Rebecca Lau
Business Analyst| Sales Operations
Summary
· Seasoned corporate talent with 25 years of combined experience in the corporate world and operating small businesses.
· 22 years in multinational corporation at IBM in diverse sales operations, financial analyst and business analyst roles, providing comprehensive support to teams across Malaysia, Singapore, Australia/New Zealand, ASEAN, and Asia Pacific.
· Expertise in business operations management includes executing processes, conducting performance gap analysis, and enhancing revenue and profit performance.
· Proficient in advanced Microsoft Excel, PowerPoint, Word, and Power BI, with strong ability to transform complex raw data into actionable insights through detailed reporting and analysis for strategic decision-making.
· Currently a successful small business owner in retail environment.
Overview
25
25
years of professional experience
Work History
Business Owner
Awesome GI Services
SHAH ALAM, Selangor
06.2023 - Current
- Currently operating 2 businesses:
o Printing business in shopping mall.
o Vending machine business in colleges/universities and factories.
• Established strong customer relationships through excellent communication and attentive service.
• Consulted with customers to assess needs and propose optimal solutions.
• Pioneered customer feedback system, utilizing insights to refine products and services continually.
• Market research for new market trending and customer requirements.
• Employee and stock management.
Senior Business Advisor
Kyndryl/ IBM
07.2016 - 05.2023
- Meaningful 22-year career starting that started with Sales Operation for IBM and subsequently supporting various geos and groups across ASEAN. IBM spun off its legacy IT Infrastructure services business to Kyndryl, separating it from IBM's core Cloud and AI business in November 2022 and role continued.
- Provides Business Operation support to the Australia Sales Team in day-to-day management through business process execution, performance gap analysis, reporting, consolidation, analyze signings, revenue and profit performance.
- Weekly prep and consolidation support for Business Review
- Manage weekly Sales initiatives tracking and forecasting and deals review.
- Consolidate of country weekly submissions, Revenue, roadmap and transaction
- Publish weekly Sellers Scorecard and analyses.
- Work with team on call-to-action to address gaps.
- As a trusted advisor and providing insights and recommendation across the business.
- Provide centralized Management Reporting capability service
- Fine tune existing reports and create new report to support the Cadence process and cycle.
- Develop operational plans for sellers/practitioners and drive effective reviews of forecasts, results, shortfalls and remedial action plans.
- Drive maintenance and improvement of the sales pipeline quality
Financial Analyst, Real Estate Site Operations
02.2015 - 06.2016
- Lead, coordinate and consolidate annual budget and monthly measurement, forecast, planning and analysis.
- Provide financial support in achieving a disciplined budget, forecast and measurement process for expense, resources and capital.
- Provide meaningful management packages, thoughtful analysis and recommendations to business unit, CFOs, line management and HQs department.
- Liaise and work closely with the region managers, financial planners, operations, capital and fixed asset teams
- Review monthly actual and forecast with the region team.
- Provide monthly variance explanation to forecast, budget and YTY
- Analyze trends and identify significant changes due to the industry dynamics or accounting policies.
ASEAN Sales Coverage & Transformation
04.2013 - 02.2015
- Centre point of contact for Sales Team on Quota, ensure agreed Resource Allocation and transformation initiatives are deployed to support the shift of resources to the right opportunities for growth and seller productivity.
- Optimise sellers through territory optimisation and seller loading (Territory Optimization deployment/destacking)
- Data analyst role for ASEAN Sales Coverage team - analyze and deliver weekly reports to the management team.
ASEAN Sales Management Support for Enterprise
01.2012 - 03.2013
- Weekly prep and consolidation support for Business Review
- Manage weekly Sales initiatives tracking and forecasting, deals review.
- Lead Management
- Understand, assess impact of and cascade key announcements.
- Publish weekly Sellers Scorecard and analyses.
- Work with team on call-to-action to address gaps.
- Manage new adhoc requests.
- Finetune existing reports to Support the Cadence process and cycle.
- Provide Revenue analysis, Set Revenue and Signings budget and target the ASEAN country
- Leads activities to support sales leaders in developing business strategies to identify challenges and drive improvements.
