CCAM 12th Annual CRM & Contact Centre Awards 2011 ... by: Official Evaluator for CCAM Annual Awards 2011: CCAM 12th Annual CRM & Contact Centre Awards 2011 - Individual Awards categories

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Official Evaluator for CCAM Annual Awards 2011:

CCAM 12th Annual CRM & Contact Centre Awards 2011

- Individual Awards categories

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Judge’s Profile

Full name: Dr. Alan Giffin Downe

Work designation: Senior Lecturer

Company name: Universiti Teknologi Petronas

Company address: Department of Management and Humanities Bandar Sri Iskandar, 31750 Tronoh, Perak

Recent photography:

Profile: Alan Downe holds a Bachelor’s degree in Psychology from

Canada’s Acadia University, a Master’s degree in Educational Psychology from the University of Calgary and a PhD in Management from Multimedia University (Malaysia). Alan moved to Malaysia from Canada in 2000 and joined the Faculty of Management at Multimedia University in Cyberjaya. While there, his teaching specialties included Critical Thinking, Business Ethics and Business Process Outsourcing. Alan joined the Department of Management and Humanities at Universiti Teknologi Petronas in January 2008, where he now specializes in teaching Organizational Behaviour and Corporate Communication. His research remains focused on the field of occupational psychology in service industry settings, with particular interests in contact centre strategy and operation. He has studied workplace attrition, interpersonal relations, outsourcing strategy and safe working environments. His research work has appeared in several top scientific journals and he contributes frequently as a featured columnist to the Outsourcing magazine.

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Judge’s Profile

Full name: Anna Yap Poh Gek

Work designation: Professional Trainer

Company name: Top Partners

Company address: -

Recent photography:

Profile: Anna Yap is a Certified Professional Trainer with over 10

years of experience in Training. She has an MBA from the University on Sunderland, UK. As a trainer, she completed the Certified Training Professional Program (“CTP Program”) from ARTDO International-ITD and was awarded a Certified Training Professional Certificate from ARTDO International-ITD. She also completed her NS-NLP program and graduated as a Certified Practitioner of Neuro-Semantics, Neuro-Linguistic Programming and Hypnosis and Time-lines. These certifications were awarded by the International Society of Neuro-Semantics and are recognized worldwide.

Work wise, Anna was the Assistant Vice President and part of the Senior Management Team of Bostonweb Academy Sdn Bhd, an accomplished training provider in Malaysia. As a strong believer of creativity and innovation, Anna developed the 1st Call Centre Training Program in Malaysia. This Program is in line with the requirements of London Chamber of Commerce and Industry International Qualifications (LCCI, UK). Anna successfully conducted the first session for SRG Asia Pacific Sdn Bhd (“SRG”) over a 12

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day period. SRG is the call centre for Maxis Telecommunications Sdn Bhd. For the record, all the participants from SRG graduated with Distinctions for the practical examination. Her success in call centre training spurred her to develop further programs for local call centres. Among the programs are Voice Grooming and Motivation.

Other companies which have benefitted from Ms Yap’s customer service training are Hitachi Data Systems Sdn Bhd, Tan Chong Group of Companies, Carsem (M) Sdn Bhd, APIIT College, Cognis Oleo Chemicals (a subsidiary of the Sime Darby Group), Tenaga Nasional Berhad and Kompakar Sdn Bhd.

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Judge’s Profile

Full name: Daniel Tok

Work designation:

Company name: F-Secure Sdn Bhd

Company address:

Recent photography:

Profile: Daniel graduated with a degree in Management Information Systems

from Winona State University, USA. He has accumulated 10 years in the CRM industry, focusing largely on technical support. Daniel began his career as a Technical Support Analyst with Merrill Corporation, USA. Starting by providing 1

st level technical assistance,

Daniel progressed to pioneering a technical support team, providing critical level technical support for both International and domestic clients within the United States. He also developed his expertise in process documentation and operational support. Upon his return to Malaysia in 2003, Daniel continued his involvement in Process and Operational Support, focusing in Knowledge Management. His expertise includes process improvement and documentation as well as project implementation. Year 2005, Daniel joined Scicom (MSC) Berhad, where he gained extensive experience managing various Technical Support and Service Operations. Apart from managing the primary inbound operations, Daniel maintained an active influence in Quality and Training functions. Daniel is currently a Technical Support Manager at F-Secure Corporation. His team offers global technical support services to both corporate business and consumer markets. He actively contributes to

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the Customer Relationship Management and Contact Center Association of Malaysia (CCAM). His recent accolades include receiving the Gold Award for Best Contact Centre Manager in 2009.

