LAY KUAN LIM
Business Area Manager
Puchong,10
Summary
Goal-oriented manager with distinguished experience in sales and service industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Business Area Manager - Process Analytics
Mettler Toledo Malaysia
Petaling Jaya, Selangor, Malaysia
09.2024 - Current
- Developed strong relationships with customers, leading to increased customer satisfaction and repeat business with key accounts.
- Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
- Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
Business Area Manager - Service
Mettler Toledo Malaysia
Bukit Jelutong
04.2021 - 09.2024
- Developed strong relationships with customers, leading to increased customer satisfaction and repeat business.
- Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
- Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting industry best practices.
- Transformed underperforming teams into productive, profitable teams.
- Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.
- Developed and implemented strategies to improve customer service and increase sales.
- Optimized staffing levels by closely monitoring workload demands and adjusting schedules accordingly.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Increased team productivity by streamlining processes and implementing more efficient systems.
Service Sales Manager
Mettler Toledo Malaysia
Bukit Jelutong
11.2017 - 04.2021
- Handled key customer relations issues, enabling quick resolution, and customer satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Organized regular cross divisional sales meeting to review progress, share best practices, and set achievable targets for continued success.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Optimized sales funnel management, enhancing lead generation and conversion rates.
- Built long-lasting client relationships through excellent customer service and consistent followups.
Technical Manager - ANA
Mettler Toledo Malaysia
Bukit Jelutong
04.2017 - 10.2017
- Created comprehensive documentation of processes and procedures to ensure consistency throughout the department''s operations.
- Developed suggestions for technical process improvements to optimize resources.
- Delivered comprehensive technical training programs for staff members, enhancing overall team competency levels.
- Coordinated with other departments effectively, integrating technical requirements into broader organizational goals seamlessly.
- Built trusted relationships with stakeholders through clear communication and collaborative problem-solving efforts.
- Managed deliverable estimates, negotiated resource conflicts and allocated resources.
- Optimized team performance by establishing clear roles, responsibilities, expectations in accordance with best practices.
- Spearheaded process improvement initiatives, identifying inefficiencies and implementing solutions to optimize operations.
- Increased employee productivity by 40% through planning, training and mentorship.
Team Lead - Application Support
Mettler Toledo Malaysia
Bukit Jelutong
04.2016 - 03.2017
- Enhanced overall application team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for application team which helped in tracking progress towards set targets / timeline effectively.
- Coached team members in techniques necessary to complete job tasks.
- Drive team's operational excellences to provide high quality pre/post sales application support & deep customer engagement with regular performance reviews and pro-active coaching
- Develop team competencies (Soft and hard skills) keeping abreast with customer solution trends
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Ownership of shared solution knowledge base for the DIV/SBU
- Pre- and post-sales support for DIV/SBU with close cooperation with sales and service team and being an integral of MT sales process
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Application Chemist
Mettler Toledo Malaysia
Bukit Jelutong
07.2015 - 03.2016
- Drive team's operational excellences to provide high quality pre/post sales application support & deep customer engagement with regular performance reviews and pro-active coaching
- Develop team competencies (Soft and hard skills) keeping abreast with customer solution trends
- Ownership of shared solution knowledge base for the DIV/SBU
- Pre and post sales support for DIV/SBU with close cooperation with sales and service team and being an integral of MT sales process
- Development and maintenance of customer engagement/partnership programs through events, solutions or support delivery
- Management of Demo equipment and test facility
- Build a culture of high-performance team based on MT core values and teamwork across all divisions
- Achieve cross leads generation target
- Product application: Method development according to customer specification
- Generated reports detailing findings and recommendations.
R&D Chemist
PPG Performance (M) SDN BHD.
Shah Alam, Selangor
03.2011 - 08.2014
- To assist R&D Operational Support Manager Great China and SEA by managing the operational tasks assigned and report on the progress and schedule
- To organize, schedule project plan and monitor the specific projects with the teams involved
- Responsible for new formulation introduction, transfer to local production with approved raw materials
- Represent and coordinate R&D activities in Malaysia, presentations to customers and attend at meetings at the request of the organizations
- To assistant R&D operational manager to organize training plan and execution
- To provide technical support from purchasing, logistic, QC and production department for Malaysia and India
- To ensure all R&D activities to follow ISO requirement
- To provide efficient support to sales and marketing demand
- To advise management about market development for raw material/products
- To plan, supervise, monitor and develop personnel that are reporting to the job holder
- Ensure R&D lab meets HSE requirements
- Conduct raw material screening in line with the R&D protocols provided
- Ensure all first-time manufacture products are suitable for local processing conditions and RM availability
- Provide support as required to help processing maintain efficient processing formulation for local conditions
- Carry out reworking of slow moving stock (RM’s or FG) after approval of R&D and returned stock with good communication inside R&D organization and to supply chain
- Provide support to complaints in terms of analysis and handling (including site visits)
- Support on Product Stewardship issues to ensure the requirements are complied with PPG guidelines & all related countries rules and regulations
- Take initiative to ensure good communication with other departments to solve any technical issue raised efficiently, as well as good interaction with China R&D regarding technical items
- Assistant Management Representative of PPG for ISO 9001:2008
- SAP system
- Product Stewardship: Deal with government regulations, set up CIMAH and EHSNR in Malaysia, comply substances declaration as required by Thailand and Japan
- Work independently and also be a leader in a group: take lead on complaint batch investigation, self-initiate cost down project study
- Instrumentation knowledge : Haake viscometer, Karl Fisher
QA cum Chemist
SKK CHEMICAL (M) SDN BHD.
