.2022
- Liaised with potential customers to determine needs and provide recommendations.
- Demonstrated perseverance, dedicated cold calling and exceptional service to land new customer accounts.
- Maintaining, Building and Retaining healthy business relations with clients to generate more business from existing clients.
- Responsible for all internal and external communication. Budget, communication, marketing- and media strategies and policies.
- Vendor/Partner Locator, Researching, Sequence translations; Campaign report.
- Monitor trends, Sales Season, competitors’ activities.
- Submitting proposals, making presentations, handling questions and negotiating in closing the business.
- Delivering high-quality support to the Marketing Team, taking on project work, assisting with campaigns, events and management reporting
- Developed advanced understanding of products and services to react to customer objections, competitive questions, and other FAQs.
- Exceeded sales quotas and obtained high-profit margins by using unique strategies to sell products.
- Researched new products, market trends and technology to stay abreast with latest updates.
- Studied competitors to identify next strategies and areas requiring improvement.
- Maintained comprehensive brand and product knowledge to maximise sales opportunities and meet set targets.
- Participated in sales training and workshops to amplify skills and leverage productivity.
- Used social media platforms to reach out to prospective clients and cultivate strong ties.
- Developed engaging sales pitches to promote products and services of company.
- Follow up on Marketing-generated leads to qualify them for potential Sales opportunities
- Create, manage and drive all inbound leads to Sales acceptance
- Collaborate with Marketing in executing various demand generation campaigns
- Build prospect target list for inside and field using tools, research and segmentation
- Acquire, update and maintain contact information within the CRM, providing the account team with information to ensure opportunities are understood and next steps are clearly identified
- Utilize and leverage internal and external technology to identify, develop and manage marketing leads effectively
- Meets or exceeds the lead targets associated with the position
- Collaborates with sales and management to build a qualified pipeline of prospects
Process Associate
IGT Solution
03.2020 - 07.2020
- ProcessAssociate/SME/QualityAssuranceAirlineProject
- Finance processing, contact follows policies provided daily by the client as requested.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Protected data using robust backup and security methods while following GDPR regulations.
- Identified and resolved process issues to drive optimal workflow and business growth.
- Resolved customer concerns and boosted retention by offering thorough problem solving and active listening.
- Identified bottlenecks, process weaknesses and obstructions through organisation-wide assessments.
- Demonstrated enhanced systems and dashboards for users to establish streamlined and efficient processes.
- Presented reports and solutions to clients and management team members with compelling communication style.
- Managed CRM data to create useful and accurate databases driving growth and excellent service levels.
- Implemented new policies by applying knowledge of key legislation and organisational processes.
- Used business process management software to model and execute optimised workflows.
- Processed transactions and updated financial records using CRM and accounting systems with precision.
- Achieved targets by handling queries promptly and sharing comprehensive product knowledge.
- Identified production flaws, conducted root cause analysis and worked on quality assurance to resolve issues.
- Compiled process reports to analyse and drive improvements across operations.
- Built Excel spreadsheets with formulas and pivot tables to collate and navigate large datasets.
- Designed clear and compelling reports by writing precise copy and creating data visualisations.
- Collaborated with finance team to collect and monitor reliable budget data for forecasting and performance tracking.
Customer Support Associate
DXC Technology
01.2018 - 03.2020
- Installed and set up applications for clients, including anti-virus software and Microsoft office.
- Addressed and resolved SLA issues promptly using an OTRS system.
- Conducted training sessions with customers to demonstrate software updates, new systems and hardware.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Monitored RTP streaming on live calls to improve user experience.
- Used remote access to navigate and link to customer computers.
- Logged and completed reports to submit technical details to management.
- Managed daily server backups on computers to avoid data loss from computer malfunctions.
- Kept computer hardware in excellent working condition through regular maintenance and inspections.
- Designed and perfected data recovery strategies to manage unexpected data loss or theft.
- Kept detailed records of new installations and related licenses.
- Followed user guides and technical manuals to complete skilled repairs.
- Installed new hardware and software to meet system specifications and user needs.
- Educated service users on new software updates and system capabilities.
- Upgraded hardware promptly to minimise service disruptions.
- Updated software for new functionality and improved security.
- Performed recovery operations to restore systems following failures.
- Resolved service user requests within target timeframes.
- Communicated ICT disruptions to staff regarding installations, upgrades and outages.
- Identified system performance issues, providing swift remedial action.
- Set up new workstations for users with proper cables, equipment and software.
- Monitored computer system performance and intervened in identified problems.
- Investigated reports of system errors to try to reproduce problems and trace faults.
- Documented actions taken using work order system within ServiceNow, Teamviewer..etc
- Conducted tactical troubleshooting to identify faults.
- Backed up servers regularly to reduce data loss.
- Entered comments to control system operation, verify functionality and detect errors.
- Configured networks to meet performance requirements.
- Instructed teams on ICT safety and security policies.
Guest Experience Manager
Merci Vietnam
03.2017 - 01.2018
- Prepared and managed annual budgets to achieve set guest satisfaction objectives and goals.
- Remained available and accessible for customers to address concerns and help improve guests experience.
- Created training manuals and materials to help staff members exceed in each individual role.
- Kept up-to-date with latest industry trends and recommended relevant insights to senior management to keep best possible guest experience.
- Organised regular training programmes for guest experience team members to enhance guest service skills.
- Coordinated weddings, conventions, conferences and other special events, helping to keep events running smoothly.
