Sales Operations User Experience

Naya Ong

LinkedIn: https://www.linkedin.com/in/nayaong/

Email: **@*******.*** Phone: +1-720-***-****

SUMMARY

Versatile professional with extensive experience in sales operations, business analysis, user experience and supporting global teams. Skilled at optimising sales platforms, CRM systems, and enablement tools to improve adoption and efficiency. Proven ability to collaborate across all cross functional teams within the organization to deliver impactful strategies and workflow. Experienced in Salesforce CRM, analytics dashboards, and enterprise systems (SAP, Varicent). Fluent in English and Mandarin Chinese.

SKILLS

• Business & Analytical: Data Analysis & Reporting, Sales Compensation Planning, Quota & Territory Management, Salesforce Reporting, Process Optimization, Business Process Improvement, CRM Management, Workflow Automation, Sales Performance & Pipeline Analysis, Commission & KPI Tracking, Change Management, Project Coordination, Agile SAFe (FedEx Internal - Foundational)

• Interpersonal & Strategic: Stakeholder Management, Cross-Functional Collaboration, Design Thinking, Strategic Planning, Problem Solving, Attention to Detail, Adaptability, Continuous Learning, Communication

• Technical: Salesforce CRM, SQL (Intermediate), Microsoft Power BI, Teradata EDW, SAP Callidus, Varicent, Microsoft Office Suite

CERTIFICATIONS

• Design Thinking (Company Applied Design Research Studio), Quality Driven Management (ASQ/FedEx)

• Salesforce Administrator Certification (In Progress, Trailhead) PROFESSIONAL & LEADERSHIP EXPERIENCE

FedEx, AMEA Jun 2018 – Apr 2024

Sales Analyst Senior

• Led the SAP-to-Varicent migration by collaborating with global and vendor teams to define compensation rules, contribute to rules & system design, system testing, UAT readiness, payout logic and data integrity for 2,000+ sales professionals.

• Partnered with Global Compensation Team & cross functional teams to define and document compensation plans logic, setup territory quota structure, and support Varicent configuration pre-launch.

• Achieved 100% quarterly payout accuracy by resolving system and data issues, implementing corrective actions, and supporting regional readiness to eliminate inconsistencies.

• Streamlined incentive operations across 12 APAC markets post-merger by standardizing payout structures, automating reporting, and optimizing data validation, reducing processing time by 40% and improving overall compliance.

• Enhanced sales productivity and enablement adoption across AMEA by leading the Highspot platform rollout, gathering end- user insights, and integrating best practices with cross-functional teams across 27+ markets.

• Optimized sales territory alignment for 50+ sales professionals in the Philippines by designing FY19 simulations based on historical data and customer distribution models.

TNT, Singapore Jul 2014 – May 2018

Sales Support Manager

• Standardized sales processes and data governance across Sales, Marketing, Finance, IT, and Customer Success by documenting 22+ key workflows and aligning teams on data policies, resulting in a 30% improvement in compliance and stronger operational alignment.

• Improved reporting efficiency for 33 APAC customers by automating data consolidation, unifying templates, and streamlining validation processes, reducing manual effort, and achieving a 40% boost in reporting speed.

• Enabled a seamless migration by leading Salesforce CRM rollout and data standardization for Singapore Sales, supported lead qualification improvements with Marketing, conducted change management, and achieving over 85% user adoption within the first month.

• Delivered a successful vendor transition by partnering with Accenture to document 10+ core Sales Support activities and training new team members to full independence, resulting in a 100% handover success rate. ADDITIONAL EXPERIENCE

• TNT, APAC – Cost Controller (Dec 2007 – Jun 2014): Maintained 100% data accuracy in regional cost updates and led training that drove 90% adoption of a new costing system across 9 APAC markets.

• SINGAPORE POST LIMITED – Procurement & Logistics Support (Aug 2004 – Nov 2007)

• PHILIP WAIN GYM - Operations Coordinator (Nov 1999 – Jul 2004)

• CHANGI INTL AIRPORT SERVICE - Billing & Ground Services Support (May 1996 – Oct 1999) EDUCATION

• Bachelor of Arts in International Business in International Business, University of West of England Bristol

• Diploma in Commerce, Kaplan Institute of Singapore

• Diploma in Integrated Logistics Management, Singapore Logistics Association ACHIEVEMENT

• Sales Enablement Platform (2022-2023): Drove adoption of Highspot across AMEA markets, transforming informal content sharing into a structured, scalable system that improved knowledge access and boosted sales productivity.

• Quote Desk Incentive Scheme (2018-2020): Designed and implemented a standardized compensation structure using quality driven methodology, ensuring fair, transparent incentive distribution for 80+ Inside Sales professionals post FedEx–TNT integration.

• Salesforce CRM Migration (2016-2017): Led end-to-end training and change management for Singapore Sales during CRM rollout, achieving 85% user adoption in the first month and streamlining workflows for improved data consistency.

• Reusable Healthcare Box (2016): Conducted a feasibility study for a temperature-controlled logistics system for pharmaceuticals, blood, and organs, mapping transit routes, designing re-testing protocols, and aligning operations with strict healthcare standards.

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