Customer Service Sales

Rita Zhou

Cell Phone: 408-***-****

E-mail: **************@*****.***

Current Location: San Jose, CA

PROFESSIONAL SUMMARY

• More than ten years of professional working experience with world leading MNCs (SAP, Oracle, Agilent), mainly in contract negotiation/drafting, contract management, and business process analysis/control related areas.

• Hands-on experience in establishing contract management process and solving business process and license compliance related issues.

• Comprehensive knowledge of licensing rules and associated services delivery, revenue recognition, audit, business practices and contract processes.

• Over eight years experience in interfacing with sales, legal, compliance, finance and technical support in ensuring pricing and contract terms are in compliance with the overall company pricing strategy and both internal and outside regulations and a smooth and efficient order management process.

• More than six years experience in working with 2-tier or multi-tier distribution channels (ISV, resellers and Channel partners).

• Strong communication skills, presentation skill, exceptional time management skill, proactive working attitude and strong customer service mentality.

• Master’s degree in Business Administration (MBA).

• Very strong international experience: 6 years in America, 5 years in Singapore, and 3 years in China.

• Great personality, a true team player.

AWARDS

• “Short Term Achievements Award” from SAP America, Inc.

• “Star Service Award” from SAP Asia Pte Ltd in 2004.

PROFESSIONAL EXPERIENCE

June 2006 ~ Now: SAP America, Inc (Palo Alto)

Job Title: Contract System Specialist

Roles & Responsibilities:

Responsible for managing and enforcing all contract policies & procedures, in conjunction with Contracts Specialist, to ensure thorough contract packages for processing. Responsible for all phases of complex contractual customer interface, administration and problem resolution, e.g., creating, booking and invoicing orders, ordering correct software and on-going monitoring of maintenance renewal, billing and other contractual issues.

• Led the Business All in One and Business One subscription models’ renewal and co-termination project. Defined the business process and drafted the booking instruction and rolled it out to all the Contract Admins in SAP globally.

• Led the new Quotation Uploading Project with huge success, which streamlined the contract booking process, minimized human errors and saved time.

• Verify all aspects of software contract including pricing to ensure conformance with company policy and compliance with both internal and outside regulations, while maintaining a high level of customer satisfaction and responsiveness.

• Perform financial analysis to calculate user licensing fees, contract maintenance, discounts, concessions for Account Executives before new and add on contracts are signed.

• Manage accounts, such as HP and INTEL ensuring that such customers get prompt attention. Provide support to Account Executives and management throughout the inevitably long and complex contract negotiations with focus on company strategic plan. Key contact person for invoice and purchase order (PO) related issues.

• Provide customer support on contract related issues, create installations, activate S user access and provide license scope verification.

• Assist with and coordinate quarterly internal and external contract audit activities, including contract reviews, auditor inquiries, and all related confirmation processes. Interface with auditors as necessary.

• Initiate new strategies for better collaboration with internal and external customers.

April 2004 ~ March 2006: SAP Asia Pte Ltd. (Singapore)

Job Title: Executive, Contract Admin/Paralegal, Legal Department

Roles & Responsibilities:

Responsible for negotiating, structuring and drafting a variety of complex software license agreements, maintenance agreements, non-disclosure agreements and temporary license agreements for both direct customers and partners in collaboration with Sales, Legal, and Business Practices, and ensuring that all deals are booked at quarter ends.

• Determined price quotes, and verified quotation tools and all the non-standard commercial terms supplied by Account Executives and approved pricing and commercial terms through the GCAF (Global Contract Approval Form).

• Provided guidance to the Account Executives to determinate the items that require approval, and the best way to draft the approval to ensure it is approved.

• Worked closely with Account Executives, Legal and Finance to ensure that contracts signed/posted are in compliance with the company's policies and agreed legal changes.

• Prepared and booked software license and maintenance contracts for subsidiaries in APJ in accordance with company guidelines and USGAAP.

• Ordered software packages according to contract and installation request form and issued related invoices in a timely and accurate manner.

System environment: SAPERP, CRM, CSN, SAP Enterprise Portal

Jan 2003 ~ April 2004: Oracle Corporation Singapore Pte. Ltd (Singapore)

Job Title: Contract Administrator

Roles & Responsibilities:

• Built a centralized contract/order processing team in Singapore for processing contracts from China.

• Established specialized contracting process for China.

• Streamlined the contracting process within the Contracts Department and between the Contracts and Sales Departments.

• Re-designed and conducted annual training on contractual terms and possible legal exposures to the Sales Department to enhance understanding and better cooperation between the contracts team and the sales team.

• Managed, maintained and provided contract information to the Sales and Finance Departments, to auditors and to the executive management team.

• Reorganized and streamlined contracts tracking, filing and reporting processes in the Contracts Department to facilitate information exchange within the department and with other departments.

• Verified contracts in formatting, wording, approval attainment, legal legislation and commission calculation.

System environment: Order Management System, eZorder, eSource

Jan 2002 ~ Jan 2003: Agilent Technologies Singapore (Sales) Pte Ltd (Singapore)

Job Title: Customer Service Associate

Roles & Responsibilities:

• The liaison for external customers and business partners in Asia on contract acceptance, contract posting, delivery and quality follow-up.

• Monitored exception contracts and ensured appropriate contingent actions were taken to meet delivery schedule.

March 2001~ Nov 2001: Lumberg Electronic (Shanghai) Limited.(Shanghai, China)

Job Title: Material Plan Controller

Roles & Responsibilities:

• Made material and production plans as according to customer’s rolling forecast.

• Checked material status in system and took the necessary pull in or pull out action.

• Evaluated supplier readiness as according to company and customers’ requirements and provided feedbacks.

Jul 1998 ~ March 2001: SCI Systems Co. Ltd.

Job Title: Project Management (PA)

Managed 3 Project Administrators and one assistant.

Roles & Responsibilities:

• Led the VeriFone project team. Supervised 4 team members.

• Managed start up of all new products for VeriFone. Worked with customers from the design table to the finished products.

• Supported quarterly customer survey and formed action groups to meet customer requirements. Initiated changes in the organization, where applicable and necessary.

EDUCATION

Jan 2002 – May 2004 Master of Business Administration

University of Western Sydney, Sydney, Australia

Sep 1994 – July 1998 Bachelor of Engineering in International Trade, with Honors

Xi’an Science and Technology University, Xi’an, China

PERSONAL SKILLS AND COMPETENCIES

• Proficient in SAP ERP, CRM, CSN systems, including pricing update and maintenance, contract booking, software delivery, license scope report, material checking, installation maintenance, billing, credit memo, maintaining CRM opportunities, status checking, resolving CSS tickets, etc.

• Familiar with Oracle MRP system (11i), Oracle applications, Order Management system, eZorder, eSource.

• Versatile software licensing experience, having drafted License agreements, maintenance agreements, non-disclosure agreements and temporary license agreements.

• Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, Access, MS Project, as well as many other application software.

• Proven excellent performance and capabilities to handle increasing responsibilities.

• Strong project management skills with the ability to coordinate time-sensitive tasks effectively.

• Exposure to US GAAP guideline.

• Devotion to the job with strong sense of responsibility and proactive working attitude.

• Competent multi-tasker, ability to handle multiple projects simultaneously.

• Ability to learn software packages/systems quickly and proficiently.

TRAININGS

• July 2011: Career success training

• April 2011: Presentation Skill training (advance level)

• 2005-2012: SAP pricing training every quarter

• May 2004 and Mach 2005: US GAAP training, Singapore, SAP

• Nov 2004 and July 2005: SAP ISP system advanced training, Singapore, SAP

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