Alecia Chan

  • Gold Coast QLD
Alecia Chan

Interest

  • Scuba Diving
  • Bikram Yoga

Core Competencies

  • Client Relationship Cultivation
  • Business Operations & Process Management
  • Sales Presentations
  • Project Management
  • Sales Commissioning & Goaling
  • Inventory Audit
  • Financial Systems & Improvement

Additional Training

  1. Managing a Project with Your Team with The George Washington University
  2. Routing and Switching Products Sales Training
  3. Effective Presentation Skills with Ewing Communications
  4. Customer Service Certification
  5. Relationship Management with John Matchett Limited
  6. Creating Value in Business with Celemi
  7. Educational Training Program for Web-based Mandarin Teaching with Overseas Compatriot Affairs Commission of Taiwan
  8. Computer Teaching Skills by Chinese Culture University of Taiwan
  9. Japanese Language Proficiency Certification with Association of International Education, Japan
  10. Scuba Diving International Open Water Diver with Professional Association of Diving Instructors (PADI) Australia
  11. Certificate of Children Services III and Applied First Aid Course by Australia City College
  12. Circle of Security Parenting

Skills

Skills

Written & Spoken Languages

English Mandarin Cantonese Malay

Work History

Work History
May 2012 - Present

Finance Business & Operations Analyst

Cisco Systems

Define distributors' Point-of-Sales,inventory and rebates processes and strategies to meet Seal of Compliance requirements for Management-by-Objectives payout to distributors.  Prepare monthly financial reports for Finance Controllers' review and for better understanding of Asia Pacific distribution business trends and areas of improvement.  Such financial data includes Weeks of Inventory Turnover, Bookings, Backlog, Discounts Analysis, Distributors Rankings, Channels Booking Neutrality and Point-of-Sales Forecasting, for each country in Asia Pacific and Japan.  Emphasis on inventory reconciliation for supply chain management.  Distributors governance, partners on and off boarding, partner contracts review and readiness set up for correct downstream application of sales crediting and deals recognition.

Compose and implement sales commissions and goaling strategies, determine sales productivity opportunities and support infrastructure.  Monitor prevailing distributors' rebates issues and adjust business rebates rules and process accordingly.  Hire and direct call centre vendors; ensure activities were in alignment with overall corporate goals and strategies.

Delivered Results:

  • Identified major Point-of-Sale reporting error by a distributor in India that resulted in US$34mil Cost of Goods Sold in mid-week, and managed to fixed this error before the end closure, resulted in zero impact on the country's number.
  • Guided Sales to focus 70% of their efforts in their primary sales commission element, and collaborate with other Sales teams to increase country sales by 20%
  • Directed the integration of all financial operations at worldwide level so as to ensure global operational consistency
Jan 2009 - Apr 2012

Global Enterprise Customer Service Relationship Manager

Cisco Systems

Global Enterprise accounts support around supply chain, products availability, products shipments and movement, align APJC GET support with GET in US and EMEA.  Work with and drive channel partners like IBM and Dimension Data to scale up their operational and logistics support for Global Enterprise customers.  As a trusted business advisory for top Global Enterprise customers like JP Morgan Chase around their product staging planning and initiatives in Singapore.

Delivered Results:

  • Speed up Go-To-Market products delivery by providing clients with confidence on stock availability at distributors locations. This helped Sales to win major deals in China and India.
  • Best practice sharing with global peers in other theaters to deliver consistent global support for Global Enterprise customers.
Apr 2006 - Dec 2008

Process & Systems Trainer

Cisco Systems

Update partners on new process and new price lists availability.  Bi-annual distributors refresher training on rebates systems, point-of-sale tools and inventory reporting.  Assist customers with the development of logistics infrastructure to procure equipments in one country and ship cross borders.  Design and implement program plans, establish milestones and track deliverables.

Delivered Results:

Increased distributors' productivity by 15% after adoption of enhanced rebates process.  80% of distributors' rebate claims are processed at least 15 - 18 days after through improved rebates systems, increasing distributors' cash flow and satisfaction.

May 2004 - Mar 2006

Contact Center Manager

Cisco Systems

Attract, hire, develop supervisors as well as quality assurance associates.  Monitor, coach and evaluate employee performance across all business units in the contact center.  Manage escalated procurement and rebates issues.  Ensure complete customer satisfaction through delegation of critical issues to appropriate support associates for resolution and follow up.

Delivered Results:

  • Successfully implemented Case Management Tool for call center support
Jun 2000 - Apr 2004

Partner Relationship Manager

Cisco Systems

Direct partner accounts, overseeing inventory, contractual obligations, vendors relations and supply chain management.  Work effectively with cross-functional teams to complete large-scale manufacturing projects and satisfy partner requirements.  Partner with Project Management Team to develop customer satisfaction survey and corresponding metrics.  Field and resolve difficult customer service issues around procurement, receiving shipments and faulty equipments replacement.  Process equipment and supply orders.  Meet regularly with manufacturing representatives to improve manufacturing quality and product supply.

Delivered Results:

  • Achieved partner satisfaction score of 4.8 out of 5
  • Recognized for excelling in the top 10% of all Partner Relationship Managers throughout the company in Asia Pacific
Jan 2000 - May 2000

Marketing & Operations Manager

Fast-Foods.Net

Create marketing portfolio and run marketing campaigns in Singapore and Japan.  Drive marketing and operational processes and ensure budgets are not overspent.

Delivered Results:

  • Designed and executed market strategies to effectively promote and position the company as the fast food ordering channel.
Jun 1996 - Jan 1997

Service Program Manager

Cabletron Systems

Implement global service programs at a local level.  Position Unisys as a third party maintenance provider for North Asia countries.  Liaise between regional corporate offices and headquarter service program management office.

Delivered Results:

Increased company's services sales by 20% after implemented localized service programs.

Jan 1996 - May 1996

Sales Development Representative

Cabletron Systems

Ensure complete client satisfaction and maintain consistent growth of existing global enterprise accounts. 

Delivered Results:

  • Exceeded expectations by reaching 120% of year-to-date sales quota; earned a promotion to National Account Executive.

Education

Education
Feb 1997 - Dec 1999

Bachelor of Business Administration

Central Queensland University

References

References

Kenny Yuen

Luthfiah Selamat