Mohammed Ishak Bin Abu
Channel Management Specialist
Summary
Goal-driven, maintains a productive climate and confidently motivates, mobilizes, and coaches the team to meet high performance standards. Strong communicator and interpersonal skills to relate objectives and concerns of management to the team and from the team to management; and foster collaborations with other functional groups to meet the organization objectives. Experience in developing channel partners relationship and influencing compliance to corporate directions. Experience in consultative and technical sales. Coaching and mentoring sales staff and channel partners. Highly capable QC professional with a broad range of experience and proven leadership capability in managing a laboratory in a regulated industry compliant to cGMP and regulatory requirements e.g. FDA, EU and HSA. Proven record managing laboratory operations, procedures and improving productivity with no compromise on the following: Safety. Compliance to corporate and regulatory requirements. Operating within the budget and costs savings target. Strong background in the following: Installation and qualification of laboratory instruments e.g. HPLC, GC & Dissolution Installation and qualification of SQL LIMS & CDS (Empower & Cerity) Broad range of laboratory instrumentations with strong capability in troubleshooting and maintenance. Method transfer and method verification. Laboratory quality assurance and safety
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
34
34
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Sales & Service Manager
PAC Instruments Asia Pte Ltd
05.2019 - 10.2024
- Collaboration with channel partners in Southeast Asia and Oceania with team that is based in Singapore, Malaysia and Thailand
- Facilitated collaboration among team members by promoting open communication channels and providing ongoing feedback.
- Developed high-performing sales team through effective coaching, mentoring, and performance management.
- Conducted market research to identify new opportunities, leading to expansion of company's product line.
- Championed customer-centric culture within organization, fostering positive work environment that prioritized client satisfaction.
- Enhanced customer satisfaction rates by delivering exceptional service and promptly addressing concerns.
- Expanded company's market presence by identifying and pursuing new business opportunities, resulting in increased revenue growth.
- Collaborated with cross-functional teams to design and execute successful marketing campaigns that drove sales growth.
- Launched targeted promotions that attracted new customers and increased repeat business from existing clientele.
- Cultivated partnerships with industry influencers, resulting in increased brand awareness and improved market positioning.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company wide.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Set-up systematic approach to managing funnel and opportunities to ensure KPIs are met using CRM (HubSpot)
- Routinely utilizes CRM systems for funnel management, forecasting & recoding contact information/key communications
- 27% growth in 2019 Bookings
- 31% growth in 2021 Bookings
- 12% growth in 2023 Bookings
- Led an organizational change initiative focused on creating a more agile and responsive business model.
Sales Manager
PAC Instruments Asia Pte Ltd
04.2016 - 05.2019
- Direct sales for Singapore and Brunei and Indirect sales for Australia, New Zealand and Papua New Guinea
- Increased sales revenue by developing and implementing effective sales strategies.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Evaluated competitor offerings to adapt sales strategies and maintain competitive advantage.
- Attended industry events and conventions to explain sales opportunities.
- Set-up systematic approach to managing funnel and opportunities to ensure KPIs are met using CRM
- Coaching channel partner sales team in improving their knowledge on the product portfolio
- Collaborating with Channel Partners in setting the market penetration program and sales strategy
- Enhancing customers and channel partners relationship and customer satisfaction
- Provide routine business review with key accounts
- Interface with Product Managers, Technical Services, Application Support organization as appropriate
- Grow existing accounts and develops new accounts to meet sales forecasts
- 2017, Grow overall business by 12%
- 2017, Grow Chemical Analysis by 4%
- 2017, Grow Physical Properties business by 18%
- 2017, Grow Consumables business by 26%
- 2016, Grow overall business by 47%
- 2016, Grow Chemical Analysis business by 22%
- 2016, Grow Physical Properties business by 96%
- 2016, Grow Consumables business by 59%
Channel Partner Manager
Agilent Technologies Singapore (Sales) Pte Ltd
04.2011 - 01.2015
- Responsible for Pakistan, Bangladesh, Sri Lanka, Nepal and Maldives
- Worked closely with cross-functional teams like marketing and product development to ensure seamless experience for channel partner ecosystem.
- Organized regular training sessions for channel partners, ensuring they possessed thorough knowledge of products and services offered.
- Provided ongoing support to channel partners, addressing concerns promptly and effectively resolving conflicts when necessary.
- Monitored industry trends to stay ahead of competitors and capitalize on emerging opportunities within market space.
- Managed conflict resolution between partners, ensuring timely resolution of issues and maintaining positive working relationship across all parties involved.
- Generated monthly sales reports and shared insights and recommendations to drive sales.
- Leveraged customer database to nurture and grow current sales and identify new business opportunities.
- 2012 High Achiever recipient
- Successful adoption of corporate CRM system by Channel Partners to manage business
- Influenced Pakistan Channel Partner to set-up Marketing Dept and streamlined Business Centre process
- Successfully influence Nepal Department of Food Safety and Quality Control to upgrade its laboratory to comply with current standards using GCMS, LCMSMS and ICPMS
- Successfully influence Drug Authority of Pakistan to initiate project to establish laboratory for analysis of drugs to comply with The Drugs Federal Inspectors, Federal Drug Laboratory and Federal Government Analysts) Rules, 1976
Laboratory Manager
MSD Technology (Singapore) Pte Ltd
09.2007 - 03.2011
- Set and oversaw quality assurance guidelines for laboratory work.
- Developed and implemented standard operating procedures for laboratory processes, resulting in consistent quality of work.
- Enhanced laboratory safety by conducting regular inspections and updating safety training materials as needed.
- Maintained organized inventory system for lab supplies, reducing waste and saving on procurement costs.
- Fostered positive working environment by promoting open communication among team members and addressing any conflicts promptly.