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Judge’s Profile

Full name: Irine Lopez

Work designation: Senior Manger, Business Services

Company name: Asian Business Software Solutions Sdn Bhd

Company address: A-1-12, Kuchai Lama, Off Jalan Kuchai Lama, 58200 Kuala Lumpur.

Recent photography:

Profile: Irine Lopez over the years has built a reputation as a highly personable Customer Service Specialist. Her experience and expertise ranges over all aspects of contact center management covering the scope of inbound, outbound, back-end functions, outsource and telemarketing. Her talent includes development of people to a skillful professional level to manage and run successful contact centers over the last 20 years. Her past exposures are in industries of Education, Telecommunications, and Insurance, while currently in an Accounting Software environment. She holds an MBA from Nottingham Trent University, UK. Her valuable experiences includes being in the pioneer team in implementation of High Performance Techniques of COPC in Malaysia in a telecommunication industry (inbound), there after moving this experience through in acquiring in-depth knowledge with COPC roll out in an outsource contact center.

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Irine currently serves as the Senior Manager of Business Services for Asian Business Software Solutions (ABSS) overseeing the full operational aspects of their accounting software business within the South Asia Region. Her responsibilities include strategic planning in areas such as Marketing, Training, Customer Services and Direct Sales. In a dual role Irine is also a shareholder in ABSS with its head office based in Singapore. Irine firmly believes in the philosophy that the right people, in the right job and with the right attitude/value are the ultimate force in attainment of success. CCAM provides the platform and opportunity for these high caliber professionals to be recognized and acknowledge at a national level.

Submission due by 23 September 2011 (Friday)

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Judge’s Profile

Full name: Jeannie Quek

Work designation: Business Consultant

Company name: Fusion Comm. Solution Sdn Bhd

Company address: Level 9-01B, Wisma Goodyear, Block B, Kelana Centre Point, No. 3, Jalan SS 7/19, 47301 Petaling Jaya, Selangor, Malaysia.

Recent photography:

Profile: Jeannie serves as Business Consultant for Fusion Comm.

Solution Sdn Bhd – the leading specialist in Workforce Optimisation (WFO) Solution, Human Capital Development and Business Consulting Services in the South East Asia region. With her vast, active and extensive hands-on operational experiences, and involvement in the customer contact center industry, Jeannie specializes in Contact Center 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 center industry. Her article titled “Driving Voice of the Customer in The Contact Center” was featured in contactcenterworld.com – a global web portal for the contact center industry. 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 centers in

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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.

She held a pivotal role by involving actively in the judging panel of the Contact Center Association of Malaysia (CCAM) National Awards in 2006, 2010 & 2011; and ICCA The Best Contact Center Indonesia 2011. She is also a frequent speaker and facilitator in various seminars, conferences and training workshops organised by CCAM, the Call Center Industry Association of Thailand (CCIA), Indonesia Contact Center Association (ICCA), and Asia Pacific Contact Center Association Leaders (APCCAL).

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- Corporate Awards categories

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Judge’s Profile

Full name: John Tabone

Work designation: General Manager Operations

Company name: Engage Pty. Ltd.

Company address: LEVEL 3 80 Dorcas Street, South Melbourne, Victoria, Australia 3187

Recent photography:

Profile: A 35 year Contact Centre veteran, John is a participative

management professional with many years experience in Strategic Contact Centre Management. He has diverse Contact Centre experience in leadership, operational optimization and consulting both within Australia and offshore. Progressive leadership experiences have included startup and ongoing management of Contact Centres in both Sales and Customer Service for a diverse range of clients. These include Transportation, Financial Services, Telecommunications, Public Sector, Travel, Entertainment, Utility Companies, Pay TV, Consumer Electronics, Loyalty Programs and various others. Career history includes: National Manager Telephone Distribution – Ansett Australia. Accountable for a multi-site network of Contact Centres with over 1200 Agents. Developed and built new Contact Centre sites in 4 states in Australia. Consultant to Zuji – Lived in Singapore for 12 months as part of

