Jun 2022 – Sep 2025 · 3 yrs 3 mos · Pleasanton, California, United States

• Led the design, implementation, and administration of global sales incentive compensation plans aligned with organizational goals and sales strategies.
• Partnered cross-functionally with Sales Operations, Finance, Total Rewards, and HR (People & Purpose) to support compensation-related initiatives and policy rollouts.
• Performed advanced data analysis to evaluate plan effectiveness, identify trends, and deliver actionable insights to senior leadership.
• Developed and maintained reports, dashboards, and documentation to ensure transparency and compliance with compensation policies.
• Supported compensation processes for new hires, role changes, and exception requests across global teams.
• Acted as control owner for key financial and accounting controls related to sales compensation, ensuring SOX compliance and audit readiness.

Jun 2021 – Jun 2022 · 1 yr · Pleasanton, California, United States

• Executed and supported global sales incentive compensation programs (monthly, quarterly, annual) in partnership with Sales, Finance, and HR teams.
• Analyzed and resolved compensation-related inquiries using ticketing systems (ServiceNow), improving accuracy, resolution time, and customer satisfaction.
• Built and maintained reports and dashboards to track KPIs, identify trends, and provide actionable insights to leadership.
• Supported compensation plan design initiatives, including policy simplification, cost modeling, and process improvements.
• Partnered cross-functionally to align sales compensation strategy with business goals and operational needs.
• Presented insights and recommendations to stakeholders, contributing to data-driven decision-making and streamlined processes.

Mar 2019 – Mar 2021 · 2 yrs

• Managed Xactly compensation system to support the global sales teams’ commission payout processes including commissions, draws, MBOs, SPIFFs, and manual compensation adjustments in accordance with month end accruals and payroll submission.
• Set up and maintained all commission plan participants, including new hires, terminations, in-year, and year-over-year changes.
• Reconciled and resolved commissions inquiries, disputes, plan corrections, and adjustments.
• Audited and validated monthly sales commissions against Salesforce opportunities.
• Created, routed, and managed individual sales compensation plan documents to the global sales organization.
• Supported Sales leadership, Sales Operations, and Finance teams with compensation metrics and reporting.

Jul 2015 – Mar 2019 · 3 yrs 8 mos · 300 Park Ave. San Jose, CA, 95110

• Managed over 50 customers within the Premium Plus portfolio with diverse and complex compensation plans and structures in Xactly Incent.
• Resolved complex issues involving system access, commission and payment calculations, and admin/end user reporting.
• Gathered and documented requirements to triage escalated issues with Engineering and Professional Services to full resolution.
• Onboarded and nurtured key customer accounts with proactive check-ins, one on one training, and shared best practices on how to best leverage Xactly’s product suite to drive customer success.
• Assisted with preparing, routing, and tracking compensation plans.

Apr 2013 – Apr 2015 · 2 yrs

• Interface with external customers day-to-day support queue management, incident triage, and incident resolution.
• Adherence to Service Level Agreements (SLA’s) related to incident triage, management, and resolution.
• Establishes productive professional relationships with key personnel in assigned customer accounts.
• Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.
• Proactively leads a joint company-strategic account planning process that develops mutual performance objectives with both customers and additional carrier representatives.
• Efficient escalation of incidents that require advanced software development skills to resolve.
• User account management and auditing.
• Tracking and management of inbound data feeds and processed/unprocessed data.
• Function as liaison between internal technical teams and client application users.
• Business process development and documentation.
• Documentation of process steps necessary to resolve application issues.
• Execution of key performance reports and metrics

Oct 2012 – Apr 2014 · 1 yr 6 mos

• Interface with external customers to provide level 2 support for proprietary TeleNav software and services.
• Identifying and resolving low complexity incidents related to user and software errors, account setups, and training issues.
• Utilize and improve existing documentation, websites, FAQ’s, and Wiki’s to resolve incidents.
• Actively participate in self-improvement, process, and technology training programs.
• Collaborate with Level 2 development in support escalation.
• Participate in documentation and product review of trusted TeleNav support pages.
• Responsible for meeting all call back and ownership metrics.

Mar 2010 – Oct 2012 · 2 yrs 7 mos

• Interface with external customers within maintenance contracts.
• Provide level 2 support on all TeleNav services and software products.
• Remotely assist customers through troubleshooting and diagnostics.
• Knowledge base development