Aug 2022 – Dec 2025 · 3 yrs 4 mos

• Champion a partner-first mindset by identifying friction points and implementing solutions that improve the overall partner journey and satisfaction
• Define and track KPIs that reflect both operational efficiency and partner success, ensuring alignment with business goals and partner expectations
• Evolve the partner-facing infrastructure including partner portal, CRM, onboarding workflows, and benefit delivery to ensure a seamless, self-serve experience
• Led the launch of partner program operations for resellers and distributors, incorporating legal, compliance, and onboarding steps to ensure a trusted and secure experience
• Revamped the global partner portal to create a more intuitive and value-driven interface, which led to industry recognition with a Best Partner Experience award
• Designed and implemented automations that reduced partner effort in deal registration and tracking, improving transaction speed, accuracy, and transparency
• Ensured data integrity and reporting transparency, allowing partners and internal teams to make more informed decisions through better analytics
• Experienced with modern digital partner tools and operational systems such as Crossbeam, Impartner, Workspan, and partner-focused tools and capabilities
• Actively contribute to long-term roadmap planning, prioritizing initiatives that improve partner usability, engagement, and trust
• Manage third-party vendor relationships, including contract negotiation and alignment on partner-impacting services

Feb 2021 – Aug 2022 · 1 yr 6 mos

• Responsible for providing operational excellence and support to the Partner ecosystem, focusing on strategic incentive projects, supporting go-to-market changes and developing well defined operational processes and policies
• Key player on incentive related business and technical use cases that increased partner investment in Zoom
• Serve as a knowledge resource, to ultimately build credibility and trust within my team, my company and our partners
• Write business and system requirements and document change management for key incentive programs
• Automated the referral incentive program – from calculation to reporting to payment processing
• Improved partner experience satisfaction by providing a well-defined incentive reporting system
• Continuously seeks opportunities for further process improvements through automation
• Make incentive recommendations to the programs team and resolve issue using a data-driven approach
• Manage a team of 5 remote members supporting the Channel Incentive Programs at Zoom for all partner types

Jun 2017 – Jan 2021 · 3 yrs 7 mos

• Responsible for Operationalizing Partner Programs
• Managed the Incentive Platform Overhaul from an Ops' perspective.
• Governed the integrity of our Salesforce.com data.
• Iterated on existing operational processes to improve efficiency and accuracy.
• Implemented improved processes and infrastructure to scale partner-facing operations.
• Developed a ticketing system to more effectively and efficiently manage all inbound emails.
• Deemed as "the voice of the partners" - initiating and implementing certain functionalities in the partner portal.
• Responsible for continous improvement in the partner activation process.
• Designed the workflow for setting up parent-child hierarchy for partner accounts
• Improved and Automated partner NFR process.
• Main administrator for the partner alias email.
• Trained 2 contractors

Nov 2012 – Jun 2017 · 4 yrs 7 mos · San Francisco Bay Area

• Provided unparalleled global support to all external partners/customers and internal employees.
• Looked upon as the responsible and responsive “go to person” for all Channel matters
• Reviewed leads and on boarded partners into the program.
• Handled all MDF (Marketing Development Fund) related matters from granting funds to partners to approving claims. Main liaison between Riverbed and CCI (3rd party service provider administering MDF)
• Expert matter for all MDF matters – process, policy and systems. Reduced MDF expired funds by 40%
• Ensured database integrity and accuracy for more accurate reporting, modelling and analysis
• Managed, verified and processed partner rebate and referral claims
• Designed and implemented a ticketing system for the partner alias (partners@riverbed.com)
• Main administrator for the partner alias email.
• Responsible for creating process documents for all operational aspects of the channel
• "Operationalized" new program initiatives such as Business Investment Fund, Joint Engagement Rebate and Embedded Solution Discounts

Oct 2009 – Apr 2012 · 2 yrs 6 mos · Fremont, CA

• Procured management position for six (6) months while awaiting arrival of new Director
• Assisted and interacted with a diverse background of customers ranging from CEO’s to Administrative Personnel
• Project Management; scheduled commissioning and servicing
• Liaison between Director and Management
• Handled secondary interviews for potential on-boarding employees
• Managed service department’s financials; each ticket per technician
• Wrote departmental processes and trained analysts worldwide
• Established proper process flow for customer’s individual issues
• Managed twenty (20) technicians along with all analysts
• Responded to customer’s request for service; commissioned or trained within 24 hours of getting a call; ensured that technician gets assignment for each ticket and customer was informed of the earliest service date.
• Monitored and ensured availability of (25) spare parts in the Fremont warehouse. During low inventory PO’s were issued to Canada-based company
• Received inventory into system and shipped as needed by technicians via Federal Express
• Logged all transactions into the system
• Monitored all expenses related to a job and charge customer accordingly
• Provided quotes to customers and processed orders; quoted and processed $500,000 of spare parts
• Tracked all inverters warranties; prepared quotes for all expenses related to repairs
• Prepared and analyzed weekly job tracking reports
• Processed intercompany transactions and trained of all departments who did similar transactions
• Supervised and managed four (4) US based, two (2) China based, and one (1) European based service coordinators

Nov 2006 – Oct 2008 · 1 yr 11 mos

• Developed and maintained excellent client relations leading to long-term company profitability
• Process requests for quotations and turn customer inquiry into sales
• In charge of eleven (11) major accounts with a total order value worth $7M
• Trained and guided four (4) Junior Account Executives with respective accounts
• Worked closely with other departments to ensure that orders were produced according to customer specifications
• Traveled to USA, Europe and China for durations in excess of 3 months to ensure smooth project transfer
• Assisted the New Business Sourcing department by promoting the company through exhibitions, trade shows, and public relations, both locally and overseas
• Searched online database for potential customers
• Responsible for website and marketing tools to improve design of website, brochures and corporate presentation
• Appointed Investor Relations Officer
• Responsible for answering investor-related queries

Jan 2005 – May 2005 · 4 mos

• Supported an HR Management Professor research study on peer evaluation motivation
• Sorted, complied, and analyzed feedback results from two-hundred (200) students
• Presented research findings during Quest (interschool presentation with 30-50 guests comprising of students, Professors, department heads, school Deans, and Entrepreneurs

Jul 2003 – Jun 2004 · 11 mos

• Key leader with primary responsibility of creating and posting invoices, generating weekly and monthly sales reports
• International experience; coordinated and corresponded with international airlines (AA Japan and AA Texas to ensure cargo space booking, cargo receipt and delivery)
• Supported the customer service department in dealing with clients and booking cargo reservations with respective airlines (Asiana, Korean, Emirates, Malaysian, Philippine, Singapore, and Thai)

Jul 2002 – Dec 2002 · 5 mos

• Personal assistant to General Manager; met with business clients to present them portfolios of visiting foreign models
• Arranged and organized business networking events for clients and models; wrote business proposals (one of which was a 1-year contract with Singapore Telecoms)
• Assisted the Accounts Manager in charge of creating confirmation and invoices, posting payments and expenses and generating a monthly sales report
• Assisted the company Director; proposed, presented, designed and created an online database that could support online model booking, invoice posing, and confirmation printing
• Ensured that website and database were up to date with pictures and information