Paula Karina Villar

Team Leadership & Development
Recruit, onboard, and manage a skilled GTM Ops team in the Philippines.
Provide coaching, mentoring, and professional development to team members.
Set performance metrics, conduct regular evaluations, and define clear goals to drive team success.

Project Management & Strategic Initiatives

Lead mid - to high-impact GTM Ops projects, collaborating with Sales and Revenue Systems teams on process and tool optimization. Drive the implementation of strategic initiatives to improve sales productivity and operational efficiency.

Operational Process Management & Optimization
Oversee day-to-day GTM Ops tasks, ensuring adherence to SLAs and targets.
Optimize key processes such as opportunity holdover, user role changes, and Rules of Engagement (ROE) updates.
Lead AOP Turnaround and Territory Carve, including data preparation, audits, enrichment, and migration (e.g., Salesforce uploads).
Maintain Sales Org Charts and manage Clari Quota uploads.
Conduct post-AOP quality audits to ensure data accuracy and integrity.

Cross-Functional Collaboration
Partner with Sales leaders, Revenue Systems, and teams like Business Intelligence, Commissions & Compensation, Finance Planning & Analysis, Revenue Strategy, CSM, and IT on process improvements.
Work with IT and system admins to resolve technical issues related to sales tools and platforms.

Data Management & Governance
Oversee vetting, enrichment, and routing of accounts and opportunities to maintain data hygiene and alignment with GTM goals.
Safeguard and maintain ROE for the GTM team, ensuring process adherence through regular audits.
Manage Salesforce data migration and ensure proper data handling across platforms.

Sales Tools Management & User Support
Manage user access, role provisioning, and troubleshooting for tools such as Salesforce, LeanData, Chili Piper, Clari, Clearbit, Cognism, and Apollo.
Provide ongoing support to ensure tools are operating effectively to maximize sales productivity.

• Led global support operations, managing a 24/5 team providing ticketing and chat management for internal GTM stakeholders across APAC, EMEA, AMER, and LATAM regions.
• Directed the resolution of Tier 1 and Tier 2 queries and requests, ensuring high service levels and adherence to SLAs.
• Oversaw processes for Sales Operations, Partner Operations, Deal Desk, Data Analytics, Sales Tools Maintenance, and Lead Management, driving operational efficiency and tool optimization.
• Managed projects focused on process optimization and introduced innovative solutions to enhance support operations.
• Conducted monthly and quarterly business reviews to evaluate performance, identify improvement areas, and align shared services operations with organizational goals.
• Coached, mentored, and supported the team's professional development, fostering a culture of continuous learning and growth.
• Fostered cross-functional collaboration to support strategic initiatives and improve response times for internal requests globally.

• Handles a team of representatives who provide excellent Customer Service to Optus Clients
• Primary driver for team to achieve and excel NPS, AHT, FCR and IR
• Performs Deep Dive Analysis on detractors and neutrals
• Provides Behavioral Coaching techniques necessary to support reps in meeting and exceeding goals
• Conducts regular Call Evaluations necessary for supporting areas for improvement of reps
• Attends Calibration sessions with the Quality Team to make sure all process gaps are discussed
• Handles Escalation Calls through COLT and facilitates checks and save options for Optus customers
• Attends to all primary adhoc tasks for all team members for documentations and efficient tracking of data
• Manages queues where the AHT and agent IEX status are concerned and provides real-time feedback to reps

• Conducted New Hire training and mentoring to newly hired representatives
• Provided License to transact scorecard
• Communicate feedback and AFIs to support new hires with their onboarding process
• Created and worked on special projects necessary to uplift and enhance the customer services provided to the Partners
• Analyzed data and behavior of Partners and understood their needs, timelines and flow of business to better support them
• Conducted Service Reviews to Partners in various countries within APAC, US and EMEA through conference calls and video calls
• Assigned to manage Gold partners for Asia Pacific region and handled all backend transactions for Operations for Partners based in USA
• Provide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external
• Receive, investigate, and respond to partner inquiries regarding shipments, products, verifications, registration, and complaints
• Provide information regarding order status, shipping dates, prices, product availability, and back orders
• Analyze and research historical data to solve customer issues
• Log quality problems or issues in database
• Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner
• Assist in monitoring and evaluating quality of work of team members and provide feedback for coaching and development purposes
• Review revenue activity including pending orders