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Executive Committee

Byron Joseph Fernandez (Teledirect Telecommerce) Pic

President

  BYRON FERNANDEZ

Byron is the president of the CRM & Contact Centre Association of Malaysia (CCAM, formerly known as ACE). He has 15 years of BPO experience, particularly in customer contact strategy encompassing from designing customer access strategies, inbound and outbound customer contact, outbound outreach and all supporting functions of a high performing contact centre. He is currently Country Director of Teledirect Malaysia, and his expertise in verticals such as telecommunications, banking, insurance, FMCGs, technology and government contact centres make him ideally suited to the responsibility of leading an over 500 man provider of premier customer contact services.

Byron is a CIAC Certified Strategic Leader and a member of the IAOP. He was also one of very few individuals in the country to be presented with The Career Achievement Award by the CCAM, the highest award an individual in the industry can receive in Malaysia.

 

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Deputy President

YVONNE NG LAY KIM

Yvonne Ng is currently the Managing Director of ANBIZ Sdn Bhd. She has over 14 years of experience in Customer Relationship Management and Contact Centre Industry.

Yvonne has an Advanced Diploma in Business Administration from The Association of Business Executives, London.

 

 Chan Fook Yee

Vice President

CHAN FOOK YEE

Chan was the “Industry Champion for Malaysia” awarded by Contact Centre World in 2013 and this is the first time a Malaysian given the recognition in the work stages for the customer service industry

Chan have been involved in the CRM and Contact Centre industry for more than 15 years. He has started his career as a CRM Consultant and had been involved in many successful CRM implementations in Malaysia before he became a Project Manager with the role of managing and implementing Avaya solutions in Malaysia. He has started a new contact centre in 2006, providing outsourcing services and successfully brought the company to a major Award winning outsourcing player and one of the fastest growing contact centre company in Malaysia.

His experience and his contribution to the industry have made him the Executive Director for CCAM (CRM & Contact Centre Association Malaysia) from 2008-2013 with the role of promoting the CRM and Contact Centre in Malaysia and driving the industry by improving the quality of contact centre services.  He is also an experienced contact centre award judge and have judged domestically and abroad for countries including Indonesia, Hong Kong, Macau, Singapore and China.

In 2013, he extended my service to work for China Outsource World (COW), a Hong Kong company focusing in Global Outsourcing Business and providing Innovation Education and Training program to the universities in China with the intention to develop the necessary industry skillset for the students and create the opportunities for them to work in established domestic company and overseas organization.

Chan is currently the General Manager for Customer Connect Malaysia that are providing services related to contact centre outsourcing, research and development, and distributing services and product related to contact centre.

 

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Vice President

TOMMY NG BOON CHYE

Tommy is the Sales Director of Microtel Technology (www.microteltechnlogy.com), a leading provider of Contact Center and Enterprise Communications Solutions. He is responsible for Asia Pacific Business Development and leads Enterprise Sales.

He has been instrumental in taking Microtel Technology next-generation communications solutions to multiple geographies including Thailand, Brunei, Indonesia, and Philippines.  He has implemented Contact Centre Solutions across the region for both captive and outsourced call centers. His interests include Optimizing Performance at Contact Centers and delivering solutions for integrating business processes and communications processes for customer facing functions.

Tommy has more than 10 years of experience in the CRM and contact centre industry. He holds a Diploma in Chartered Institute of Marketing from Regent School of Economics.

 

 

Manjelah_Senior Manager_October 2007_2

Honorary Secretary

MANJELAH THAVAMONEY

Manjelah Thavamoney is currently a Service Desk Manager DHL Information Services (Asia-Pacific) Sdn Bhd and has over 25 years of Customer Service Industry experience with almost 19 years directly involved within the Contact Centre and Service Desk arena.

She holds a Certificate in NEBS Management from City and Guilds of London Institute and certification in ITIL Foundation and another in ITIL Practitioner; Support and Restore.

Manju is an active member of the Association of Customer Experience of Malaysia having been a member since its inception in 1999.

 

 

Paul raymond 2

Honorary Treasurer

RAYMOND DEVADASS

Raymond Devadass is Chief Executive Officer and Executive Director at Kannal Outsourcing, based  in Kuala Lumpur, Malaysia with offices regionally in Singapore and Thailand.   He specializes in providing Strategic Management direction, particularly in the field of IT Strategy and Management, to assist organizations in managing their IT/IS investments for strategic outcomes.

Raymond has guided several technology companies from  ‘start-up’ to becoming leading technology players in the industry.  Amongst his many key achievements, Raymond managed one of the largest IT/IS implementations in Malaysia.  As Chief Operating Officer of a leading health-informatics organization in Malaysia, he managed a contract worth USD180million and  successfully directed the planning, design, implementation of  an integrated IT/IS system for 25  public healthcare facilities in Malaysia.  He played a pivotal role in formulating the organization’s Strategic Business Plan and in directing the provision of consultancy services in the areas of Business Process Reengineering (BPR), Change Management and Training & Development.  Raymond also played key role in realizing the IT Outsourcing agenda of a major state government in Malaysia.  He was involved in the creation a virtual community to connect state departments and agencies, statutory bodies, and municipals and local authorities – and is today  involved in managing and operating the network.

