Ma Jabelah Alon

MA. JABELAH P. ALON EXPERIENCE August 2021 - Current Partner Deal Registration Supervisor KMC SOLUTIONS INC. | 1 Years and 11 Months Deal Registration Management: Cainta, Rizal 1900 -- PROFESSIONAL SUMMARY 16 years of work experience in sales support and customer support with a strong focus and background in deal registration management, end-to-end order process, sales operation, order management, order fulfillment, escalations, resolving complicated issues, returns management, and process documentation. Adds value to any organization in need of great collaboration, interpersonal and multitasking abilities. CORE QUALIFICATIONS • Accuracy and Attention to detail • Organization and prioritization skills • Customer Service • Price Quotation • Sourcing and Negotiation • Order Management • Return Management • Coaching and Mentoring • Team Management and Supervision • Project Management • Research and Analysis • Hiring management • Order Processing • Email Management • Sales Operation • Vendor Management • Invoicing • Oversee the end-to-end deal registration process, ensuring adherence to policies, guidelines, and program requirements. • Lead a team of deal registration analysts, providing guidance, support, and mentorship to ensure high-performance levels. • Evaluate team performance, conduct regular performance reviews, and provide constructive feedback to enhance productivity and skills development. • Maintain a positive and collaborative team environment, fostering teamwork, engagement, and a customer-centric approach. Process Improvement: • Continuously identify opportunities for process improvement within the deal registration workflow. • Collaborate with cross-functional teams, such as Partner Success, Sales, Channel, Order Management and Operations, to develop, test, and implement improved methods, tools, and systems for deal registration. • Develop and implement coverage models and strategies to meet Service Level Agreements (SLAs) and ensure timely processing of partner deals. • Monitor and analyze the effectiveness of deal registration processes, identifying bottlenecks, inefficiencies, and areas for improvement. Reporting and Analysis: • Create and generate reports to track deal registration history, trends in profit margins, partner performance, and other relevant metrics. • Prepare and present reports on team productivity, effectiveness, and success to management and relevant stakeholders. • Analyze data to identify patterns, trends, and insights related to deal registrations, providing actionable recommendations for improvement. • Create and maintain dashboards and visualizations to effectively process deal registration. Documentation and Compliance: • Implement and enforce systems, policies, and procedures to ensure compliance with deal registration guidelines, company standards, and industry regulations. • Collaborate with cross-functional teams to identify documentation needs and ensure timely creation and delivery of required documents. • Manage the organization's document control system, ensuring proper version control, access permissions, and archiving of deal registration documents. • Develop and implement documentation templates, guidelines, and best practices to ensure consistency and standardization. • Process Documentation and Improvement RELATED TOOLS • • • • • • • • • • • • MS Office Google Workspace Salesforce ServiceNow Zendesk SRC Oracle EBS Diagram - Flowchart Asana Form Help Scout Quote Builder Xero CERTIFICATIONS Lean Six Sigma Green Belt Trained • Divergenz Training and Consulting • Issued Mar 2022 • Credential ID- Applying Six Sigma Using Minitab • Divergenz Training and Consulting • Issued Mar 2022 • Credential ID- PROFILES • https://www.linkedin.com /in/jabelah/ • Review and edit deal registration documents for accuracy, completeness, and compliance with internal policies and legal regulations. Problem Resolution and Customer Support: • Receive and address partner inquiries, concerns, and escalations related to the deal registration process. • Resolve problems, discrepancies, or miscommunications in a timely and appropriate manner, ensuring partner satisfaction and trust. • Provide exceptional customer support throughout the deal registration process, serving as a trusted advisor and point of contact. • Troubleshoot and resolve internal issues related to deal registration, such as system errors, eligibility, documentation, and process clarifications. • Investigate and analyze partner-related issues and challenges related to deal registration. • Escalate complex or unresolved issues to appropriate internal stakeholders and ensure timely resolution. • Collaborate with internal teams to improve processes and systems to prevent recurring issues and enhance partner experience. Operations and Collaboration: • Organizing and monitoring work processes, and