- Drive maintenance and improvement of the sales pipeline quality
ASEAN Sales Management Support Geo Expansion
01.2010 - 12.2011
- Weekly prep and consolidation support for Business Review
- Provide weekly Geo Management metrics and highlight area for improvement to the Geo Team
- Consolidate of country weekly submissions, Revenue, roadmap and transaction
- Publish weekly Scorecard on Branch Performance to the management and sales team
- Work with team on call-to-action to address gaps.
- Manage adhoc requests
- Provide Geo Revenue performance and analysis, set revenue and Signings budget and target the country
- Set up management system for ASEAN Geo Expansion
ASEAN Complaints Management Lead
01.2009 - 12.2009
- Coordinates and engages with each country's appointed Resolution Owners for complaints to ensure that there are progress on resolutions and appropriate updates are made in CMT.
- Support all countries in this process through administration, support and monitoring of the IBM WW Complaint Management Tool (CMT) and any channels of clients' feedback.
- Ensure that the correct resources are assigned promptly to manage each complaint until client's issues have been fully addressed.
AP Sales Operations Analyst
08.2008 - 12.2008
- Weekly prep and consolidation support for Business Review
- Lead Management
- Prepare, publish and analyze weekly Sales Pipeline report to the management team
- Work with team on call-to-action to address gaps.
- Manage new adhoc requests.
- Finetune existing reports to support the Business review.
ASEAN Sales Management Information
11.2003 - 07.2008
- Generate and disseminate standard weekly reports and data to support weekly cadence.
- Analyze, understand and interpret reports to the management team.
- Highlight root causes and areas of concern to the management team.
- Recommend action plans to the management team in order to meet objectives and initiatives.
- Provide business insights to drive towards the achievement of revenue targets and market share.
- Provide new standard reports where required. Amend and improve existing reports and packages with the objective of making reports more useful, informative, and readable.
- Provide revenue and gap analysis
- Drive and Promote Resource Optimization - Track, analyzed and produced sales optimization reports, sales productivity and sales alignment.
Sales Operations Specialist
03.2001 - 10.2003
- Centre point of contact for Sales Team on Quota.
- Identify & Offload non-selling pre-sales activities :
- Pricing, customer number creation, opportunity management, proposal, installed base, credit check.
- Support and assist Country Sales Operations initiatives and deployment in line with regional initiatives.
- Improve overall efficiency and effectiveness of sales operations to improve “speed to market” and customer engagements.
- Drive and Promote Resource Optimization - Track, analyzed and produced sales optimization reports, sales productivity and sales alignment.
Education
Bachelors - Marketing
Upper Iowa University
01.2000
Skills
Customer service
Accomplishments
- Feb 2002 : Bravo Award - Contribution to the balance growth of ASEAN/SA SPC in 2001.
- July 2002 : Bravo Award – Shown strong teaming in 2Q02 when the team requires support and assistance.
- Jan 2003 : One Team Award - Contribution to Takaful Nasional project.
- June 2005 : Bravo Award – A sterling performance and unwavering commitment to the ASEAN/SA Management and Sales Management Information Team.
- July 2005 : Bravo Award – In recognition for the excellent work performance in assuming additional responsibilities and delivering quality results.
- Apr 2006 : Excellence Award – In recognition of Outstanding Achievement in 2005.
- Apr 2008 : HPC – In recognition of Outstanding Achievement in 2007.
- Used Microsoft Excel to develop report from raw data and management team used it for weekly review with ASEAN Country.
Timeline
Business Owner
Awesome GI Services
06.2023 - Current
Senior Business Advisor
Kyndryl/ IBM
07.2016 - 05.2023
Financial Analyst, Real Estate Site Operations
02.2015 - 06.2016
ASEAN Sales Coverage & Transformation
04.2013 - 02.2015
ASEAN Sales Management Support for Enterprise
01.2012 - 03.2013
ASEAN Sales Management Support Geo Expansion
01.2010 - 12.2011
ASEAN Complaints Management Lead
01.2009 - 12.2009
AP Sales Operations Analyst
08.2008 - 12.2008
ASEAN Sales Management Information
11.2003 - 07.2008
Sales Operations Specialist
03.2001 - 10.2003
Bachelors - Marketing
Upper Iowa University