Lalaine Tumabat
Director, Sales Operations
Calamba, Province Of Laguna
Summary
Accomplished Director of Sales Operations at RealPage (Philippines) Inc., with a proven track record in enhancing sales productivity and team performance. Leveraged analytical thinking and project management skills to drive strategic initiatives, resulting in increased bookings and streamlined operations. Excelled in developing high-performing teams, fostering employee engagement at Zendesk, and aligning sales and marketing efforts for optimal efficiency.
Knowledgeable Sales Operations Leader with proven history of leading high-performing teams and executing strategic initiatives that drive organizational growth. Successfully directed cross-functional projects that resulted in significant process improvements and operational efficiencies. Demonstrated leadership and communication skills in fostering collaborative environments and delivering impactful results.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
Director, Sales Operations
RealPage (Philippines) Inc.
02.2023 - Current
- Responsible for the hiring, development, and performance management of Sales Operations teams - Sales Operations Specialists, Lead Generation Specialists, Data Management Team, & Data Analytics
- Drive strategic initiatives aligned between business goals and sales organization.
- Thought leadership in creating best in class sales operations function.
- Work closely with internal and external partners to deliver scalable solutions to achieve desired state, which will ultimately result in increased bookings and overall sales productivity.
- Conduct analyses to gain deeper insights into our business and help sales management understand how to scale, manage and grow the business predictably and profitably.
- Play a significant role in the integration of acquisitions, focused on aligning and integration sales processes, methodologies, and tools such as CRM systems, CPQ, and other systems.
- Drive visibility and help create an effective end to end opportunity to cash process, streamlining the sales cycle and rolling out processes to make the full sales cycle more efficient.
- Lead projects and initiatives focused on improving productivity and simplifying process throughout sales organization.
- Strategize and help manage the development of consistent sales processes, policies and procedures across all verticals within RealPage Sales.
- Drive Sales and Marketing alignment for optimized lead to sales processes.
- Work closely with Senior Management, as well as internal and external personnel to drive sales productivity, sales forecasting, sales reporting/analytics, territory management, quota setting, quota attainment tracking and other sales operations activities in support of the Sales organization.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
Sales Operations Manager
Zendesk
09.2021 - 01.2023
- Manage Sales Operations within Manila Shared Services that comprise of Team leaders, Sr Sales Ops Specialist and Jr Specialists
- Drive and own strategic planning towards streamlining Sales Operations from a Shared Services scope
- Provide visibility and performance tracking to the business (Ticketing trends, Root Cause Analyses, sales operations efficiency and productivity KPIs, dashboards)
- Define sales policies, processes, and requirements; work with cross-functional teams on ongoing change management as business priorities evolve
- Lead ongoing analysis of business performance and present recommendations to GTM leadership for strategic decision making and investment in reduction of ticket volumes and increases in hot lead generation from data enrichment.
- Monitor , drive and innovate Internal Support provided for Sales & GTM Operations leveraging Zendesk Tools
- Oversee and jump into escalations with complex customer issues and support other team members with overcoming these scenarios
- Communicate Zendesk initiatives and actively foster openness and collaboration within the team
Sales Operations Lead
Zendesk
04.2020 - 09.2021
- Manage a team of Sales Operations analysts to drive day to day ticketing operations, data enrichment tasks and monitor data and performance of sales and operational efficiencies in our ticket volume to identify trends or issues with data quality
- Management of escalations and complex enquiries
- Prepare analysis and recommendations for strategic decision making
- Lead ongoing analysis of business performance and present recommendations to GTM leadership for strategic decision making and investment in reduction of ticket volumes and increases in hot lead generation from data enrichment.
- Monitor data and performance of sales and operational efficiencies in our ticket volume to identify trends or issues with data quality
- Provide guidance to analysts and act as a subject matter expert regarding product and processes
- Operate with a sense of urgency, customer empathy, and strong attention to detail.
- Contribute to the development and facilitation of new hire training as well as assisting with onboarding.
- Conduct QA evaluations and conduct calibration sessions with the team as well as follow through coaching sessions on process and knowledge gaps identified
- Oversee and jump into escalations with complex customer issues and support other team members with overcoming these scenarios
- Be proactive in providing outstanding support
- Communicate Zendesk initiatives and actively foster openness and collaboration within the team
- Perform ticketing and queue management duties
Sales Operations Analyst
Zendesk
05.2019 - 04.2020
Team Lead
Concentrix, Optus
09.2012 - 05.2019
Education
Bachelor of Science - Forestry
University of The Philippines
Los Banos, Province Of Laguna, Philippines 04.2001 -
Skills
Data Analysis and Reporting
Strategic Planning and Process Optimization
Technology and CRM Management
Leadership and Communication
Continuous Improvement
GTM Operations Management
Certification
Lean and Six Sigma - Green Belt Professional (Credential ID SAS/SSGB/187594-D)
Timeline
Director, Sales Operations
RealPage (Philippines) Inc.
02.2023 - Current
Sales Operations Manager
Zendesk
09.2021 - 01.2023
Lean and Six Sigma - Green Belt Professional (Credential ID SAS/SSGB/187594-D)
03-2021
Lean and Six Sigma - Yellow Belt Professional (Credential ID SAS/SSYB/158746-D)
03-2021
Sales Operations Lead
Zendesk
04.2020 - 09.2021
Sales Operations Analyst
Zendesk
05.2019 - 04.2020
Team Lead
Concentrix, Optus
09.2012 - 05.2019
Bachelor of Science - Forestry
University of The Philippines
04.2001 -
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