2014 HKCCA Executive Committee Member Election - List of Candidates

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1 2014 HKCCA Executive Committee Member Election - List of Candidates No. Candidate Bio Photo 1. Ms. Claudia Schlesinger Managing Director of CCSI International / CEO of Enlighten Hong Kong Claudia is a Senior Executive with over 20 years experience in business management consultancy, HRM and Operations for leading customer-focused organisations. An inspirational thought leader, respected pioneer and leading authority in the international contact centre industry: Claudia transforms customer service & sales organisations to achieve significantly improved value, return on investment and bottom line results - whilst delivering world class customer and employee experiences. Over the past 20 years she has worked with companies such as Bloomberg, ISS; Blackstone Group; Avery Dennison; RBS Asia; Allen & Overy; SRG; My Call; Citibank; Virgin Mobile; MasterCard; Central Chinese Government; Cigna; Starhub; Philips; AMEX, SITEL. Her experience has lead her company to become a sought-after consultancy as companies look to instigate HRM transformation, strategic change and implement operational initiatives that focus on improving profitability through creating incremental revenue, increasing customer satisfaction and / or driving operational efficiencies, all with tangible and visible benefits. Claudia is the current Chairman and Executive Board Member of the Call Centre Association of Hong Kong, a committee member of the APCF (Asia Pacific CRM forum) in Singapore, a global advisor for GreaterChinaCRM Portal and a founding member of the Asia Pacific Customer Service Association. She also currently sits on the APCAL (Asia Pacific Contact Centre Association Leaders) executive committee representing Hong Kong.

Operations for leading customer-focused organisations.

2 2. Mr. Chapman Lam Director, Customer Connectivity & Operational Optimization of Aegon Direct & Affinity Marketing Services Ltd Chapman has over 20 years of contact centre experience across a variety of industries including banking, insurance, direct marketing and entertainment. His track records include leading telemarketing professionals in 8 countries in Asia Pacific; generating hundreds of million revenue each month via Customer Relation Management programs; migrating contact centres from cost centre to profit centre. Chapman holds a Master of Science degree in Information System and a Bachelor of Business Administration degree. He is a certified COPC CSP & VMO Registered Coordinator. 3. Ms. May Kwan Senior Strategic Projects & Business Development Manager of CLP Power Hong Kong Limited May Kwan is the Senior Strategic Project and Business Development Manager of CLP Power HK Ltd. Previous to this role, she was the Senior Manager, Customer Service Delivery managing the CLP Customer Interaction Centre and its 9 Customer Service Centres. She has led the CLP Customer Interaction Centre and Customer Service Centre to win various local and international awards. May has over 20 years in call centre, customer services and training across a variety of industries including logistics, telecommunication, ISP and e-commerce. This year, May is the Chairman of the 14th HKCCA Award and she was one of the panel judge of HKCCA award since May holds a Master of Business Administration.

industries including banking, insurance, direct marketing and entertainment.

3 4. Mr. Michael Cowell Managing Director of Teledirect Hong Kong Limited More than twenty five years of experience in sales, marketing and contact centre management and outsourcing. International experience in North America, Europe and Asia gained through market leading companies in leisure, hospitality and specialised communications. Originally from Canada, Michael is a graduate of Concordia University in Montreal. Michael joined Teledirect in With his enthusiastic approach, he has developed and implemented ground breaking and award winning outsourced solutions for clients across the banking, insurance, FMCG, logistics and NGOs sectors. 5. Mr. Sidney Yuen Chairman of HBC Building on over twenty five years of executive experience in formulating and articulating strategies and improving processes for organizations in Asia. Sidney partners with clients to transform and capitalize on their customers experience. As a highly sought management consultant and keynote speaker, Sidney has garnered critical market and analyst acclaim specializing in market entry, technology, outsourcing, customer management, process innovation and organizational and talent development. Previously Sidney was managing director, Greater China at NorthgateArinso, the world s largest HR outsourcing company and Head of Consulting, Asia Pacific at Convergys Corporation, the world s largest Contact Centre Outsourcing Company. Prior, he served as a founding director to Andersen s Change management practice for Greater China. In his combined consulting experience, Sidney has helped the majority of Multinational companies and others to develop market entry strategy and execution plans. Prior to his consulting

Originally from Canada, Michael is a graduate of Concordia University in Montreal. Michael joined Teledirect in 1997.