ensuring deadlines and targets are met. • Develop work schedules based on budgets, workloads, and priorities, optimizing resource allocation. • Gather necessary resources, implement productivity standards, and resolve operational issues affecting the deal registration process. • Maintain reference manuals and implement new procedures to support efficient and accurate deal registration. • Effectively communicate and collaborate with stakeholders at all levels within the organization, ensuring alignment and fostering strong relationships. • Collaborate with cross-functional teams, including the Channels Team, Sales, and Operations, to handle complex issues and requests related to deal registration. Timekeeping Management: • Oversee the timekeeping process, ensuring accurate recording and reporting of employee attendance, including regular working hours, overtime, and exceptions. • Address and resolve timekeeping discrepancies or issues, collaborating with HR and payroll teams as needed. • Review and approve or deny leave requests based on company guidelines, employee eligibility, and available leave balances. • Coordinate with the team to ensure appropriate coverage during leave periods, minimizing operational disruptions. • Communicate and educate employees on leave policies and procedures. Hiring, Training and Development: • Review resumes, conduct initial screenings, and schedule interviews with qualified candidates. • Conduct interviews, assess candidates' skills, qualifications, and cultural fit, and make informed hiring decisions. • Coordinate and participate in hiring committees or panels to ensure fair and consistent decision-making processes. • Develop and implement a comprehensive onboarding program for new hires, providing them with a smooth transition into the organization. • Coordinate with HR and department managers to ensure new hires • • • • • • • have the necessary equipment, access, and resources on their first day. Provide guidance and support to new employees during their initial period, answering questions and addressing concerns. Identify training needs for new employees based on their roles and responsibilities. Provide ongoing coaching and mentoring to new employees, ensuring their growth and development. Monitor and evaluate new employees' progress, providing feedback and guidance for improvement. Set performance expectations and goals for new employees, aligning them with departmental and organizational objectives. Conduct regular performance evaluations, providing constructive feedback and recognition for achievements. Address performance issues promptly, providing coaching and corrective actions when necessary. March 2021 - July 2021 Partner Deal Registration Workgroup Lead KMC Solutions, Inc. | 5 Months • Contribute to ongoing process and workflow improvements. • Maintain high levels of professionalism when interacting with Zoom employees and clients. • Provide outstanding customer service in handling issue resolution and escalations. • Identify opportunities for process improvement and escalations. • Plan, create, and manage the overall process documentation. • Handled escalated and complicated issues/requests from the Channels Team regarding deal registration. • Supports and communicates business goals, quality standards, processes and procedures and policies • Monitor data queues/SFDC Dashboards to ensure the team is maintaining posted SLAs. • Manage special projects as needed and participate in testing and roll-out of improvement • Provide support and mentoring for new employees while conducting an evaluation and identifying sections where improvements are needed • Maintain timekeeping and personnel records. • Involve in the hiring processes and activities. • Complete other job duties and projects as assigned. July 2020 - February 2021 Partner Deal Registration Analyst KMC Solutions, Inc. | 8 Months • Process deal registrations for the Zoom Channel Programs • Run Daily reports of New deal registration, Denied, and back logs. • Research deal registration requests for account ownership and pipeline / forecast duplicate deals • Ensure completeness and accuracy when processing deal registrations • Monitor the ongoing status of existing deal registrations • Actively contesting rejected Deal Registrations where there is a valid business case • Drive timely and accurate responses to render a decision to approve or deny the deal registration, adhering to defined SLA's • Ensure deal registrations are approved and converted to opportunities. • Be the liaison between the Sales organization, Channel Sales and Partners to execute on deal registration program guidelines. • Checking the data integrity of the deal registration, lead, opportunity and zm contract. • Contribute to ongoing process and workflow improvements. • Manage deal registration scope changes and gaining CAM and AE