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the team that created Zuji. Project managed, sourced and built the Call Centre capability for Zuji. General Manager – Contact Centres – Salesforce – Head of operations and accountable for over 50 outsourced Contact Centres and 4500 Agents in Australia, New Zealand, Malaysia and the Philippines. Established a 300 seat Contact Centre in Kuala Lumpur for Jetstar Airlines as part of their outsourcing agreement with Salesforce. During this period Salesforce was a 3 time winner of the prestigious Hewitt award as best employer in Australia and New Zealand, a feat never before achieved by a Contact Centre business. John has also been involved in third party Contact Centre consulting both within Asia, Australia and the Middle East. Currently john is the General Manager Operations in a new business – ENGAGE which is fast making a name for itself in the region as a thought-leader in Contact Centre technology. John’s diverse Contact Centre experiences and achievements have created a passion for developing and implementing strategic direction and surpassing financial, service and team objectives to fully integrate Contact Centres with business plans to meet corporate objectives.

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Judge’s Profile

Full name: Michelle Fok

Work designation: Client Services Director

Company name: OmniTouch International

Company address: Suite E-10-10, block E, Plaza Mont Kiara, No 2, Jalan Kiara, 50460 Kuala Lumpur.

Recent photography:

Profile: Michelle is the Client Services Director with OmniTouch

International based in Malaysia. Her key area of specialization is in facilitating quality improvement initiatives to deliver effective business process alignment for the organization. She focuses on business consulting projects that include setting up of Call Centre, operational review and gap analysis of Business processes, and Interaction Quality evaluation. She also spears head planning and execution of Research programs such as Mystery Shopper and Customer Satisfaction survey. Prior to joining OmniTouch, Michelle had a distinguish career with Citibank Malaysia for more than 10 years. She gained extensive operational and leadership exposure while implementing and executing best-in class Contact Centre processes to support the Customer Service strategy of the bank. She played a key role in the extraordinary growth and expansion of the Contact Centre from a medium size 50 seats to a matured Contact Centre of more than 200 seats. Michelle has obtained professional credential of CIAC-Certified Management Consultant. Michelle is currently holding the role

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of Vice President – Industry of Customer Relationship Management and Contact Centre Association of Malaysia (CCAM).

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Judge’s Profile

Full name: Nicole Wong Whee Ling

Work designation: Telemarketing Manager, HOD Telemarketing

Company name: Aeon Credit Service (M) Berhad

Company address: Level 29th, Menara Olympia, No. 8, Jalan Raja Chulan, 50200 Kuala Lumpur

Recent photography:

Profile: Nicole Wong has more than 4 years experience in Contact

Centre environment handling both inbound and outbound and campaign related activities and has successfully managed a team of customer service representatives of more than 100 people at time. She possesses over 3 years of experience in training as well as campaign execution with recruitment capabilities as well. She handles varies projects/campaigns successfully by driving revenue growth and profitability by identifying, qualifying and closing client sales with the abilities of handling internal operation as well. She manages to bring the best out of the current resources and yet managed to drive revenue growth and profitability without any hassles by drilling down from sales to operation till execution process.

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Judge’s Profile

Full name: Noorhanisha Saed Reza

Work designation: Head of Contact Centre and Relationship Channel ( APAC & EMEA)

Company name: Vale

Company address: ValeServe Malaysia Sdn Bhd, Level 16, No 1, First Avenue Building,Bandar Utama 47800 Petaling Jaya Selangor Darul Ehsan

Recent photography:

Profile: Noorhanisha Saed Reza graduated with a Bachelors in Law (LL.B) from the University of London, UK; and holds professional qualifications in Contact Centre Management i.e. COPC from Customer Operations Performance Centre Inc, USA. She spent more than 12 years providing training services in several prominent organisations particularly in the areas of Outsourcing & Shared Services before moving on to Operations Management in 2005. Her employment at VADS Berhad influenced her passion for human and organisational development. It was there that she managed an Outbound Team and won the Group CEO Merit Award for the Most Improvement in Productivity (PIP) and, Gold and Silver Awards at the Contact Centre World Awards (APAC region) 2009. Other accomplishments include the design and developed of a majority of VADS Outbound Training Modules, and the expansion of the

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Outbound Team’s mere 50 seat operation to a massive 200 seat contact centre which attended to multiple activities from collections to telemarketing. Apart from her employment with VADS, Hanisha has worked as an in-house soft skills trainer for a well-known outsourcer. She trained and supervised the Nokia Asia Pacific Team, and was a pioneer member responsible for the implementation of all Quality Assurance initiatives. She is currently responsible for the implementation of Vale’s contact centre and relationship channels in Asia Pacific, Middle East and Canada. Vale is the world’s second largest mining company and largest producer of Iron Ore globally. During her free time she likes to read, go scuba diving and is an avid volunteer for the Malaysian Red Crescent Society.