07.2008 - 03.2011
- - Responsible for company's documentation for ISO 9001 : 2008
- - Ensure that each department system is in compliance with ISO 9001 : 2008
- - Raise and initiate Management Review Meeting and Management Review Report
- - Submit report for Management Review Meeting to Director
- - Prepare the audit schedule and compile the audit finding report
- - Verify the implementation and effectiveness of Corrective / Preventive Action
- - Ensure all SIRIM documents are updated for twice yearly audit
- - Responsible in the renewal of SIRIM license and all SIRIM related matters
- - Issue and control document ( all of 4.01 )
- - Improve and develop the product
- - Evaluate new material
- - Study the prevention of the occurrence of product Non-conformity
- - Identify the product quality problems
- - Recommend or provide the solutions for product Non-conformity
- Working as a team
- Executing tasks effectively under minimal supervision
- ISO 9001, SIRIM Product Certification and Eco-Labeling knowledge
- Instrumentation knowledge (Gas Chromatography and Particle Analyzer)
R&D Trainee
UAC Bhd.
05.2007 - 07.2007
- Carried out the R&D project given
- Prepared R&D samples
- Conducted QC tests on the samples prepared
- Working as a team
- Executing tasks effectively although minimal supervision
- The usage of different types of company products
Education
Bachelor's Degree - Chemistry
University Putra Malaysia
Serdang 06.2005 - 08.2008
Higher Secondary/STPM/"A" Level/Pre-U - Others
Bukit Jalil Sports School
Bukit Jalil 06.2002 - 12.2004
Skills
Business development and marketing planning
Performance management
Process improvement
Cross-functional collaboration
Database management & data analysis
Timeline
Business Area Manager - Process Analytics
Mettler Toledo Malaysia
09.2024 - Current
Business Area Manager - Service
Mettler Toledo Malaysia
04.2021 - 09.2024
Service Sales Manager
Mettler Toledo Malaysia
11.2017 - 04.2021
Technical Manager - ANA
Mettler Toledo Malaysia
04.2017 - 10.2017
Team Lead - Application Support
Mettler Toledo Malaysia
04.2016 - 03.2017
Application Chemist
Mettler Toledo Malaysia
07.2015 - 03.2016
R&D Chemist
PPG Performance (M) SDN BHD.
03.2011 - 08.2014
QA cum Chemist
SKK CHEMICAL (M) SDN BHD.
07.2008 - 03.2011
R&D Trainee
UAC Bhd.
05.2007 - 07.2007
Bachelor's Degree - Chemistry
University Putra Malaysia
06.2005 - 08.2008
Higher Secondary/STPM/"A" Level/Pre-U - Others
Bukit Jalil Sports School
06.2002 - 12.2004
Accomplishments
- Led the development and execution of Service Sales & Service Operation, achieving a CAGR growth of 9.4% in service business from 2021 - 2024.
- Drove strategic change initiatives and collaborated with cross-functional teams across multiple service business units (Lab, Industrial, Product Inspection & Process Analytics), resulting improvement in operational efficiency: 50% productivity growth and 20% of utilization growth
- Demonstrated financial acumen by managing budgets and implementation of cost-efficient strategies, achieving a 22% of profit margin.
- Awarded Global Service Profitability award in 2022 and AP Service Excellence award in 2023.
Technical Skills
Data Visualization & Analysis Tools:
Ability to create interactive dashboards and apply storytelling techniques to effectively communicate insights and drive decision-making for stakeholders
CRM System:
Experienced in SAP project lifecycle with implementation as a Power User
Process Improvement:
Understanding of business processes and methodologies, such as ITIL or Lean, to enhance service delivery and efficiency
Languages
Bahasa Malaysia
English
Chinese