approval as needed. • Inform Analyst II of any potential issues with deal reagistration, system and workload. • Maintain high levels of professionalism when interacting with Zoom employees and clients. • Provide outstanding customer service in handling issue resolution and escalations. • Able to handle multiple responsibilities. Able to prioritize effectively. • Complete other job duties and projects as assigned. February 2018 - June 2020 Production Support Associate ISUPPORT WORLDWIDE | 2 Years and 5 Months • Work with assigned account managers and Sales Director to drive BDA value and meet customer needs. • Attend client meetings with the account manager and Sales Director to understand client needs and the brand. • Source products and create presentations based on differentiation strategy and client needs. • Negotiate prices and terms with vendors to maximize profitability while maintaining quality standards. • Manage projects and orders from start to finish to meet deadlines. • Create visually appealing and engaging presentations that effectively communicate our value proposition and unique product offerings. • Stay updated on industry trends, market demands, and competitor offerings to inform product sourcing decisions. • Communicate timely order status to the Account Manager, CSC, and/or Client. • Accurately enter sales orders into the system, ensuring all required information is captured. • Complete Art Tickets, value-added services, and other internal documents as requested by the Account Manager. • Generate purchase orders in accordance with business requirements and service level agreements (SLAs). • Coordinate with vendors to ensure timely delivery of goods and resolve any shipping or tracking issues. • Manage order scope changes, including updating purchase orders, sending revised artwork, and obtaining client approval on changes. • Reconcile orders, invoices, and payments to ensure accuracy and resolve any discrepancies. • Ensure orders are invoiced within 2 business days of order shipping. • Run daily OBIEE Reporting as required. • Partner with various departments within BDA to increase gross profit revenue, minimize cost of goods sold, and ensure customer satisfaction while leveraging overall BDA spend. • Provide outstanding customer service in handling issue resolution and customer escalations. • Achieve individual performance metrics and measurements. • Maintain data integrity of purchase orders and invoices. • Generate forecasting reports to provide visibility to the sales team on budget and margins. • Handle multiple responsibilities and prioritize effectively. • Serve as the point of contact for Team Boston, assisting in workload management, resolving PO holds, and troubleshooting EBS issues. January 2017 - September 2017 Operation Service Specialist SERVICE SOURCE | 9 Months, Philippines • We are responsible for generating sales quotations, booking packages and/or invoices within Client and Internal systems. • We provide proactive and reactive support to account managers regarding contracts, quotes and upselling or cross-selling. • Escalated customer concerns, issues and requirements to supervisors for immediate rectification. August 2009 - January 2017 Senior Return Specialist PCM acquired by INSIGHT DIRECT PHILIPPINES, LLC | 7 Years and 6 Months, Philippines • Process and manage the process of requesting return merchandise authorizations (RMA) from buyers and vendors. • Schedule pick-ups or provide shipping labels and return instructions to customers for smooth return shipments. • Coordinate with the warehouse to ensure all returned products are received and processed for refunds. • Generate daily reports on returns without return authorization for further investigation and resolution. • Generate weekly reports on miscellaneous credit refunds for lost shipments and restocking fees. • Generate monthly reports on return volume and maintain a lost claim log for analysis and improvement purposes. • Handle order escalations promptly and professionally, addressing customer concerns and resolving issues to ensure customer satisfaction. • File claims with carriers and virtual warehouse platforms in the event of lost or damaged packages. • Review lost claim requests and supporting documentation to ensure accuracy and validity. • Verify claim details, including claimant information, claim amounts, and supporting evidence. • Confirm authorization and approval for lost claim payment processing. • Accurately calculate claim payment amounts based on approved guidelines. • Collaborate with various departments, including customer service, warehouse, and accounting, to ensure smooth returns and timely refunds. • Review credit memos received from vendors. Accurately apply credit memos to customer accounts, ensuring they are appropriately allocated to outstanding invoices or future purchases. • Collaborate