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Judge’s Profile

Full name: Pamesh Kuma Selvaraj

Work designation: Contact Centre Manager

Company name: SRG Asia Pacific Sdn. Bhd.

Company address: Suite1b-3a, Level 3a Blk 1b, Plaza Sentral, Jalan Stesen Sentral 5,50470 Kuala Lumpur, Malaysia

Recent photography:

Profile: Pamesh became a member of the call centre fraternity in 1999,

when he began his career in a multinational FnB contact centre. He moved through the ranks to rise to the position of Contact Centre Manager in SRG Asia Pacific Sdn Bhd, servicing the largest customer database in Malaysia, and the company’s anchor client. Pamesh has over 10 years experience in Contact Centre Management, and a unique 360 degree viewpoint of contact centre management, through his exposure in all aspects of operations, as well as his current role in management. His specific area of responsibility includes contract negotiations, management of performance vis-à-vis contractual key performance indicators, process and operational design, technology, as well as training. He is an active member of the CCAM, contributing in various activities of the association since 2003. Pamesh was awarded Best Contact Centre Manager Over 100 seats by the CCAM in 2009, and is credited for bringing home the Best Outsourced Contact Centre Over 100 Seats award for SRG AP in the same year. He is earmarked to be a future leader of the company and is expected to bring much to the industry in the coming years.

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Judge’s Profile

Full name: Steven Khor

Work designation: General Manager - Customer Service

Company name:

e-pay (M) Sdn. Bhd. (a subsidiary of e-Pay Asia, listed on ASX)

Company address:

16-18 Jalan PJS 11/28A, Bandar Sunway, 46150 Petaling Jaya, Selangor Darul Ehsan. Malaysia.

Recent photography:

Profile:

Steven 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 Centers.

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

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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 HelpDesk of one of the major players in the Malaysian telecommunications industry, with responsibility for the restructuring and managing the corporate HelpDesk.

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.

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Judge’s Profile

Full name: Sandra De Zoysa

Work designation: Group Chief Customer Officer

Company name: Dialog Axiata PLC

Company address: 475, Union Place, Colombo 02, Sri Lanka.

Recent photography:

Profile: Sandra De Zoysa has been a Customer Service Practitioner

within the Mobile Industry for over 23 years. Sandra joined Dialog Axiata in 1997 and currently functions as the Group Chief Customer Officer and a member of the Senior Management team, which defined and subsequently led the execution of Dialog’s “Vision of Leadership” – a position which Dialog successfully continues to hold within the Mobile Telecoms Domain for over a decade. Sandra was responsible for establishing the Group’s Service Delivery Function, Enterprise Contact Management and Frontline Service Delivery related Shared Services and the Business Process Outsourcing Operations which serves over 6 million subscribers across multiple businesses of the Dialog Axiata Group. Sandra also functions as the Chairperson of the Company’s Service Delivery Group Leadership Committee. Under her leadership Dialog has won many Service Excellence awards & accolades making them the undisputed leader in Service Delivery in Sri Lanka. Among them are the Gold award from the Asia Pacific Customer Service Consortium (APCSC) for Customer Relationship Excellence, The Customer Management Strategy Award from the Global Customer

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Experience Management Organization (G-CEM), The Best Customer Service Centre Award from Asia-Pacific Customer Service (APCS), Recognition of Excellence awarded by the Asia Customer Service Association (ACSA), National Quality Award and the Asia Pacific Quality Award. Dialog is also the first company in the region to be awarded CSQS Level III certification for its Service Delivery function and the first in the country to receive Level III assessment on People Capability Maturity Model (PCMM) as well as COPC (Customer Operations Performance Centre) Certification. At the 2011 Contact Center World Top Ranking Performers Conference & Awards Ceremony held recently in the Gold Coast, Sandra was honored with the Industry Champion Award for Sri Lanka. Apart from her work she is also an avid Conference Speaker and a visiting lecturer at the University of Colombo School of Computing (UCSC) where she teaches Customer Relationship Management. She is a Certified CEM Professional and Customer Service Quality Standards Certified Manager & Auditor and is also a Certified Lean Six Sigma practitioner. Sandra is a founder member of the IT enabled Services Association of Sri Lanka (ITeSA) and the Sri Lanka Association of Software and Service Companies. SLASSCOM is the national IT/BPO Chamber and Sandra currently functions as a member of the General Council and a Director of the Board.

