KNOWLEDGE ENHANCEMENT & SOLUTIONS CONFERENCE VOICE OF CUSTOMER SPEAKERS PROFILE

Transcription

1 KNOWLEDGE ENHANCEMENT & SOLUTIONS CONFERENCE VOICE OF CUSTOMER SPEAKERS PROFILE JEANNIE QUEK BUSINESS CONSULTANT JEBSEN & JESSEN COMMUNICATION SOLUTIONS (M) SDN BHD Jeannie serves as Business Consultant for Jebsen & Jessen Communications a leading converged IP solutions provider in the region for end-to-end communications solutions including IP telephony products and CRM contact centres. With her vast, active and extensive hands-on operational experiences, and involvement in the customer contact centre industry, Jeannie specializes in Contact Centre Operations Review and Assessment, Monitoring and Evaluation of Call Quality & Face-to-Face Service Interactions, Operations Management, Workforce Management, Performance Management, and Customer Feedback Management. Jeannie s passion in sharing knowledge continuously drives her to actively produce articles and white papers for the contact centre industry. Her article titled Driving Voice of the Customer in The Contact Centre was featured in contactcenterworld.com and contactcenterassociations.com both knowledge and networking web portals for the contact centre industry globally. She also contributes to writing in the Bangkok Post as an invited author. She has worked and is still working with client organisations in both private and government sectors serving contact centres in the banking, financial, telecommunication, insurance, information technology, oil & gas, pharmaceutical, utilities, outsourcing industries and Government Link Companies (GLCs) in Malaysia, Singapore, Thailand, Indonesia, Vietnam and Sri Lanka. Some of her most recent engagements were joint business consulting assignments with a world leading technology provider of contact centre optimisation solutions in the areas of call quality program implementation, performance management, and workforce management for prominent organisations in the consumer retail and utilities industry in the United Kingdom. In addition, her signature workshop - Quality Monitoring The Basics & Beyond, since its inception in 2006, has been attended by thousands of participants. She held a pivotal role by involving actively in the judging panel of the Contact Centre Association of Malaysia (CCAM) National Awards in 2006, 2010 & 2011; and ICCA The Best Contact Centre Indonesia She is also a frequent speaker and facilitator in various seminars, conferences and training workshops organised by CCAM, the Call Centre Industry Association of Thailand (CCIA), Indonesia Contact Centre Association (ICCA), and Asia Pacific Contact Centre Association Leaders (APCCAL).

2 KENNETH LAI SENIOR CLIENT DIRECTOR, ENTERPRISE BUSINESS UNIT Salesforce.com Kenneth is the Senior Client Director responsible for bringing innovation and success in the cloud for key strategic salesforce.com customers in Asia. Kenneth brings more than 16 years of experience in IT to his role. Prior to joining salesforce.com, he was District Director for commercial and financial services industries at HDS Singapore, as well as spending time at EMC and Hewlett Packard. About Salesforce.com Founded in 1999, salesforce.com is the enterprise cloud computing leader. Salesforce.com s social and mobile technologies enable companies to transform into customer companies by connecting with their customers, employees, partners and products in entirely new ways. Grow your business with the #1 sales app, Salesforce Sales Cloud Deliver amazing customer service with the #1 service app, Salesforce Service Cloud Listen, engage, advertise and measure social marketing with the #1 social marketing app, Salesforce Marketing Cloud Build and deliver social and mobile apps with Salesforce Platform, and extend success with the world s leading enterprise app marketplace, the AppExchange

3 SOWMYA SIVASHANMUGAM SUBJECT MATTER EXPERT ASPECT SOCIAL Sowmya Sivashanmugam is a Solutions Consultant with Aspect responsible for Aspect Social business development in APAC & ME. As an SME for Aspect Social, she collaborates with various teams to promote Aspect Social to our channel partners and customers. She is also responsible for providing training and hosting workshops to our sales/ presales teams. Prior to Aspect, Sowmya was with Avaya India Private Ltd. as a Product Engineer responsible for providing Tier-3 product support on Avaya s UC and CC portfolio to Avaya partners and customers worldwide. She graduated with a Bachelor s Engineering degree in Electronics and Communication.

4 MR. ALI KASA PRESIDENT & CEO EGNATIA GROUP Ali Kasa (Adjunct Lecturer, LLB (Hons), MCL, MBA in Entrepreneurship, CEM) is the President and CEO of Egnatia Group of Companies with offices in Malaysia, Philippines, India and Albania providing Human Resources and Marketing solutions for B2B segment around the world. Ali brings more than 13 years of practical experience in areas of Market research, Marketing, and Customer Management. He has worked with numerous organizations across countries and industries in research projects, as trainer, as consultant and as coach to CEOs, CMOs and Customer Management professional. Some of the companies are: ASTRO, Maybank, UEM, Ricoh, DHL, Tourism Malaysia, CIMB BANK, Singtel, CSC, Proton and etc Ali is the founder of the Institute of the Customer Studies (ICS) established with the aim to promote intimate insights of consumers by marketing professionals. He is co-author of Guide to Pricing Research Manual, Ali is also a contributing author of the book The Joy of Pricing which is published in Canada by SPMG. Ali joined SPMG in 2012 and he will be responsible to develop and implement SPMG pricing practices project with clients in South East Asia region.