In 2008, Raymond co-founded Kannal Outsourcing.  From a little known start-up contact centre focusing on telemarketing services, Raymond transformed the organisation to provide a whole range of services in the area of  Customer Care and Experience; and soon after into full fledged Business Process Outsourcing (BPO)  company. Today the Company is a fast growing regional outsourcing service provider in the areas of business & knowledge processes,  human capital and  IT services (including  Robotic Process Automation) to global clientele.   Raymond was instrumental for numerous awards and accolades received by the Company.  Amongst the top 40 companies in the Global Business Services (GBS) cluster in terms of Export for MSC , the Company has grown to total staff strength of approximately 700 staff.

Having originated from a corporate finance background, Raymond has strong working and practical knowledge in finance, accounting and banking. He has extensive experience in managing and directing the working capital of several start-up organizations, and their financial and asset structure; as well as undertaking Investment Appraisals and Feasibility Studies for numerous IT/IS projects.  In addition, he has had wide-ranging financial and operational management consulting experience – providing consultancy for numerous MNCs and public companies listed on Bursa Malaysia (Kuala Lumpur Stock Exchange) involved in the banking, insurance and other financial services industries; as well as in the telecommunication, technology, healthcare, transportation, property development, plantation and manufacturing industries. His impressive list of engagements includes various domestic and foreign organizations operating in Malaysia and Singapore.

Raymond holds a Master in Business Administration (MBA) majoring in Strategy & Planning and is the author of several articles/research papers.

 

KK

Executive Committee

NORHANA NAWAWI SURI

Norhana is a pharmacist by profession with 19 years’ experience in pharmaceutical industry. Currently, she is the General Manager for Customer Care Department in Pharmaniaga Logistic Sdn Bhd; one of the largest integrated local healthcare companies in Malaysia.

Pharmaniaga’s principal activities include manufacturing of generic pharmaceuticals, logistics & distribution, sales & marketing, supply of medical products & services including hospital equipment and trading & wholesaling of consumer products. Her key responsibilities in the current position include managing Call Centre Unit and Product Complaint Unit.

 

 

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Executive Committee

ROBIN CHEN JIT CHIEH

Robin has more than 20 years experience and exposure in Customer Engagement and Service Quality in both Asia Pacific and key International markets.

Robin is an employee in CIMB Bank since 2009, currently a Director leading the Service Development and Communication unit in the Contact Centre.

He has held various roles in his 15 years career with American Express International, including Customer Servicing, Process Reengineering, Project Management, Program Management, Strategic Demand Management and Client Relationship Management.

Robin holds a Higher Diploma in Public Relations London Chamber of Commerce and Industry, UK.

 

vigneswaren

Executive Committee

VIGNESWARAN SIVALINGAM

Vigneswaran is currently attached to the local leading telecommunications service provider, Maxis Bhd, with the role of Head of Channel Support. His primary role is the lead and facilitates plans & development for sales, retail and customer service.

With a total of 20 years work experience in the telecommunication industry, Vigneswaran has dedicated all those years to the various different functions like credit collections, project management, finance, resource & work-force management and customer operations (including 9 of those years in managing contact centres & multi-channels) before serving in his current role since mid-2013.

His interest includes Operations Excellence, People, CRM, Omni-channel and Branded Customer Experience. Being in a fast-changing industry, he has always been involved in continuous enhancements & upgrades in channels, system applications and integrated solutions. When schedule permits, he also speaks or contributes as a panelist in conferences/seminars/workshops that are centered on customer experience and contact centres.

Vig is trained in CIAC Strategic Leadership, Six Sigma and COPC while also receiving some of the highest individual recognitions in managing service operations, including the very prestigious Industry Career Achievement Award (Y2013) and the inaugural Best Head of Contact Centre (Y2012) by CRM & Contact Centre Association of Malaysia (CCAM). Similarly, he led his Contact Centres to numerous local & regional recognitions between Y2006-2013, including the “Best of The Best” at CCAM Awards.

 

Dennis Tan

Executive Committee

DENNIS TAN

Dennis Tan, brings over 27 years of senior executive experience in banking and insurance industry in which over 18 years were directly involved in implementing and managing a contact centre operations. The largest being a regional centre spread over 1000 employees in two locations.

In Standard Chartered, he was their Regional Head, Customer Care where he was responsible for providing strategic direction, guidance and leadership to the formulation and performance of contact centre that is aligned to the overall Global Consumer Bank and Contact Centre strategy and deliverables. Over and above, Dennis was also responsible for compliance and risk, budgeting and cost, people and change management. During his tenure there, he has successfully rolled out priority banking rebranding programme, team leader transformation programme, performance base incentive plan and formulation of quality and process reengineering, operational risk and performance management teams in order to strengthen the efficiency and effectiveness of the operations.

