Karen Ng

From Jan 2018 to Apr 2023 as Sales Operations Manager - Asia Pacific:

• Supervised team of 3 team members in supporting Asia Pacific region.
• Build strong relationships with Sales leaders and partner with them to structure and operationalized large and complex deal.
• Work with Revenue Recognition, Collections, Deal Desk and Legal on contract issues and provide guidance on contract negotiation.
• Take the lead on escalations from customer, requiring sound judgment in resolving issues and/or making recommendation.
• Ensuring execution of orders within SLA and are in compliance to revenue & company policy.
• Provide quote lifecycle training to Sales team.
• Contributes ideas and innovations to improve upon existing systems, work processes and procedures.
• Create and update internal departmental Policies and knowledge articles.
• Participate in projects involving technical and financial concepts providing recommendations as well as other ad hoc initiatives.
• Working closely with Sales and Collections to assist resolution to customer billing investigations and disputes to minimize attrition
• Challenging legacy policies and procedures that complicate quote, order, invoice, credit, commissions, and revenue processing, understanding the flexibility for change, and formulating creative solutions or workarounds based on that analysis.
• Responsible for monthly audits on large transactions to ensure SOX compliant.
• Share best practices and provide cross-training for team members to enhance the quality and efficiency of support and contribute to the knowledge base.
• Establish relationship with Renewal, Customer Success, Collections, Compensation, Revenue Recognition, Deal Desk, Legal and other internal resources as appropriate.

From Nov 2014 to Dec 2017 as Senior Sales Operations Supervisor - APAC.

From Mar 2012 to Oct 2014 as Sales Operations Supervisor - APAC.

From Feb 2010 to Feb 2012 as Sales Operations Associate Analyst - APAC.

From May 2007 to Jan 2010 as Sales Operations Specialist - APAC.

• Responsible for Revenue Accounting for APAC and Japan.
• Responsible for reconciling deferred revenue accounts in Balance Sheet.
• Review and process revenue orders ensuring the pricing compliance with company policies.
• Liaise with Sales Organization ensuring all the necessary documents required for deal booking are received.
• Shipment coordination with US HQ ensuring the products are shipped timely.
• Product license key arrangement with US HQ ensuring appropriate keys are issued.
• Responsible for submission of weekly closed order report to International HQ.
• Responsible for weekly Maintenance Renewal Forecast to Customer Support team in Asia Pacific region.
• Responsible for sending out renewal quotation to customers and liaising with customers to ensure the contract is renewed on time.
• Ensuring the renewal database is updated constantly.
• Responsible for booking of Consulting and Training revenue and billing out to customer timely.
• In charge of collections ensuring customers pay timely.
• Responsible for cash application on payment from customers.
• Responsible for reconciliation of GL to Debtor Aging sub-ledger.
• Responsible for quarter-end reporting to US HQ.
• Process evaluation request to ensure prospects have the valid evaluation keys and products for evaluation purposes.

• Oversee analysis of accounts receivable, aging of accounts to determine overdue accounts, provisions, and collections procedures.
• Month-end closing, prepare and analyze accounts receivable reports for Asia region.
• Involved in integrating of the Accounts Receivable system between JDE and Peoplesoft.
• Monitor payment, follow-up on customer accounts, sending out collections reminder emails, letter of demand and initiate legal actions for delinquent accounts.
• Liaise with Legal Counsel regarding action on debt recovery.
• Managing daily cash application.
• Weekly AR review with Financial Controller.
• Fortnightly cash collections forecast with HQ.
• Monthly AR call various country leaders in Asia Pacific region.
• Point of contact for customer customer purchase order acknowledgement process.
• supervise 1 credit control assistant.