http://www.contactcenterworld.com/conferences/main.aspx

http://www.contactcenterworld.com/conferences/main.aspx

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Judge’s Profile

Full name: Maria Luisa Espino Ng

Work designation: Vice President, Operations Site Leader - Asia Regional Operations Center Head of Customer Care Operations & Strategy for EMEASA-APAC regions

Company name: Western Union Financial Services International

Company address: 1024 Global Trade Center North Edsa Quezon City Philippines 1105

Recent photography:

Profile: Vice President, Operations Site Leader, AROC

January 2008 Head of Customer Care Operations & Strategy for EMEASA-APAC regions to Present Leading and managing the overall customer care operations and strategy for proprietary and outsourced call centre sites for EMEA & APAC regions. Currently have 15 proprietary and outsourced locations across the regions with AROC (Asia Regional Operations Center) in Manila as the major site. AROC also caters for both online and offline work for US and Canada.

o Received Western Union World Class Performance awards yearly since 2006. The annual award is one of only 7 Global Awards given by the company.

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o Employee Satisfaction in the centres remains high with less than 2.3% attrition, which is very low compared to industry standards and with team members growing significantly quickly into leadership roles. 95% of the current management team were grown and developed in-house. Continuous learning and development and specifically leadership and management training has been the focus to ensure employee engagement and to sustain the growth in the centre. The internal employee climate satisfaction survey stands at 87.6%

o Delivered significant cost savings, quality

improvement and productivity gains year on year across all sites.

o Responsible for reengineering, building new

sites, migrating volumes to low cost factor/high quality locations.

Regional Director, Head of APAC Call Centres & Head of Commercial Operations, Philippines Jan 2006 to Dec 2007

As Head of Regional Operations, responsibility is for leading and managing the strategic direction for proprietary and outsourced contact centres and all key processes, production management, re-engineering strategies and initiatives and driving service and cost/revenue performance results. Also one of 5 key members of the Western Union Global Contact Centre Servicing Council. Other responsibilities include quality and performance management and providing contact centre expertise, training and consultancy to other non Western Union agent partners contact centres within APAC, leading and managing the commercial operations business and relationships in the Philippines with several agent partner networks covering 3,000 plus locations. Contact Centres are servicing customers and agent partners in 19 languages covering 43 countries and

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territories in Asia Pacific, the US and Chinese speaking customers from all over Europe. Some of the highlights in performance are as follows:

Responsible for the end -to-end delivery of large and complex multi-million dollar initiatives focused on the transformation and fundamental redesign of business processes.

o In May 2007, spearheaded the migration of the

regional APAC contact centre from Sydney to Manila resulting in a projected US$1.8 Million dollars savings to the company in one year. As at present, the saves is estimated to be around $3.2M with the inclusion of the calls migrating from US. Project was completed seamlessly and on budget in two and a half months without any failure in servicing. The quality of servicing increased as evidenced by increased results in customer satisfaction surveys and internal quality scores. The cost per minute was reduced by half. The project won the Global Western Union World Performance Award in Productivity for 2007

o Also won the 2006 Global Performance Award

in Productivity for creating an overflow capability in Manila and Shanghai and in working with the global team on call centre consolidations worldwide.

o Delivered US$500k as a result of activities on

Demand management, Customer Voice, First Contact Resolution and Production Efficiencies initiatives in Operations in 2006.

o Customer Satisfaction Service results conducted

via a third party application for call-in customers and agents have risen from a low 80% top 2 boxes in December 2005 to a rating of APAC consolidated results at 95% in 2007 and a YTD

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score of 96%. Goal for the satisfaction rating is 85%.

o Responsible for addressing and maintaining

CSC Legal, Audit, Risk/Fraud and Compliance Control and Maintenance for all processes. Fraud saves in 2007 is US$900k.

o Re-engineered the voice call architecture and

negotiated for reduced telecommunications rates with vendors for the Western Union APAC servicing requirements. Savings contributed to demand management and reduced FTE and telecommunications operating expense of around $310k.

o Leads the Global CSC Council in driving

Production Efficiencies, Demand Management, First contact Resolution and Quality Process improvements across. Team consists of team leads from all WU contact centres globally.