4 career, Sidney was Executive Vice President at Systek Technology- a Hong Kong Listed company, Head of Quality & Customer service at American Express and Training manager at BAT and the Swire Group- Parent of Cathay Pacific Airways. 6. Mr. Chris Knop Consultant in Contact Centre Business Chris provides strategy and implementation consultancy services across multiple industries. His focus areas are in the customer service and corporate social responsibility business realms. He has advised on client projects for companies such as Lane Crawford, Manulife, Nespresso, Regus Group, ISS World, Galaxy Entertainment Group, and Melco-Crown Entertainment. Chris has held global and regional senior management roles with Shangri-La Hotels and Resorts, Worldcom and QANTAS Airways. His committee roles include executive committee member for the HKCCA, Chair of the Sustainable Development Committee for the Australian Chamber of Commerce, and he is a board director for the charity Care for Children. Chris is also the founder of outdoor advertising company Adwater. 7. Ms. Joyce Poon General Manager of EPRO Techsoft Limited Joyce Poon is currently the General Manager - China Business of Epro Telecom Services Limited, a leading outsourcing organization in Hong Kong and China. Joyce has over 20 years of experience in Contact Centre industry, focusing in the areas of Customer Experience Management, Outsourcing Operations Management, Human Resources Management and Training & Development. Joyce has been leading training and consulting projects crossing multiple disciplines and industries that conceptualize, design and implement her new ideas in integrating customer-centric and value-driven solutions for contact

His focus areas are in the customer service and corporate social responsibility business realms.

5 centre. In 2010, as a pioneer in the industry, she established the first disabled persons outsourcing contact centre in China. Joyce holds a Business Management Diploma from the Chinese University of Hong Kong and a MBA degree from the University of Hull, United Kingdom. She is an Executive Committee Member of HKCCA responsible for the China related affairs and actively involved in the development of Contact Centre industry in Hong Kong and China. She has been awarded as the Top 10 Best Call Centre Trainer in China by Customer World Magazine in 2006 and 2007, the 10-Year Outstanding Contribution Award by China Call Centre and CRM Association in 2008, the Guangzhou Service Outsourcing Industry Distinguished Person Award for Excellence in Ms. Wener Leung Management Consultant Wener Leung is a seasoned management consultant. She has over 20 years extensive experience across industries, in which 10 years working for call centres. She was Vice President, Customer Experience Management in DBS Bank; Senior Manager, Customer Service in Hongkong Post; Senior Consultant in PCCW Consulting Services; and in charge of service quality in PCCW; as well as retail sales in CSL. With wide spectrum of experience and exposure, she has provided consultancy and training services to corporations, government departments in HK and China specializing in service excellence, organizational and human capital development. She is invited to speak in universities and also served as judge in various awards. She received her Master s Degree in Marketing Management from Macquarie University in Sydney, Australia and Master s Degree in Strategic HRM in HK. She is a certified NLP Practitioner, a Project Management Professional (PMP) and a licensed trainer. Wener currently is the Executive Committee member of HKCCA. She also served as Secretary and EXCOM member of The Hong Kong Association for Customer Service Excellence. She provides voluntary services to different charity organizations in HK.

She is an Executive Committee Member of HKCCA responsible for the China related affairs and actively involved in the development of Contact Centre industry in Hong Kong and China.

6 9. Ms. Pauline Chan Managing Director of MIG Consulting 10. Mr. Joe Liu Customer Support Manager of Jobs DB Hong Kong Limited Joe is an experienced Customer Service and Support professional with an excellent track record in delivering customer satisfaction for business operations. He has a broad range of experience from managing multiple locations/sites to providing regional servicing in the Asia Pacific Region for different industries such as IT, Banking, Online Trading, Logistics, Tourism and Facilities Management. During the course of his career Joe has developed specialties in establishing Call/Contact Centres with best practice quality assurance and tracking metrics. He is also well experienced in managing large scale projects and change management programs. Mr. Joe Liu holds a MBA from University of HULL and he is also a lecturer in Hong Kong Management Association. He also has served in multinational enterprises including IBM, Cable & Wireless, Kuoni and EC Harris.

The 2 nd Hong Kong Public Relations Awards 2014 Now Calling For Entry

For Immediate Release The 2 nd Hong Kong Public Relations Awards 2014 Now Calling For Entry (Hong Kong, February 13 2014) The Hong Kong Public Relations Awards 2014 (HK PR Awards 2014) was formally launched