Norzadila Abdul Razak
Sales Operation Analyst
Tampines New Town
Summary
Passionate and always eager to learn with over 14 years of experience in sales support, sales operations, and shared services. Highly organized and well-informed sales professional with strong attention to detail targeted at handling pre and post-sales process-related activities. Strong customer service skills with a keen ability to work towards total customer satisfaction. An active learner who has a verifiable track record of practicing good judgment.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
Work History
Sales Operation Analyst
Wolters Kluwer
09.2023 - Current
- Maintain Salesforce, ensuring data integrity and optimizing workflows.
- Generated bar graphs, trend lines, and pie charts to represent sales data.
- Develop and maintain sales analytics reports and dashboards.
- Enhanced team productivity by developing comprehensive sales reports and performance metrics analysis.
- Support sales teams with custom opportunities and operational tasks such as preparing quotes.
- Facilitate sales and operations strategy development and execution.
- Apply data cleansing techniques and develop new data acquisition methods.
- Manage projects to enhance sales efficiency and effectiveness.
- Improved interdepartmental communication by establishing clear channels for information-sharing between sales, marketing, and product teams.
- Analyzed sales data to identify patterns, informing adjustments in strategies that drove significant improvements in overall performance.
- Developed written documents and reports related to programs and operations.
- Created policies and procedures for all sales staff to follow to keep departmental operations running successfully.
Inside Sales Support Representative – CAP
Lenovo Technology
09.2022 - 05.2023
- Answering customer inquiries, scheduling meetings, and sales appointments, and following up with customers about their order status
- Compiling daily list of sales leads, delegating leads to sales department, and providing sales data and guides to sales department.
- Developing and monitoring performance indicators for sales and staff members, managing sales tracking tools, and compiling reports.
- Recording sales trends and liaising with account managers to develop sales strategies.
- Creating and processing orders promptly, processing requests for rush orders, and reviewing pending orders and customer requests to ensure customer satisfaction.
- Managing customer accounts, following up with customers for administrative purposes, and providing troubleshooting assistance for orders, account statuses, and other problems.
- Performing data entry tasks for sales figures, metrics, and other relevant information and maintaining organized and accessible filing system.
- Handling administrative duties for company and its executives and management teams.
- Collaborated with cross-functional teams to identify and resolve recurring product issues.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
BUSINESS INTELLIGENCE ANALYST
Concentrix
12.2021 - 09.2022
- Support forecasting process.
- Created dashboards to monitor and track key performance indicators.
- Monitor sales/workload progress by tracking activity; resolving problems; publishing progress reports; and recommending actions plan to team.
- Designed and built Operation Dashboard on Excel sheet to provide status of account performance in real-time.
- Supported strategic decision-making processes by delivering timely and accurate insights from complex datasets.
- Provided ad-hoc reports for executive leadership team to support informed decision-making during critical situations or periods of change management.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Analyze data provide business-critical insight and communicate findings to Sales.
- Increased understanding of customer behavior patterns by analyzing sales, marketing, and demographic data sets.
- Provide meaningful data trends and recommend solutions for creating more revenue and reducing churn.
- Prepared monthly review deck for Account performance to Client.
- Produce account QBRs (quarterly business review).
- Report on key business metrics vs target – opportunity and revenue, production metrics by client, by center and by region, benchmark with conclusions.
CUSTOMER DATA ANALYST
AVEVA Asia Pacific Sdn Bhd
01.2020 - 12.2021
- Research, extract, analyze, review, and validate customer data
- Report and provide high level of data quality metric to various levels of staff and management
- Delivery of monthly usage report to customer
- Acquire data from primary or secondary data sources and maintain databases/data systems
- Interact with key business functions (Support, Data Governance, Finance, and Customer Service) as part of research and analysis of customer data
- Provide Ad hoc report requested by Sales Manager
- Updating internal database
- Perform daily software license file issuance and periodical renewal to ensure in line with contractual requirements, as well as suspension or termination in compliance with AVEVA licensing policy.
- Assist in developing best practices, procedures, and structure to facilitate APAC.
- Provided exceptional support during annual license renewal periods, minimizing delays and ensuring seamless continuation for clients'' businesses operations.
- Assisted in review and revision of organization's licensing policies, ensuring continued alignment with regulatory changes and industry best practices.
- Collaborated with cross-functional teams to ensure timely completion of licensing projects, improving overall productivity.
REPORTING BUSINESS INTELLIGENCE ANALYST
Servicesource International (M) Sdn Bhd
07.2018 - 01.2020
- Publish team-specific dashboards/balanced scorecards with key metrics and conclusions
- Monitor sales/workload progress by tracking activity; resolving problems; publishing progress reports; and recommending actions plan to team
- Designed and built Operation Dashboard on Excel sheet to provide status of account performance in real-time
- Validate database sources
- Analyze data provide business-critical insight and communicate findings to Sales
- Provide meaningful data trends and recommend solutions for creating more revenue and reducing churn
- Support forecasting process.
