Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
ZINNIRAHBIBI BINTI GULAM MOHAMAD
SALES AND MARKETING TEAM LEADER OPERATION
Shah Alam, Selangor
Summary
Dynamic Operation Team Lead with a proven track record at Mettler Toledo Asia Pac Sdn Bhd, excelling in team leadership and process improvement. Skilled in CRM management and problem-solving, I achieved a 100% service level while fostering a collaborative team culture that maximized performance and engagement.
Experienced with leading operations teams to achieve streamlined processes and efficient workflows. Utilizes strong problem-solving skills and effective resource management to drive operational success. Track record of fostering team collaboration and delivering consistent results in dynamic environments.
Well-versed in monitoring tasks, teams and activities for completion, accuracy and compliance with standards. Excellent attention to detail with a methodical and well-organized nature.
Overview
9
9
years of professional experience
4
4
Certificates
Work History
Sales and Marketing Team Lead Operation
Mettler Toledo Asia Pac Sdn Bhd
04.2023 - Current
- Team Leadership and Management: Lead and manage the team effectively, ensuring clarity in roles and responsibilities for all members.
- Accountable for meeting the team's Key Performance Indicators (KPIs), achieving a 100% Service Level (24-hour reception), and maintaining team accuracy at 99%.
- Stakeholder Engagement: Develop and maintain positive relationships with both internal and external stakeholders to facilitate effective communication, collaboration, and service delivery.
- Performance Monitoring and Coaching: Continuously monitor team performance and service quality, identifying gaps and providing targeted coaching and training to enhance skills and productivity.
- Process Improvement Initiatives: Proactively identify areas for process improvement and implement changes to enhance efficiency and effectiveness in service delivery.
- Team Motivation and Development: Foster a motivating work environment by encouraging team members and providing them with necessary support. Recognize individual strengths and weaknesses to maximize the team’s potential. Team
- Culture and Engagement: Create and nurture a positive and engaged team culture, promoting strong teamwork and employee retention.
- Leadership by Example: Demonstrate a commitment to excellence, professionalism, and ethical behavior in all interactions and tasks, serving as a role model for team members.
- Problem Solving and Decision Making: Exhibit effective problem-solving skills and make timely, practical decisions. Complete assigned tasks thoroughly and within established timelines.
- Project Management – SAM Process Harmonization (2024): Lead the project for SAM process harmonization across multiple countries, ensuring consistency and alignment in service delivery standards.
- Project Management – Roll In Mexico (2025): Successfully handle the Roll In project for Mexico as a power user, facilitating seamless integration and operational efficiency.
Service Team Lead Operation
Mettler Toledo Asia Pac Sdn Bhd
04.2021 - 03.2023
- Manage and lead a team of 18 employees.
- Oversee all team activities, including task planning and execution.
- Develop strategies and plans to accomplish tasks effectively.
- Coordinate with other departments to resolve operational issues.
- Serve as the primary communicator, ensuring timely distribution of information to team members.
- Track and organize various tasks, employee responsibilities, and documentation.
- Set clear goals and objectives for team members to achieve.
- Implement process improvements to enhance operational efficiency.
- Led the harmonization of the SVC process between Malaysia, Singapore, and Thailand in 2021.
- Handled and supported the Roll-In operations for Asian countries (apan -2021, Korea and ANZ in 2022.
- Developed KPIs for the team and created dashboards using Big Data in Power BI (2022), later migrating them to the SAP Analytics Cloud (SAC) platform.
- Responsible for training and grooming potential team leaders (acting team leads).
- Manage resource allocation to ensure an efficient workflow.
- Prepare and present reports on team performance to management.
- Support change management initiatives within service operations globally.
Service Senior Executive Operation
Mettler Toledo Asia Pac Sdn Bhd
04.2020 - 03.2021
- Accountable to meet Service Level (Process Order with 24 hours) and Customer Satisfaction
- Project Management : Handling Roll- In Thailand Successfully.
- Monitoring daily performance of TH Team with 5 executives.
- Problem solving to minimize aging transaction and customer dispute.
- Proactively interface with unit key users to facilitate transaction processing.
- Monitor team performance and its service quality so to deliver proper coaching and training.
- Execute initiatives in particular unit operation that team lead and power user guide.
Service Executive Operation
Mettler Toledo Asia Pac Sdn Bhd
05.2019 - 04.2020
- Execute daily transactions and resolve issues within delegated authority.
- Support APAC (MY & SG) by processing service contracts orders.
- Manage end-to-end (E2E) service contract creation, renewal, and maintenance.
- Ensure timely processing of new service contracts, renewals, and related to billing Service Contract (SvcCon) tasks to meet KPIs.
- Create and maintain accurate data records (New Customer Data)
- Perform daily housekeeping tasks and proactively alert on potential issues.
