Sylvia Lam Email & Phone Number

California, United States

San Jose, California, Us

San Jose, California, Us

- Implemented new Deal Desk workflow to streamline the quote-to-cash (Q2C) process- Provided documentation, training and process support in companywide CRM transformation

San Francisco, California, Us

- Drove SFDC pipeline management & led quarterly commission cycle

Palo Alto, California, Us

- Managed the supply chain, in both processes and systems, for retail and B2B businesses

Santa Clara, California, Us

- Drove agreement on process and system changes, internal controls and data elements to raise adoption of the new ASC 606 accounting standards

Santa Clara, California, Us

- Clients include Cisco, NetApp & HGST/Western Digital

San Jose, Ca, Us

- Executed the rollout of workforce planning in Operations Management, Deal Management and Field Operations- Performed gap analysis between present and future skill sets

San Jose, Ca, Us

- Created user stories in Rally to bring automation and increase productivity in the Enterprise Agreement sales cycle.- Documented the pre-sales processes, systems and data flow to identify process gaps and pain points and established a foundation for process standardization and automation across software architectures.- Refined Contract data quality standards to improve the accuracy & consistency of data quality metrics.

San Jose, California, Us

- Drove the overall planning, analysis and execution of key support initiatives.- Recommended to-be processes to strengthen cross-functional collaboration in a $14 million asset recovery effort.

San Jose, Ca, Us

- Provided PMO support to drive Go-To-Market program execution and delivery.- Integrated business readiness planning with project delivery methodology to increase adoption and acceptance of the Sales talent assessment tool.

San Jose, California, Us

- Managed the implementation of live chat as a new support channel to engage customers.- Created a baseline and usage projection to forecast the staffing needs.- Enhanced usability of the new support capability and customer experience through agent training, process documentation and best practice adoption.

San Jose, California, Us

- Led operational communications to keep employees, services partners and customers informed and engaged.- Increased webinar registrations by 5X through promotions and marketing automation system integration.- Defined email segmentation strategy to improve campaign targeting and administered timely execution to 20K customers.

San Jose, California, Us

- Developed and executed business readiness strategies and managed audience-based communication activities to drive adoption and change.- Created a positive customer experience with landing page redesign to make Support information and training materials readily available.- Increased user community engagement and operationalized feedback mechanisms using online surveys, focus groups and forum discussions to determine gaps, issues and opportunities for improvement.

San Jose, Ca, Us

- Defined governance policy and implemented contract management process which affected 250 vendors worldwide.- Instrumental in improving the quality and reliability of spend forecasting, budget and resource planning.

Tokyo, Japan, Jp

- Optimized major Order-to-Cash process workflow and reduced operational errors by automating validation process, implementing system control and minimizing manual intervention in Microsoft Navision ERP system.- Ensured compliance with the Japanese version of Sarbanes-Oxley (J-SOX) and implemented internal controls and remediation of risks identified over financial reporting applications. Performed IT control testing and process review in quarterly audit preparation.- Increased subscriptions and customer retention with the launch of email marketing campaigns to small business customers to renew their products and services using Responsys Interact.

Tokyo, Japan, Jp

- Developed financial models for annual budgets, mid-year forecasts and variance analysis. Evaluated quantitative aspects of key strategic decisions, including OEM partnerships. Provided thought leadership in the creation of operational reporting in Consumer E-commerce across regions.

San Jose, Ca, Us

- Enhanced Oracle ERP data quality and improved user order processing experience in Cisco Ordering Tool. Recognized with the Team Achievement Award twice for my contributions to a large-scale process improvement project in a 12-month period.- Managed user expectations throughout the project lifecycle by facilitating effective cross-functional communication between stakeholders and technical teams. Resolved data integrity issues and improved alignment with customer requirements through partnership with vendors. - Instrumental in supporting Quote-to-Cash key process improvement initiatives by utilizing DMAIC (Define, Measure, Analyze, Improve and Control) methodology. Recommended process and system solutions to fulfill both business priorities and technical requirements.

- Identified strategic opportunities and researched on competitive landscape to drive business development planning. - Enhanced product offerings by eliciting customer feedback and translating customers’ unmet needs into a product roadmap. Developed go-to-market strategy with engineering, marketing and sales personnel.- Improved productivity by standardizing performance reports across clients.

Santa Clara, Ca, Us

- Streamlined reporting process and increased operational efficiency by leading the collaboration among external product vendors, data warehouse architects, and ETL developers in application upgrade, system enhancement, and major Oracle database conversion. - Utilized best practices of dashboard design and conducted mockups and user training in the pilot deployment of E.piphany (now Infor CRM) to drive executive adoption. - Expedited decision making process by delivering actionable information in forms of Key Performance Indicators (KPI’s), metrics, balanced scorecard and operational reports using reporting tool BrioQuery Designer (now Oracle Hyperion Interactive Reporting). - Partnered with Product Marketing to develop and implement an in-house Product Specification Tool (PST) for accurate product configurations and gross margin analyses. Prioritized and scoped change requests, developed test plans, and supported testing to ensure successful deployment and minimum disruption to the production environment.

Bachelor Of Arts, Business Economics

Master Of Business Administration, Concentration In Supply Chain Management