- Work with senior management on quota preparation and timely issues
- Prepared monthly review deck for Account performance to Client
- Produce account QBRs (quarterly business review)
- Generate accurate and timely accruals and invoicing supporting finance calendar
- Report on and track revenue-generating programs/incentives
- Managing any ad-hoc reports from CRM and Salesforce to support account/corporate-driven projects/initiatives
- Report on key business metrics vs target – opportunity and revenue, production metrics by client, by center and by region, benchmark with conclusions.
OPERATION SERVICES SENIOR SPECIALIST
Servicesource International (M) Sdn Bhd
12.2010 - 06.2018
- Demonstrated enhanced leadership skills via daily queue management: Able to delegate tasks based on volume/demand and ad-hoc requests to ensure timely completion.
- Able to delegate tasks based on different strengths of team members.
- Mentored junior staff members, fostering professional development and nurturing future leaders within organization.
- Developed comprehensive training programs for new hires, resulting in faster onboarding and better overall performance.
- Conducted regular performance reviews for team members, providing constructive feedback that encouraged continuous improvement.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Led projects by coordinating schedules, organizing resources and delegating work to meet deliverable and timeline requirements.
- Oversaw work of junior personnel, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
- Enhanced team productivity by implementing efficient project management strategies.
- Lead daily updates in team huddles to communicate updates, progress, and reminders to team.
- Subject matter expert of client processes and is looked up by team to assist with difficult requests and knowledge gaps
- Assisted operations sales manager in drafting new processes within team
- Became the focal person handling contract management and digital activities which engaged with the Cisco Digital Experience & Analytics APJC team
- Preparing Daily Sales Dashboard and other reports for internal sales team
- Reviewed, reconciled, and annotated documents, such as work orders, bills of lading, and shipping orders to accommodate seamless transition of materials
- Handling and preparing daily/weekly reports on quality assurance for teams
- Conduct insightful ad hoc reports to investigate one-time operational issues.
- Assist internal sales team, partner, and Cisco account manager by managing and following up on sales quotations.
- Ensure that all incoming emails are replied to in prompt fashion and with pertinent information.
- Collaborate with other departments (quoting team) to ensure that any issues are handled immediately.
- Prepare sales-related documents such as monthly install base reports for partner and sales team.
- Contacting partner/end-user regarding upcoming renewal for below USD 5k for ASEAN market.
- Listen attentively to partner/ end user questions and provide answers that are knowledgeable and insightful to encourage product sale.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
Education
Diploma in Building Services - Engineering
POLITEKNIK SULTAN ABDUL HALIM MU’ADZAM SHAH
Malaysia 06.2001 - 12.2004
Sijil Pelajaran Malaysia -
SEK. MEN. TEKNIK KUALA SELANGOR
01.1999 - 12.2000
PMR -
SEK. MEN KEB. ASSUNTA
01.1996 - 12.1998
Skills
CRM Management
Salesforce Administration
Microsoft Excel
Forecast tracking
Reporting abilities
Google Analytics
Analytical Skills
Microsoft PowerPoint
Oracle database
Sales Reporting
Collaborative mindset
Records retention
Relationship Building
Pipeline Management
Business Intelligence
Sales contract processing
Data Visualization
Data dashboard design
Advanced Excel
Tableau Software
Oracle SAP
Business Analysis
KPI Tracking
Tableau
SQL and Databases
Club
Member of Toastmaster Club, 2018
References
- Genie Chew, Operations Services Manager 1, ServiceSource International (M) Sdn Bhd, +6010-220 4798
- Matt Bagby, Senior Manager, International Business Intelligence (B2B Sales Services), Concentrix, +65 8571 1220
Languages
Malay
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Sales Operation Analyst
Wolters Kluwer
09.2023 - Current
Inside Sales Support Representative – CAP
Lenovo Technology
09.2022 - 05.2023
BUSINESS INTELLIGENCE ANALYST
Concentrix
12.2021 - 09.2022
CUSTOMER DATA ANALYST
AVEVA Asia Pacific Sdn Bhd
01.2020 - 12.2021
REPORTING BUSINESS INTELLIGENCE ANALYST
Servicesource International (M) Sdn Bhd
07.2018 - 01.2020
OPERATION SERVICES SENIOR SPECIALIST
Servicesource International (M) Sdn Bhd
12.2010 - 06.2018
Diploma in Building Services - Engineering
POLITEKNIK SULTAN ABDUL HALIM MU’ADZAM SHAH
06.2001 - 12.2004
Sijil Pelajaran Malaysia -
SEK. MEN. TEKNIK KUALA SELANGOR
01.1999 - 12.2000
PMR -
SEK. MEN KEB. ASSUNTA
01.1996 - 12.1998
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