American Express Sydney, NSW Regional Director, Call Centre Process Management J/APA November 2000 to Jan 2006 Regional responsibility for all call centre key processes, re-engineering strategies and initiatives and driving service and cost/revenue performance results across 11 countries covering 17 call centres.

Have developed and trained a very strong team of managers and business analysts responsible for providing call centre consultancy, operational production support, driving change and maintaining all key processes namely, Workforce Planning, Call Centre Voice and Data Technology Planning, Solutions and Architecture, Customer Voice/Quality, Right First Time & Demand

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Management, Compliance & Audit, Process Management and Standardization, Re-engineering, Project Implementation and Programme Management of all projects impacting the call centres in the region.

Have successfully re-engineered call centre operations across J/APA to gain cost and productivity efficiencies and to provide increased quality servicing to customers. Initiatives on re-engineering involved production efficiency improvements, structural, demand management via defect elimination, migration to lower cost channels (VR and Web) and load levelling, right first time activities and telephone and desktop architecture, channel and rate re-engineering. The overall yearly call centre project re-engineering saves as follows:

2002 US$ 6.3M 2003 $ 5.8M 2004 $ 4.5M

2005 $10 M

Structural Re-engineering initiatives rolled out over the years consist of call migrations to low cost factor sites and have been completed from 2001 – 2004 (Platinum MTS card servicing to CSI Operations Call centres for the ANZ, Singapore and Malaysia markets, JAPA Authorization, Merchant servicing and Singapore Card servicing to the Malaysia Hub, Hong Kong to China, NZ to Australia capabilities, ANZ to Manila and Japan to Sydney.

Delivered significant call centre telecommunications

enhancements and rate re-engineering across the years via installation of IVR platforms, migration of call volumes to managed networks and VOIP links, negotiation on Telco rates with providers, installation of CTI’s and CMS’s and via close intelligent management of call flows and designs in the region. New IVR platforms were installed in New Zealand, Thailand, Taiwan and Singapore.

Spearheaded a regional team that won one of the eight GFS (Global Financial Services) STAR awards in 2002 for initiatives in Demand Management, contributing

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to US$3.1M gross saves for the call centres. The Demand Management activities significantly reduced demand on the call centres year on year.

Installed Quality Monitoring systems across Japan, Malaysia, Singapore, Hong Kong and Taiwan. The system allowed for increasing the bar on quality goals and provided enhanced servicing to customers. In 2002 and 2003 introduced standardised quality monitoring process with an increased requirement on quality servicing and strong loop back to customer expectations via external validation. Completed enhancements and new roll out of intelligent desktop technology across Australia/New Zealand, Japan, Singapore, Malaysia, Thailand, Hong Kong, India and Taiwan. The enhancements resulted in process standardisation, increased automation, reduced training time, employee empowerment, greater efficiency and productivity and reduced cost of servicing and potentials for error.

Have initiated and rolled out Customer Contact History (CCH) platform via desktop across the region. The system provides for foot-printing of all calls allowing for the mining and proactive analysis of customer requirements and call patterns which will allow us to custom manage our enhanced servicing based on customers needs and satisfaction requirements.

Organised and managed a yearly call centre summit/conference attended by all the call centre leaders across JAPA and international advocates and support groups to present the strategy moving forward and get consensus, alignment and agreement. Managed the review of all the Business Continuity Plans (BCP) for across all Lines of Business across JAPA and proactively led the market teams in the development of robust and executable plans to cope with any potential crisis.

Employee Satisfaction Survey for the Process

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Management group stands at G1 on a yearly basis from 2001-2005 American Express Sydney, NSW Regional Manager Re-engineering J/APA May 2000 to November 2000 Responsible for thought leadership, development and implementation of a series of major regional re-engineering activities with multi-million dollar scope. Primary accountability is in building the operations and technology infrastructure and capabilities to support inbound and outbound call services. Initiatives included call migrations, clustering of sites, Interactive Voice Response installations and point of arrival solutions to expanding markets in the region. Completed also during this period are feasibility studies and cost benefit analysis for the different structural re-engineering initiatives of TSC and Risk operations to low cost factor sites. Westpac Banking Corporation Sydney, NSW Senior Project Manager August 1999 to April 2000 Call Centre Projects & Finance Provided call centre subject matter expertise, consultancy and implementation leadership support for the rollout of the WBC call centre operations model. Responsibilities include the rapid development and implementation of management process, call architecture review and redesign, review and critique of project plans to identify quality issues, facilitation of knowledge transfer between and within functional groups and working with external consultants to coordinate development activities.

