An MBA-HRM graduate from University of Wales, UK, and a member of Who’s Who International of Professionals and Life Member of International Business Leaders. She has a total of 20 years working experience. An experienced personnel in the areas of Business Transformation; Customer Relationship Management (CRM), Customer Experience Management (CEM); Human Performance Management, Strategic Management, Business Process Redesign, Sales & Marketing and Project Management. Her international exposure in driving Business Transformation initiatives using an integrated approach in the areas of Voice of Customers, Voice of Processes and Voice of Employees, has helped Companies in achieving high customer; employee satisfaction and loyalty index and overall business results. As a Master Six Sigma practitioner, she had led teams of cross-functional experts to develop business transformation; customer-orientated improvement strategies and Business Process Reengineetimg initiatives to support business transformation and CRM initiatives. She is an experienced Facilitator, Human Performance Strategist and Organization Development & Change Management practitioner and a sought after Speaker regionally, having spoken in numerous CRM and Contact Center Global Conferences. She is currently an elected EXCO member of OM (Outsourcing Malaysia) for 2 terms and leads the EPP2-NKEA national initiatives to build and develop our local BPO companies to be Global Players.

He holds an Ordinary National Diploma in Technology (Engineering) from Oldham College of Technology, England and graduated from University of Sussex, England in 1982 with a BSc in Structural Engineering. He has 29 years of working experience involving engineering and environmental consultancy, project / construction management, property development and infrastructure/utility construction and management. Prior to joining SYABAS as General Manager, Water Quality Division in 2007, he had held various senior positions in private organization and public listed companies, the latest being the Construction Manager for Jeddah Sewer Network Project with WWE Holdings Bhd.

He is a member of the International C.O.P.C. Community,as a Registered Coordinator & C.I.A.C and Six Sigma trained. He read law at University of Liverpool, United Kingdom and graduated with LLB [Hons]. He has a total of 15 years working experience with a wide array of experience, crossing multiple disciplines and industries. Experienced in areas of Business Processing Outsourcing (BPO), Customer Relationship Management (CRM), Human Resources Management (HRM), and Training & Development. His exposure includes both local and foreign portfolio’, in diverse industries and disciplines; including in various industries with 11 years experience in Contact Centres. Other industries of his work exposure and specialist experience include the set-up and management of a British garment retailing, Set-up & Operational Management of Malaysia’s 1st “Mall On-Call”, telecommunications, shooting range, food & beverage and Contact Centre staffing. He experience in working with end-users & clients in strategic alliance, are aimed towards achieving a common customer centric objective and satisfaction. His diverse exposure in driving Customer Satisfaction, End-User Satisfaction, Process management, has helped Companies in achieving high results in these areas. Through these efforts, as a C.O.P.C. Registered Coordinator, he has lead teams in focusing on COPC requirements/matrices in increasing efficiency, service, and quality, while lowering cost. Concurrently, he also developed and implemented initiatives for leadership & people development, and business intelligence transformations. Prior to being tasked with the portfolio of leading and providing strategic direction for the Customer Support division in Malaysia’s pioneer Electronic Mobile Prepaid Provider, he was managing the largest telecommunications Contact Centre in Malaysia, and prior to that the Head of Business Support Centre Help Desk of one of the major players in the Malaysian telecommunications industry, with responsibility for the restructuring and managing the corporate Help Desk. He excels in environments where one is able to strategize and value-add to a dynamic and ever changing business landscape and he is able to transform corporate strategy into operational strategy, to be benefit of all stakeholders. He is driven to continually assist CCAM in making Malaysia as the forerunner and country of choice for the Contact Centre industry in Asia Pacific region.