JULIANA RAHMAD

Enable efficiency, and effectiveness of global Sales organization to meet their sales targets and revenue goals through operational excellence in partner operations, market expansion, and Commercial Risk Officer responsibilities.

Enable the Sales team for EMEA and North America regions to achieve 100% sales target through continuous process improvements in renewals, pipeline, and forecast analysis.

Championed Retail Payments Solution (RPS) program to maximize customers' utilization of the payment solutions and secured renewals and continued expansion.

• The program accomplished a 100% activation target for two consecutive years through cross-functional collaboration with the Product, Engineering, and Marketing teams.

Business operations leader for Post Implementation Experience organization focusing on global employee engagement and cost savings initiatives.

• Pause/Innovate/Engage employee engagement initiative drew 100% employee participation.
• 60% reduction in sending cases to the Engineering team with an opportunity of 800K savings in support design analysis.

Relocated to the United Kingdom to lead the Global HELP24 technical support team for retail payments, fraud management, and merchant solutions globally

• Delivered 500K cost savings in maintenance P&L and mitigated employees' job redundancies
• Spearheaded cross-functional company-wide strategic project to transition and transform Customer Management activities and secured 300K funding to build a Customer Advocates team.

Expanded people management responsibilities in Global HELP24 with additional 6 technical support teams in Malaysia, bringing a total of 20 technical analysts and promoted to Asia Pacific senior management escalation point

• Held three distinct leadership roles - began as a Senior Manager, moved into Acting Director from March through July, and then promoted to Director in August
• Consistently exceeded Service Levels for Priority 1, Priority 2, and Priority 3 goals (96%, 85%, 85%) year over year.

Hired as Asia Pacific regional lead for Global HELP24 organization with a team of 5 technical analysts supporting retail payments solutions

• Significant improvement in Customer Satisfaction Top 2 results year over year [2010: 70%, 2011: 78%, 2012: 83%], (HP)

HP is a multinational information technology company that developed and provided hardware components, software, and related services to consumers, small and medium-sized businesses (SMBs), and large enterprises.

Oversees 150 employees across Southeast Asia countries (Singapore, Malaysia, Indonesia, Thailand, and Vietnam) – 50 permanent employees, 100 outsourced staff managed by partners, and 10 managers as direct reports.

Led a team of Process Leads to drive regional programs on customer satisfaction and cost savings for Imaging and Plotter support in HP contact centers in the Asia Pacific and Japan region.