- Managed budgets for food and beverage costs, staff costs and other guest experience items.
- Built and maintained strong working relationships with colleagues across departments, demonstrating excellent communication skills.
- Monitored guest feedback to identify trends and areas for improvement, developing suggestions to improve guest satisfaction.
- Set challenging but achievable goals and objectives for department to keep high standards.
- Monitored guest service team performance, setting targets to maximise quality standards of service.
- Assisted with staff rota to keep adequate staff cover at all times, contributing to hiring new employees when required.
- Developed marketing strategies to promote company brand and upsell additional services to existing guests.
- Developed and distributed standards and guidelines for staff members to follow when providing service to guests.
- Assisted in hiring, training and supporting guest experience team members to provide flawless guest service.
- Utilised customer relationship management (CRM) tools in coordinating and monitoring guest experience operations.
- Customised guest experiences, informing guests of relevant hotel amenities on offer to increase customer satisfaction.
- Retained professional, polite and friendly manner for all guests, responding swiftly to any concern or request.
- Supervised guest experience team to confirm interaction with customers reflected positively on company.
- Handled and addressed customer complaints, transmitting to hotel manager with recommended resolutions.
Finance Executive
Mekong Merchant Vietnam
05.2016 - 04.2017
- Coordinated monthly, quarterly and end-of-financial-year reconciliations.
- Tracked and logged expenses, ensuring spending remained within approved budgets.
- Established and maintained productive client relationships.
- Prepared management accounts and budget-holder reports, identifying significant trends and variances.
- Updated company financial policies and procedures to enhance internal control over accounting and other management systems.
- Carried out business modelling and risk assessments to identify potential pitfalls before they happen.
- Trained and mentored junior finance team members in accounting processes to enhance overall team performance.
- Processed refunds and exchanges, documenting reasons for returns for audit and accounting purposes.
- Distributed money to cashiers at shift start, collected till contents at end-of-shift and arranged for secure storage of cash to prevent losses.
- Helped store management with developing promotions by suggesting approaches based on sales trends and customer requests.
- Assessed cashier performance, offering assistance in resolving cash handling and customer service issues.
- Handled customer disputes and complaints by offering solutions aligned with company's best practices.
Assistant Store Manager
CandyMade
10.2014 - 12.2015
- Prepared sales reports and reconciled accounts with strong finance management skills.
- Processed cash and card payments efficiently, returning change with absolute accuracy.
- Enthusiastically interacted with customers and executive leaders to boost sales and team morale.
- Fostered positive relationships with customers and suppliers.
- Led teams in planning, implementation and execution of merchandising and operating initiatives.
- Managed sales records, reconciled cash and made bank deposits while performing store opening and closing duties.
- Empowered sales team to maximise sales revenue and exceed corporate goals.
- Delivered quality service with friendly and professional demeanour.
- Trained and supervised team to deliver on store sales targets.
- Delegated work based on sales targets and individual employee strengths.
- Completed audits and risk assessments to achieve regulatory compliance.
- Scheduled store shifts using retail scheduling software.
- Addressed customer issues to guarantee swift and successful resolution.
- Generated repeat business through exceptional customer service.
- Managed cash and reconciled tills with rigorous security measures.
- Designed and implemented practices to boost customer satisfaction metrics.
- Developed new promotions and product lines to exceed sales targets.
- Revamped store appearance and displays to reflect seasonal trends and promotions.
- Performed key-holding duties by managing cash drawers, site security and timely opening and closing.
- Prioritised in-store sanitation, safety and health by raising standards and conducting regular inspections.
- Briefed team on product and promotion changes to support upselling.
Education
Bachelor of Business Administration - Hutech
Business Administration
Marketing
Customer Service
Hospitality
- BA - StrongPass Graduate
Skills
Coaching and Mentoring
Profit and revenue-generating strategies
Sales expertise
Key account development
Cross-cultural sales background
Sales territory growth
Customer rapport
Performance tracking and evaluations
Continuous improvements
Business planning
Excellent communication skills
Team oversight
Sales operations
Effective Retail Sales Manager
Compelling leadership skills
Recruiting and hiring
KPI Tracking
Sales Planning
Lead Generation
Business Planning
Solution selling
Market Research
Sales team training
Goal Setting
CRM Software
Accomplishments
- Growth Achievements QD-QSO QoQ
- Growth Achievements PD-QD QoQ
- Top 5 Sales Development Representative 2022
- Matter-Solver Super Star
- L1 & L2 - IT Global Service Desk
FY23Q3: JPN 2%, KOR 42%
FY23Q4: GC 23%, JPN 7%
FY24Q1: GC 9%, JPN 22%
FY23Q3:JPN 9%, KOR 9%
FY23Q4: GC 3%, KO 4%
FY24Q1: JPN 4%
Languages
Vietnamese
First Language
English
Advanced
C1
Timeline
Sales Manager & Marketing - Webhelp Malaysia
01.2023 - Current
Sales Development Representative & Marketing - Webhelp
09.2020 - 12.2022
Process Associate - IGT Solution
03.2020 - 07.2020
Customer Support Associate - DXC Technology
01.2018 - 03.2020
Guest Experience Manager - Merci Vietnam
03.2017 - 01.2018
Finance Executive - Mekong Merchant Vietnam
05.2016 - 04.2017
Assistant Store Manager - CandyMade
10.2014 - 12.2015
Hochiminh University of Technology - Bachelor of Business Administration, Hutech