with the accounting and billing departments to reconcile credit memos and ensure accurate financial records. • Resolve any discrepancies or issues related to credit memos, such as incorrect amounts or misapplied credits, by coordinating with the appropriate stakeholders. • Maintain accurate documentation and records related to returns, refunds, and order escalations. • Stay updated on company policies, procedures, and best practices related to returns and order management. • Identify opportunities to streamline and improve the returns process, proposing and implementing process enhancements as needed. • Monitor and manage return-related expenses, such as restocking fees and shipping costs. • Provide timely updates and resolution status to customers, customer service representatives, and other stakeholders. • Adhere to company policies, procedures, and compliance requirements in returns and order escalation handling. • POC • Cross trained and work as Order Management Senior Specialist • Generate daily reports on shipping orders, back orders, and orders in process with estimated time of arrival (ETA), and distribute them to sales managers, sales directors, and the Vice President. • Coordinate with the purchasing team and vendors to ensure product availability and resolve any inventory issues. • Monitor open orders to ensure timely fulfillment, following up with vendors for purchase status and resolving any back orders. • Identify order issues, such as missing order information or orders that were incorrectly set up, and work with sales managers and other departments to resolve these issues promptly. • Stay updated on product availability, lead times, and other relevant information to provide accurate and timely updates to stakeholders. • Adhere to company policies, procedures, and compliance requirements related to order management and issue resolution. • Provide exceptional customer service by promptly and effectively resolving order-related issues, ensuring customer satisfaction. • Provide tracking numbers upon request. September 2008 - May 2009 Technical Support Representative WEST CONTACT SERVICES INC, | 9 Months • Process line activation and service plan • Answered customer inquiries, billing questions, payment extension and processed payments related to phone service. • Assist and resolve technical issues on phone and service features. • Troubleshot customer issues using remote access software tools. • Maintained and exceeded performance and quality standards, meeting customer support objectives. July 2007 - April 2008 Customer Service Representative RAINMAKERASIA acquired by SHORE SOLUTIONS GLOBAL | 10 Months • Answered customer inquiries, billing questions and processed payments related to orders. • Demonstrated outstanding problem solving and active listening skills - able to diffuse difficult customer situation with tact and ease. • Encourage customer to sign in and maintain club membership. • Process and modify phone and online orders. • Demonstrated excellent communication skills in resolving product and consumer complaints. • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. March 2006 - September 2006 Senior Cashier FREEMONT FOODS CORPORATION | 7 Months • Responsible for the daily balancing and reconciling of cash office account/s. • Handle daily bank deposits. • Assist the Managers with various clerical duties as needed. • Attend meetings and training as scheduled. • Perform basic administrative and other duties as assigned. • Perform all assigned side work including replenishing condiments and restocking side stands Help with the preparation of catering orders or other preparation duties August 2003 - March 2004 Senior Cashier JOLLY BAYBAY CORPORATION | 8 Months • Responsible for the daily balancing and reconciling of cash office account/s. • Handle daily bank deposits. • Assist the Managers with various clerical duties as needed. • Attend meetings and training as scheduled. • Perform basic administrative and other duties as assigned. • Perform all assigned side work including replenishing condiments and restocking side stands Help with the preparation of catering orders or other preparation duties EDUCATION 1999 High School St. James School, Subic, Olongapo City 1995 Elementary Astorga Elementary School, Astorga, Dumarao, Capiz Salutatorian Bachelor of Science | Medical Technology University of San Agustin, Iloilo City Undergraduate AWARDS AND RECOGNITION RAINMAKERASIA acquired by SHORE SOLUTIONS GLOBAL • Inbound Sales Training - July 2007 • Customer Service Training - September 2007 • Customer Service Training for Thompson Group - October 2007 PCM acquired by INSIGHT DIRECT PHILIPPINES, LLC • Enthusiastic Star - March 2011 • Performance and Reliability - June 2014 • Five-Year Service - August 2014 • Outstanding Contributor - March 2016 • Outstanding Contributor - June 2016