- Improved laboratory efficiency by streamlining workflows and implementing process improvements.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills
Senior Chemist/Chemist
MSD Technology (Singapore) Pte Ltd
01.2000 - 08.2007
- Increased accuracy in test results by maintaining calibration schedules for all instruments.
- Designed processes to increase efficiency by minimizing error and reducing repetitive tasks.
- Maintained organized inventory system for lab supplies, reducing waste and saving on procurement costs.
- Managed budgets for laboratory, ensuring cost-effective use of funds while meeting operational goals.
- Develop visual boards to monitor Key Performance Indicators of lab
- Qualification of laboratory instruments as per Computer System Validation methodology and CFR Part 11 requirements
- Qualification of templates for Laboratory Information Management Systems (LIMS)
- Qualification of spreadsheets used for calculations of analytical data
- 85% reduction in manhours achieved for inspections of expired chemicals with introduction of color-coded system
- Developed capabilities of Lab System group to support lab operations
- Enable costs savings of ≥ SGD$400K in 2006
Chemist (Contract)
Schering Plough Ltd
01.1999 - 12.1999
- Analysis of cleaning samples
- Execute validation of methods as per protocols
- Support non-routine, In-process control and raw materials analysis
- Performed technical laboratory functions in compliance with regulatory agencies and safety requirements
Senior Laboratory Technician/Laboratory Technician
GlaxoWellcome Manufacturing Pte Ltd
04.1993 - 01.1997
- Analysis of raw materials, intermediates and final products according to cGMP/GLP
- Provided maintenance for laboratory instruments e.g
- Balances, HPLC and GCs
- Assists in training of new laboratory technicians in use of laboratory instruments and maintenance
- Involved in method validations and developments
- Best Suggestions for month of Jun 1995
CORPORAL
6th SINGAPORE INFANTRY REGIMENT, SINGAPORE ARMES F
09.1990 - 03.1993
- Responsible for Ordnance Store for regiment
- Maintain control items vehicles, weapons and petrol
- Ensure readiness to response to deployment orders
- Maintained top performance for audit/inspections
Education
Bachelor of Applied Science - Chemistry
Queensland University of Technology
Australia 02.1998 - 11.1998
Chemistry
Queensland University of Technology
Australia 02.1997 - 01.1997
Diploma in Chemical Process Technology - Industrial Chemistry
Singapore Polytechnic
Singapore 04.1987 - 03.1990
General Certificate of Education ‘O’ Level -
Gan Eng Seng Secondary School
Singapore 01.1983 - 11.1986
Skills
HubSpot
Incorta
SQL LIMS
OpenLab
Empower
ChemStation
Cerity
Microsoft Office Suite
Data Analysis using Pivot tables
Solution Selling
cGMP
GLP
OSHA
Method Validation
Method Transfer
Equipment Qualification
Part 11 Compliance
Procedure Development
Reduced Testing Requirements
SPC
Pareto Analysis
t test
F test
Problem Solving & Decision Making – Kepner Tregoe
Change Management
Quality Management System (QMS)
Change Control Management
CAPA
Computer System Validation
OOS/Deviation Investigations
Lean Methodologies
Exceptional listener & communicator
Adaptable/Multi-tasking
Relationship builder
Planning/Organizing
Business Reviews
Consultative and Technical Sales
Key Performance Indicators
Teamwork
Coaching and Mentoring
Partner Relationships Management
Analytical/Research
Problem Solving/Reasoning
Multicultural Sensitivity/Awareness
Computer/Technical Literacy
Sales operations
Client acquisition
Excellent time management skills
Complaint resolution
Training and mentoring
Customer-focused
Sales proficiency
Exceptional interpersonal communication
Inter-department collaboration
Product and service solutions
Metric tracking
Focused on customer satisfaction
Management of remote employees
Sales funnel management
Business development and planning
Problem-solving abilities
Team Leadership
Customer Relationship Management
Adaptability
Sales Cycle Management
B to B sales
Analytical problem solver
Pre-sales support
Awards
- Finance for Non-Finance Managers, SIM Professional Development, 12/01/10
- Personal Effectiveness – Supervisory Level, Kaplan Professional, 11/01/10
- Laboratory Quality Management, Ngee Ann Polytechnic, 10/01/94
- Laboratory Safety Management, Ngee Ann Polytechnic, 05/01/94
References
Available upon request
Miscellaneousinformation
Singapore Citizen, Fluent in English, Malay, Responsibility, Input, Arranger, Maximizer, Deliberative, Immediately
Timeline
Sales & Service Manager
PAC Instruments Asia Pte Ltd
05.2019 - 10.2024
Sales Manager
PAC Instruments Asia Pte Ltd
04.2016 - 05.2019
Channel Partner Manager
Agilent Technologies Singapore (Sales) Pte Ltd
04.2011 - 01.2015
Laboratory Manager
MSD Technology (Singapore) Pte Ltd
09.2007 - 03.2011
Senior Chemist/Chemist
MSD Technology (Singapore) Pte Ltd
01.2000 - 08.2007
Chemist (Contract)
Schering Plough Ltd
01.1999 - 12.1999
Bachelor of Applied Science - Chemistry
Queensland University of Technology
02.1998 - 11.1998
Chemistry
Queensland University of Technology
02.1997 - 01.1997
Senior Laboratory Technician/Laboratory Technician
GlaxoWellcome Manufacturing Pte Ltd
04.1993 - 01.1997
CORPORAL
6th SINGAPORE INFANTRY REGIMENT, SINGAPORE ARMES F
09.1990 - 03.1993
Diploma in Chemical Process Technology - Industrial Chemistry
Singapore Polytechnic
04.1987 - 03.1990
General Certificate of Education ‘O’ Level -
Gan Eng Seng Secondary School
01.1983 - 11.1986
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