Completed the review and process redesign of the

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AGC 200 seat National Call Centre and personally led the change, turning its performance around from service levels of 20% – 30% to the business desired 80% within 2 months and without additional headcount. Completed a 3 month exhaustive capability audit of 9 call centres across Australia, identifying the gaps, opportunities and issues surrounding technology, telephony, real estate, human resources, training, recruitment, processes, change management, workforce planning and situation management for the Sales and Service call centre divisions of Westpac Banking Corporation, AGC, The Mortgage Company and Westpac Financial Services. Recommendations put forward were adapted to the Westpac blueprint for change. Rolled out Performance Management across 4 call centres and commissioned a specially designed, Manager/Team Leader Training for all people leaders in the Westpac call centres. Both initiatives contributed to an increase in service factors, customer and employee satisfaction. American Express Sydney, NSW Regional Manager, Call Centre Solutions November 1997 to August 1999 Responsibilities include the implementation of complex call centre initiatives requiring technical and telecommunications solutions, throughout the Japan and the Asia Pacific region. Also responsible for the development of efficient and cost-effective solutions that meet market and regional call centre requirements for cost, quality and resilience. Ensured end to end solutions, from gathering customer requirements, through facilitating development, cost benefit analysis, detailed project planning, implementation, and training to achieve call centre best practices and engineering saves in the region.

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Achievements for this period include the project management of the complex and sensitive migration of the Japan Call Centre and the development of call overflow capabilities for Hong Kong and Singapore to Sydney. It utilized leading edge technology and an organizational approach that was a first on such a scale for American Express and in the Australia business. Total 5-year cumulative saves were US$15M. Project managed the business side of the new PABX installation for New Zealand, Hong Kong and Taiwan, which was completed within 3 months. This involved the complete review and design overhaul of call architecture for the travel, card and bank call centres, invoking the change management process to the new technology across all departments and ensuring training was delivered. The project was completed successfully without any disruption to the business. Completed call architecture reviews that facilitated the optimization of the VR, PABX and call centre performance generally for Australia, Malaysia and Singapore. The redesign for Australia resulted in an average monthly telecomm cost saving of A$30,000 per month and an instantaneous drop in average speed of answer from 145 seconds to 18 seconds without changes in people process. Instituted cost reduction of Platinum card servicing in Japan. Savings for the year amounted to US$2 M. Measures taken were on budget preparation, call centre management training and call centre technology optimization and best centre practices. Other achievements include overflow capabilities for New Zealand, Malaysia and Indonesia, development and execution of a contingency plan for the whole Sydney Operating Centre during emergencies, facilitated the electronic linkage of call centre Management information systems, and the co-ordination of the Y2K upgrades of all

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PABX’s in the region. Project Manager, Call Architecture Upgrade September 1997 to October 1997 Project Manager, Japan Call Overflow July 1997 to September 1997

Project Manager, Call Centre Reengineering

March 1997 to June 1997

Scheduling Planner, Call Centre Management

September 1996 to February 1997

Project Manager, Call Centre Initiative

May 1996 to August 1996

Supervisor, Transaction Services Help Desk April 1993 to April 1996 Senior Pos Specialist July 1992 to March 1993 Point of Sale Specialist July 1991 to July 1992 Accomplishments Speaker,, Frost & Sullivan, Customer Contact Conference, Manila 2010 Speaker, Contact Centres Asia 2010, Singapore 2010 Western Union World Class Performance Award for Team Spirit 2009