Prior to that, he was the Director Customer Engagement, Prudential Assurance Malaysia Bhd. In Prudential, he has been tasked with formulating and implementing strategies that will enable Prudential to build a customer centric culture in support of the overall company’s Customer Service Strategy and ensure all customers touch points enjoy seamless experience.

In Maybank he was their Head of Maybank Group Customer Care and responsible in spearheading the new RM 60 million state-of-the-art contact centre. The new centre has consolidated 15 helpdesks , routing of 350 branches’ calls and integrating 6 industries namely banking, finance, insurance, unit trust, credit / charge card and cash management. This is probably first of its kind in this region. This mega project also entails integrated 33 backend host systems to front-end to enable 600 straight through processes (STP) in a single CRM platform

As a Head of Contact Centre in DiGi, he was to provide strong leadership in this fast-paced, state of the art contact centre with the aim of achieving service and sales objective vis-a-vis change management, and the inculcation of a “ customer first “ work ethos. He has successfully implemented the Operational Renewal Strategy which encompasses resource optimization.

 

Jusri

Executive Committee

JUSRI ONG

Jusri is a leader who is able to bring together groups of people with different set of talents and make them function as a world class business team.  He has a keen eye for details that enables him to manage an organisation where he is the head of the company.  He is responsible for identifying new markets and developing new service offerings for Telecontinent’s outsourcing business.  He is also the principal consultant where he crafts out innovative outsourcing solutions for the clients.  Throughout his working career, Jusri has been responsible for the deployment of best practice customer management principles.  Very instrumental in leading various taskforces for business process reengineering initiatives.

Jusri is very passionate about his work where he spent the last 13 years learning and perfecting his skills and knowledge in the outsourcing industry.  To this effect, he has received credentials such as a certified COP Master-class graduate, IAOP.  Throughout his career in BPO, he has gain cross industry exposure in domains such as Banking, Telecommunications, Media and High-tech.  He has experience managing both domestic and off-shore contact centres with up to 1,000 seat capacity.

Jusri is a graduate of MMU with a degree in Business Administration (Hons.) Economics with Multimedia and a professional member of the International Association of Outsourcing Professionals (IAOP) as well as committee member of the Outsourcing Malaysia.

 

Thila 2

Executive Committee

S. THILAKAVATHI

Thila bring with her more than 18 years of contact center experience ranging from delivery, transition and transformation, delivery excellence with a focus on inbound operations. She has also managed both in-house and outsourced centers, and has supervised centers with a workforce of 15 right up to a center with 400+ resources.

Thila’s experience in BPO had covered a variety of industries which included telecommunications, internet service provider and airlines, while IT Service Desk operations covered manufacturing, pharmaceuticals, telecommunications, retail and many more.

She is ITIL certified and had won 2nd place in the Best Contact Center Manager category in 2015.

 

IMG_4967 2

Executive Committee

SELVARAJ RAJ WILLING

Selvaraj is currently the Head of Contact Centre in Ambank. He has an experience of 13 years in Contact Centre Industry as a whole.  Selvaraj is a dynamic, thoughtful and hands-on leader with articulate perspectives and game-changing strategies. He is at the point where he has bottom-line budget responsibility and in charge of customer service / experience strategies and operations in which he can relate himself to people-relations, quality-control, process improvements, and operations responsibilities. His long-term goals are to become a customer service / experience industry expert and to have earned a respectable position with responsibility for a major piece of the business. He is a people engager and takes strong passion in developing people for success. Under leadership Selvaraj’s, Ambank Contact Centre has been enhancing customer experience and succeeding in gaining customer confidence with respect to credibility and competence.

Selvaraj started his career with HSBC, followed by U-Mobile, then Maxis prior to Ambank. Selvaraj is an Honors Graduate from Staffordshire University (UK)  & currently pursuing his MBA at Binary University

 

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Executive Committee

ALAN G. DOWNE

Dr Alan Downe is with the Faculty of Management at Malaysia’s Multimedia University (MMU) in Cyberjaya.  Originally from Canada, he has lived in Malaysia since the year 2000 and has worked as a business educator in various locations throughout the country.  His research and teaching specializations focus on strategy and operations in service industry firms, particularly customer contact centres.  His work has included studies of talent management, inter-firm alliances, technology adoption, services marketing and outsourcing related to customer care, helpdesk and other business processes.

Dr Downe has been active in the CCAM for over fourteen years, serving on a variety of Association task forces and committees. He has been a judge for the National Contact Centre Awards on seven occasions and has been a frequent speaker or panel member/moderator at industry conferences.  He was appointed to the Executive Committee in August 2015.

 


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