Experience in Operations support across ASEAN region. Skilled in Salesforce.com, MS office and analytic reporting. Dependable and practiced in multitasking to accomplish overall goals.

1. NG GUAT LAN GRACE
137 Jalan Bukit Merah, #10-1388, Singapore 160137
Mobile: (65) +65 9651 7827 Email: ecargn@hotmail.com
PROFILE
 In-depth technical and hands on Sales Operations experience
 Proficiency in Salesforce.com, MS Office, EBI, Oracle
 Telemarketing experience in services renewal
 Extensive and varied experience in analytic reporting
 Excellent organizational skills
 Effectively bilingual – able to speak and write English & Chinese
 Ability to quickly absorb new technical information
 Ability to form strong relationships with business partners, clients and colleagues
 Adaptable, initiative, pro-active, collaborative, a team player
 Ability to work independently and multi-task
PROFESSIONAL EXPERIENCE
NETAPP SINGAPORE PTE LTD Jan 2008 – Present
Sales Operations Specialist, ASEAN
 Provide training to Field on Business Processes and Policy.
 Compile Business report for country and sales performance.
 Manage and Support forecast submission of the business.
 Work closely with Sales to maintain updated pipeline.
 Support Pricing Variation Request (PVR) approval process.
 Assist Sales with quotes queries.
 Coordinate with internal departments regarding price issues, product availability and order status
 Manage pool of demo equipment.
 Assist in Channel Partner management such as Consolidate partner's incremental bookings every
quarterly, Supportive communication to Resellers for all issues including tools, Booking requirement,
shipment and returns.
 Execute full cycle of Order process.
 Follow up on escalated collections/ AR collection.
Key Achievement:
 Outstanding Employee Award for FY09
SUN MICROSYSTEMS PTE LTD Jul 2005 – Dec 2007
Customer Service Representative
 Responsible for the renewal of all expiring contracts/ warranty for Support service of all Singapore and
Malaysia customers as well as direct OEMs, issued quotations and maintained customer records.
 Role included forecasting of revenues, delivering the committed numbers and generates report for the
Business. This Business was subsequently transitioned to the Sun Services Team; involved with the
transition which included migration of data into operating system, provide support on quote generation
etc.

2. NG GUAT LAN GRACE Page 2 of 2
STORAGETEK SOUTH ASIA PTE LTD Feb 2003 – Jun 2005
Administrator
 Ownership for renewal for all expiring contracts/ warranty for Support service of all Singapore and
Malaysia customers as well as direct OEMs, issuing quotations and maintaining customer records.
 Forecasted revenue, meeting the numbers and generated report for the Business.
 Provided direct Marketing and Sales support to field sales organization. Managed, helped generate
and qualify as well as processed Sales leads. Also responsible for maintaining customer database.
 Generated new business through outbound calls and followed up on incoming Sales leads.
 Maintained revenue goals by quarter and year to date.
 Handled all Sales inquiries [telephone and mail] for services renewal.
PEARSON EDUCATION ASIA PTE LTD Sep 2001 – Dec 2002
Customer Service
 Job scope included order/sample processing and compiling Sales/forecasting reports & monitoring
inventory.
 Daily responsibilities included order/sample processing, access accounting systems such as SAP and
AS 400 for order status and pricings. Also responsible for creating product hierarchy into the system.
 Liaised with our clientele base of International schools and individual from North and South Asia as
well as regional offices. Other duties included monthly Sales Report compilation.
 Assigned the local, Malaysia & Indonesia portfolio & call centre responsibility to manage phone in
orders and handled customers’ feedback.
 Assigned stock Inventory duties which included traffic management for all product groups, tidying
record for long overdue orders and raising orders to in-house & external suppliers
STEWARD PTE LTD Jul 1997 – May 2001
Customer Service
 Daily functions were order processing, arranging outgoing shipment for customers, preparing buffer
stock (based on customer forecast), responsible to track incoming shipments to our local warehouse
 Other duties involved generating Sales report and preparing forecast for HQ. Tabulated month-end
inventory at out warehouse and at consignment premises. Sample department duties such as
requisition and inventory.
PREVIOUS EMPLOYMENT
 Administrator, CSA Distribution (1996-Jun 1997)
 Administrator, Prudential Assurance (1996)
 Stock-take Supervisor, JK Inventory Service (1992-1995)
OTHER DETAILS
 Diploma in Business Management, PSA Academy
 GCE ‘O’ Level, Fairfield Methodist Secondary School
 Salesforce.com, MS Office, EBI, Oracle
 English & Mandarin
 Singaporean
 Enjoy swimming, travelling and singing