- Participate in initiatives to improve operational efficiency.
- Communicate effectively with the team to troubleshoot and resolve cases.
- Support the daily transactional activities of team members.
- Escalate cases that may have a business impact to the appropriate stakeholders promptly.
Service Customer Support -Contract Management
Mettler Toledo (M) Sdn Bhd
06.2018 - 04.2019
- Support MT-MY in contract renewal processes to ensure timely renewals.
- Assist in the migration of MT-MY contract data from the ACCPAC system to the SAP system.
- Receive and process customer Purchase Orders (POs), and create corresponding contracts accurately.
- Renew quotations and follow up with customers to secure renewals and updates.
- Maintain and update contract data in the system to ensure accuracy and compliance.
- Coordinate with sales, finance, and legal teams to resolve contract-related issues.
- Monitor contract expiry dates and proactively initiate renewal discussions.
- Generate reports on contract status, renewals, and customer communications.
- Support customer inquiries related to contracts and provide timely resolutions.
- Assist in the continuous improvement of contract management processes and tools.
Data Cleansing (Contract)
Mettler Toledo (M) Sdn Bhd
12.2017 - 05.2018
- Supporting data cleaning efforts during the company's ongoing system migration.
- Standardizing data formats and ensuring consistency across multiple sources and systems.
- Validating data accuracy through cross-checking with original documents and reliable references.
- Collaborating with relevant teams to verify and update missing or uncertain information.
- Maintaining detailed documentation of data correction activities and generating quality reports.
- Ensuring cleaned data was accurate, complete, and ready for migration purposes.
Admin Executive - Transport
Prima Lines Global Resources
06.2017 - 11.2017
- Managed and verified drivers’ daily travel logs to ensure accuracy and compliance with company procedures.
- Prepared and issued client billing based on completed delivery routes and service records.
- Calculated drivers’ salaries and allowances according to assigned routes and trip logs.
- Maintained organized filing and documentation of Purchase Orders (POs), invoices, and related transport records.
- Coordinated with drivers and clients to resolve discrepancies in billing or travel documentation.
- Supported daily transportation operations to ensure smooth workflow and timely delivery of services.
Trainee Account Payable
Robert Bosch Sdn Bhd
02.2017 - 05.2017
- Started with basic duties such as organizing documents and performing administrative tasks.
- Prepared payment proposals and processed payments for Malaysia and Singapore Robert Bosch.
- Took full responsibility for handling Credit Notes and Debit Notes.
- Gained hands-on experience with administrative duties and the SAP system.
- Participated in departmental meetings and company events, contributing to overall professional growth.
Education
MBA - Business Analytics
Universiti Tun Abdul Razak (UNIRAZAK)
Kuala Lumpur, Malaysia 04.2001 -
BBA - Islamic Banking And Finance
Universiti Tun Abdul Razak (UNIRAZAK)
Kuala Lumpur, Malaysia 04.2001 -
Skills
CRM management
Teamwork and collaboration
Customer service
Microsoft office
Problem-solving
Time management
Problem-solving abilities
Team leadership
Multitasking
Decision-making
Data collection
Data visualization
Software
SAP Analytical Cloud
Power BI
Field Service System
Service-now
SAP CRM
SAP ECC
Power-Automate
Tableau
Celonis
Astea Alliance
Simprosuite
ACCPAC
Ui-Path
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Managerial Accounting Fundamentals
Timeline
Human Resources Management Capstone: HR for People Managers
08-2023
Get Started With Tableau
08-2023
Corporate Finance Essentials
05-2023
Sales and Marketing Team Lead Operation
Mettler Toledo Asia Pac Sdn Bhd
04.2023 - Current
Managerial Accounting Fundamentals
04-2023
Service Team Lead Operation
Mettler Toledo Asia Pac Sdn Bhd
04.2021 - 03.2023
Service Senior Executive Operation
Mettler Toledo Asia Pac Sdn Bhd
04.2020 - 03.2021
Service Executive Operation
Mettler Toledo Asia Pac Sdn Bhd
05.2019 - 04.2020
Service Customer Support -Contract Management
Mettler Toledo (M) Sdn Bhd
06.2018 - 04.2019
Data Cleansing (Contract)
Mettler Toledo (M) Sdn Bhd
12.2017 - 05.2018
Admin Executive - Transport
Prima Lines Global Resources
06.2017 - 11.2017
Trainee Account Payable
Robert Bosch Sdn Bhd
02.2017 - 05.2017
MBA - Business Analytics
Universiti Tun Abdul Razak (UNIRAZAK)
04.2001 -
BBA - Islamic Banking And Finance
Universiti Tun Abdul Razak (UNIRAZAK)
04.2001 -
Languages
English
Malay