Manager Sales
Resume:
Alexander Saenz
Operations/Compliance/CX/Project Manager
** ****** **., ******, ** 03076
*********.*****@*******.***
SUMMARY
Over 20 years of experience in multi-national IT companies in the US, Germany and the UAE
Compliance, project/program management, customer experience, business operations
Experience in training, mentoring, supervising and managing teams
PROFESSIONAL EXPERIENCE
DELL EMC Dubai, United Arab Emirates
Regional Compliance Manager Jul 2016 – Present
Investigated illicit cross border sales and conducted End User Verifications
Launched Proof of Delivery (POD) Program ensuring shipment destination delivery
Member of the Grey Mitigation Project, which effectuated efficient processes for POD program
Fostered compliance awareness during yearly Gitex event resulting in reduction of illegally exported consumer products to APJ and other regions
GDPR training and awareness
Pre-audit preparation for Global Audit Team
Provided guidance regarding International Distributor Agreements (IDA)
Executed consequence management for distributor red flag IDA infractions
Collaborated with Global Trade Counsel to redefine and improve procedures
Educated local and regional Business Leaders, Finance, Channel Sales Operations and Channel DBO Compliance teams on export and sanction law compliance
Reviewed and proposed updates to Dell’s global Grey Standard Process document
Enhanced and formalized the Dell Denied Parties List process for META
Led quarterly Senior Leadership Team (SLT) reviews and presented compliance updates to executives
DELL EMC Dubai, United Arab Emirates
Partner Experience Manager Jun 2014 - Jul 2016
Conducted end to end bi-yearly Net Promoter Score (NPS) survey to gauge partner satisfaction and loyalty
Identified and qualified partner contacts in Salesforce.com (SFDC) to participate in survey
Ran awareness campaigns weeks prior to the survey launch
Ensured swift follow-up for detractors was done by sales teams and account managers
Collated feedback, set up MAPs (Management Action Plans) and presented to leadership team
Tracked MAPs and informed leadership team of progress
Mailed partner newsletter informing on open statuses and accomplishments
Raised NPS quotient HY over HY by an average of 3 points
DELL EMC Dubai, United Arab Emirates
Project Manager Sales Operations Jun 2011 - Jun 2014
Prepared, planned and implemented channel projects (e.g. Deal Registration and Bids From Stock), which were integrated in the Dell Partner Direct Portal for 56 Emerging Market countries
Reported project updates to extended teams in Europe and North America
Measured success of programs through ROI analysis
Updated and managed partner data in Salesforce.com (SFDC)
Managed deployment of new partner online directory (Find A Partner) on the Dell.com site
Main contact for Dell Regional Partner Dashboard
Managed Indirect Claims Process for partner rebate compensation calculations
Hewlett-Packard (HP) Dubai, United Arab Emirates
IPG Services Business Manager Jan 2010 - Jun 2011
Managed P&L for IPG Services product lines, deal approvals, large deal discounts
Responsible for regional product inclusions/EOL
Monitored low deal consumption and increased print service sales
Initiated value proposition trainings (internally/externally)
Collaborated in setting up quarterly marketing plans and sales incentives programs
Launched Post Warranty Program for the Middle East
Delivered monthly forecast and costs
Established close relationships with IPG business units (MES, LES, GSB) to drive joint promotions, increase attach rates and create bundles
Hewlett-Packard (HP) Dubai, United Arab Emirates
Preferred Partner Program Manager Aug 2006 - Jan 2010
Grew HP Preferred Partner Program 45% YoY by selecting and qualifying 200 new Preferred Partners and identifying 65 Gold Partners in the Middle East
Successfully launched Gold Partner Program for turnkey solution partners in 2008
Increased partner “share of business” within the region
Drafted, processed and managed all second tier partner contracts
Conducted half-yearly Total Partner Experience (TPE) survey (16% increase HY/HY)
Presented TPE results on executive and local management levels
Executed action plan to improve partner detractors
Managed HP Smart Portal for partners in the Middle East, as well as maintaining all Preferred/Gold/Candidate partner’s profiling data through Siebel PRM
Monitored Preferred Partner growth and set up RAD (Retain/Acquire/Develop) analysis
Set, deployed and communicated Preferred Partner targets
Quarterly quota-setting and drafting of sales letters for sales associates’ compensation
Forecasting for management and regional conference calls
Customized reporting of sales data through Business Objects
Hewlett-Packard (HP) Boeblingen, Germany
Supervisor EMEA First Line Support Feb 2003 - Aug 2006
Supervisor for 36 employees for the HP InfoCenter
Recruited and hired new staff for First Line Support team
Conducted job performance reviews
Audited time sheets for payroll and monitored telephone lines
Established L1 support team for Sales & Inventory Program in May 2003
SPOC for partner portal escalations, regional (EMEA) communication and crisis communication
Responsible for new project definitions
Drafted Service Level Agreement between HP and vendors defining support scope, job profiles, budgeting and recruitment of staff
Personality IT People Power GmbH Boeblingen, Germany
Technical Support Agent Dec 2000 - Feb 2003
Technical support for HP EMEA partner portal in English, German, French, Spanish and Dutch
EMEA Siebel CRM support contact
EDUCATION
1995 - 2000 — Arizona State University – Bachelor’s degree (BA)
SKILLS
Personal: communication, leadership, analytical, organizational, collaboration, multi-cultural, customer- focused, pragmatism, detail-oriented, proactive, business acumen, creativity
Technical: Excel, Word, PowerPoint, Visio, Project, Salesforce.com, Tableau, HTML, Siebel, CRM
Languages: English/Spanish (native fluency), German (expert level), French/Dutch (advanced level)
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