Reuben Lau

Experience

• 

  MacAsia Sdn Bhd

  Jan 2005 - Jan 2006

  Retail Sales Assistant
• 

  Damansara Utama Methodist Church

  Jan 2006 - Jan 2008

  Assistant Building Supervisor

  ● Assisted in overseeing building renovations; developed and implemented operational procedures; trained and managed volunteers; set up of office operations● Shifted the administration office to a new location and resumed operations within one week.

• 

  Mac City Sdn Bhd

  Jan 2008 - Nov 2008

  Help Desk Technical Support

  ● Assisted in setting up the Help Desk Support Department, liaison to the Technical Support Department and coaching junior sales and technical staff; providing professional customer relations and software support.○ Achievement: Certified Support Professional 10.5

• 

  Machines Sdn Bhd

  Jan 2009 - Nov 2009

  Senior Help Desk Technical Support

  ● Liaison to the Technical Support Department and coaching junior sales and technical staff; providing professional customer relations and software support.○ Achievement: Certified Support Professional 10.5

• 

  Convergys

  Jan 2013 - Jan 2015

  Senior Technical Support Representative

  ● Provided premium support to HP Photo Retail Solution clients, including managing communications with HP Malaysia and their support partners● Provided administrative support to HP representatives by obtaining updates on cases and following through with each case until closure ● Provided service quotations and invoicing for sites out of warranty and not covered by HP’s Platinum and Gold warranty standards ○ Recognitions: Best Agent 3rd Quarter 2014

• 

  Cre8tive Robotix

  Jan 2015 - Jan 2017

  Master Trainer

  ● Management and preparation of learning materials● Conducted robotic building lessons according to STEM Syllabus, for children aged 5-14 years● Contributed to increasing customer satisfaction with student progress updates

• 

  Sabertrio

  May 2017 - May 2022

  ● Jointly with the founder, built and supervised the entire operational process for Sabertrio, from a single-employee startup to almost 50 headcount in 2022● Managed: Procurement, Production, Workshop, Quality Control, Logistics, Warranty● Prototyped, implemented and maintained Oracle Netsuite ERP system to better manage increasing complexity of operations● Consulted internally for R&D team for new technical designs and continuous product improvement● Provided orientation, training, feedback and coaching for new and existing staff● Supervised expansion and renovation of office and expanded warehousing● Managed office operations including IT Support for Sabertrio computer systems, health & safety procedures, office supplies Show less

  • Operations Manager

    May 2019 - May 2022

  • Production Manager

    May 2018 - May 2019

  • Senior Technical Staff

    May 2017 - May 2018
• 

  Q Industries Group

  May 2017 - May 2021

  Senior Technical Executive

  ● Dual role with integrated hospitality solutions (Q Industries), and from-scratch operations set-up for start-up (Sabertrio)● Led after-sales technical support for JVD in Malaysia to drive sustainable customer satisfaction● Led after-sales training and implementation to increase customer adoption and familiarity with JVD products in Malaysia● Duration the pandemic, assisted the business to pivot via a B2C model by setting up ecommerce channels and differentiated branding ● Operations support to drive Q Industries’ brand presence at Trade Show Events● Provided onboarding, training and orientation for new employees● IT Support for Q Industries servers and computer systems Show less

• 

  The EQ Edge Group

  Apr 2023 - Jul 2023

  Associate Consultant and Trainer
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  Abundant Impact

  Dec 2023 - now

  Operations Lead