5 MR. BYRON J. FERNANDEZ GENERAL MANAGER SRG ASIA PACIFIC Byron possesses more than 10 years of experience in Call Centre Operations Management. Prior to joining SRG Asia Pacific (SRG AP), Byron was a Call Centre Manager with a leading Malaysian outsourcer, which operated an outbound telemarketing centre. He joined SRG AP in 2003 and has managed numerous organisations inbound, outbound and back-office operations, including Measat Broadcast Network Systems (Astro). He now oversees the entire operation of SRG AP. Byron is CIAC certified in contact centre strategic leadership, and has led SRG AP to attaining major industry awards including the following: CCAM Gold Award for Best Call Centre over 50 seats (two consecutive years) Gold Award for Best Call Centre Over 50 Seats at the 2005 Regional Call Centre Awards Gold Award at the 2009 CCAM Awards for Best Call Centre Over 100 Seats Personally, Byron won the coveted Gold Award for best Call Centre Manager at the CCAM Call Centre Awards in 2004.

6 MOHD FAUZIL WAHAB GENERAL MANAGER, BPO OPERATIONS VADS BERHAD Mohd Fauzil Wahab holds Bachelor Degree in and a Master in Business Administration Degree in Information Technology. Fauzil is also a Registered Coordinator (RC) of Customer Operations Performance Center (COPC), a certified Six Sigma Greenbelt holder and a member of International Association of Outsourcing Professionals (IAOP). Currently Fauzil is a General Manager, BPO Operations,VADS Berhad that oversee contact centers of more than 3000 employees. With over 15 years experience in banking background, Fauzil has hold position as Assistant Vice President Operations, for HSBC Data Processing Center in Cyberjaya and has served in few local banks, focusing primarily in banking operations that include back office processes in depository, payment and cheque clearance processing operations and credit card processing operations that include outbound services. Fauzil has been in the contact center operations since 2006 and as General Manager, Contact Center Operations for BPO Enterprise at VADS Berhad, he oversees operations of more than 3000 employees for both inbound and outbound contact center services. Inbound services cover technical and customer care services, whilst outbound include both telesales and tele-collection activities. In 2007, TM Internet Contact Center won Bronze award from CCAM for Best Outsourced Contact Center above 250 seats category under his stewardship. In June 2009, Fauzil led the team to win a Gold award from ContactCenterWorld.Com for Asia Pacific region, apart from supporting his staff to won Gold and Silver award for Best Sales Agent. Fauzil also represented the center in ContactCenterWorld.Com World s Top Ranking Performers event in November 2009 and secure Silver award under above 250 seats category. In the recently concluded 2012 Top Ranking Performers for APAC Region by Contact Center World.com, Fauzil led a team to win Gold Awards in Best Outsourced Large Contact Center and Best Partnership categories as well as a Silver Award for Best Community Program by Contact Centers.

7 SHARAT CHANDRA VICE PRESIDENT DRISHI-SOFT SOLUTIONS Sharat Chandra is Vice President of Sales for Drishti-Soft, a leading provider of Contact Center Software and Enterprise Communications Solutions. As the Vice President, Business Development, Mr. Chandra has been instrumental in taking Drishti s next-generation communications solutions to multiple geographies including Philippines, Indonesia, Malaysia, Thailand, Vietnam, Taiwan, Japan, Australia and Greater China. He has implemented Contact Center Solutions across the world for both captive and outsourced call centers as a consultant. He was also instrumental in designing innovative solutions in the customer interaction space helping Contact Centers solve critical business problems. He holds a Bachelor's degree from the Indian Institute of Technology (IIT) Guwahati. His interests include Optimizing Performance at Contact Centers and delivering solutions for integrating business processes and communications processes for customer facing functions

8 DANIEL ORD FOUNDER & STRATEGIC ADVISOR OMNITOUCH Daniel Ord is the Founder of the OmniTouch International group. An American national, brings over 25 years of senior experience in Customer focused Management, Training and Research. Daniel is an ICMI Certified Associate, a member of the Advisory Board of the Contact Centre Pipeline, a member of the Mystery Shoppers Provider Association amongst other industry related bodies and activities. An acclaimed international speaker and facilitator, Daniel has engaged audiences at industry events and conferences in Australia, Bahrain, Belgium, China, Cyprus, Germany, Greece, Hong Kong, India, Indonesia, Malaysia, New Zealand, the Philippines, Russia, Singapore, Sri Lanka, Turkey and the US. Wherever Daniel speaks, he is known to inspire change and convey complex concepts in a practical engaging manner. Most importantly, Daniel leads a globally recognized team of professionals in their delivery of insights and inspiration to organizations around the world. The ultimate aim is simple - Helping our Clients create great Experiences for their Customers.

9 STEPHEN HINDLE REGIONAL DIRECTOR, ASIA PACIFIC PEARSON CLINICAL & TALENT ASSESSMENT As Director, Asia Pacific, Stephen is the senior executive overseeing the development and delivery of Pearson Clinical & Talent Assessment tools in Asia Pacific. Stephen is based in Singapore within the Pearson Regional Corporate offices. Stephen has over 20 years of experience in the Education, IT and Telecommunication industries across the Asia Pacific region and globally with emphasis on Learning & Organizational Development, BPO/Outsourcing and Customer Service. Having lived in Asia since 1990, Stephen has had extensive exposure to the Indian, Philippines and Chinese BPO/Outsourcing industries, particularly with regard to recruitment/selection, development and high potential programs. Originally hailing from Minnesota, U.S.A., Stephen has a duel Bachelors Degree in Asian Studies and History from Augsburg College and an M.B.A. in International Finance from Thunderbird, the American Graduate School of International Business.