Petaling Jaya, Selangor, Malaysia
I help organizations unlock the full value of their enterprise software investments. I combine functional analysis with empathy-driven change management, acting as the translator who ensures stakeholders get what they need and developers build what matters. Signature Achievements: Scale: Managed adoption and change strategies for a global user base of 30,000+. Modernization: Acted as the functional liaison for the complete re-engineering of legacy pricing applications, redefining UI/UX and business logic. Optimization: Reduced operational debt and protect developer capacity by filtering escalations and resolving user blockers through improved documentation and root cause analysis. Core Competencies: Functional Analysis: Requirements Gathering, UAT Orchestration, Stakeholder Management. Change Management: Training Delivery, User Advocacy, Feedback Loop Analysis. Release Operations: Go/No-Go Governance, Feature Impact Analysis, Post-Deployment Hypercare. Tech Stack: Salesforce | SugarCRM | Jira | Agile & Scrum
Global Change Management Strategy: Partnered with the OCM team to craft release strategies for complex Salesforce implementations and third-party integrations, ensuring new technical features translated into seamless business adoption. Adoption & Enablement: Led the end-to-end creation of weekly enablement materials and monthly training modules, translating technical release notes into user-friendly guides to drive feature utilization. Continuous Improvement Analysis: Analyzed global user feedback to drive post-deployment strategies, shifting the focus from initial hypercare to long-term feature utilization and value realization.
Large-Scale Migration: Supported a global migration for 30,000 users from SugarCRM to Salesforce, managing regional data readiness and cleanup to ensure high-integrity deployment. Change Management: Drove system adoption across diverse markets through localized enablement, facilitating user buy-in while actively addressing feedback and pain points. Operational Efficiency & Analytics: Empowered sales teams with custom reports, dashboards, and frontline support to resolve blockers, filtering escalations to reserve developer capacity for valid technical defects.
Application Modernization: Successfully Re-engineered the legacy Pricing Application. Acted as the technical representative for business owners, translating functional needs into development specifications to ensure the new UI/UX and features met business goals. End-to-End Test Leadership: Directed the full testing lifecycle (SIT/UAT) for Pricing App and SugarCRM releases, managing execution and defect reporting to ensure system stability. Release Governance: Managed the Go/No-Go decision process, ensuring all functional criteria and quality standards were met prior to deployment.