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Speaker, Customer Contact Philippines 2009, Manila 2009 Speaker, Next Generation Management, Kuala Lumpur, Malaysia 2009 Western Union World Class Performance Award for Productivity 2008 Speaker, APAC Contact Centre Performance & Profitability, Shanghai 2008 Speaker, 5th Annual Contact Centre Asia Conference, Malaysia 2008 Symposium Speaker, CCAS, Singapore 2008 Call Centre Awards Judge, CCAS, Singapore 2008 Western Union Accelerator Quarterly Award 2007 Western Union World Class Performance Award for Productivity 2007 Western Union World Class Performance Award for Productivity 2006 Outstanding Achiever (Amex Operations) 2005 Outstanding Achiever (Amex Operations) 2004 Mentor of the Year Award (Amex Operations) 2003 American Express, GFS Star Award 2002 Outstanding Achiever (Amex Call Centres) 2001 Outstanding Achiever (Amex Call Centres) 2000 First Runner-up Team Member of the year (Amex) 1995 Team Member of the Month, September (Amex) 1995 Team Member of the Month, October (Amex) 1994 Other accomplishments: Speaker in past several regional call centre symposiums in

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APAC countries. Education UNIVERSITY OF THE PHILIPPINES Quezon City, Philippines Bachelor of Arts in Economics 1981 Languages Tagalog Native English Experienced Bahasa Malaysia Basic Career Interests Operations Leadership Call Centre Leadership Call Centre Process Management Project & Program Office Leadership Call Centre Consultancy

1

Functional Expertise

More than 10 years of industry research, consulting and marketing experience, including 5 years in the ICT

sector. Particular expertise in:

- Analyzing market dynamics and highlighting future trends

- Strategy and corporate planning

- New business opportunity, market strategies, channel and partner development and growth strategies

Industry Expertise

Experience base covering broad range of sectors, leveraging long-standing working relationships with leading

industry participants’ Senior Executives

- Unified Communications, Collaboration and Contact Center

- Mobile & Fixed telecoms networks and services

- Interactive Digital Media and Social Networking

What I bring to the Team

• Domain expertise and in-depth understanding of the heterogeneous business environment in APAC markets

• Adept at project management, stakeholder analysis and strategic consulting

• Good executive presentation, analytical and problem solving strengths

• Mature relationship management and co-ordinations skills

Career Highlights

Directed multiple strategic planning projects for leading service operators and ICT vendors

Widely quoted in prestigious on-line, print and broadcast media

Held leadership position s in firms in different businesses

- Lead APAC telecommunications research group for a multi-national growth consulting firm

- Drove business planning activities across the region for a multi-faceted telecom group

- Held overall business responsibility for Singapore operation for an innovative start-up from the Netherlands

Education

MBA (Finance & Marketing) from University of Illinois, Chicago, USA

M.Eng from National University of Singapore, Singapore

B.Tech (Mechanical Engineering) from Indian Institute of Technology, Chennai, India

Krishna Baidya

Krishna Baidya Industry Manager

Frost & Sullivan

Asia Pacific

Singapore

1


• Extensive experience in consulting and research for Asia Pacific, as well as Global projects. Particular

expertise in:

- Developing go to market strategies and implementation plans for geographic and new product

implementation

- Client Counsel on market penetration and expansion strategies

- Competitive intelligence and analysis

Industry Expertise

Enterprise Communications markets across verticals, specifically focused on

- Collaborative computing

- Unified Communications

- Video & telepresence

- Cloud based services on Collaboration & UC

- Social Media


Deep focus in the enterprise communication markets

Excellent understanding of market forces, competition, & supply-chain landscape

Management experience in handling the Asia Pacific Collaboration Team

Regular speaker at industry events, extensively quoted in regional and global media

Career Highlights

Multi -functional expertise in enterprise communication markets

Education

Masters in Management Information Systems (Griffith University, Australia), B.E. Computer Science Engg.

(University of Madras, India)

Pranabesh Nath Industry Manager

Collaboration & UC,

ICT Practice

Frost & Sullivan

Asia Pacific

Pranabesh Nath

1


10 years of consulting and research expertise, which include 4 year of rich experience in tracking enterprise

communications industry on a daily basis. Particular expertise in:

- Assessing the market opportunity and understanding the technology life cycle

- Indentifying the disruptive technology and products that has potential to change the overall industry

- Channel Acquisition and market entry strategy

Industry Expertise

Experience base covering broad range of sectors, leveraging long-standing working relationships with leading

industry participants’ Senior Executives

- Unified Communications

- Internet Protocol (IP) Telephony

- Working level understanding of Collaboration

- Broader understanding of Information, Communication and Technology


• Leadership capability having managed geographically distributed team of 20 team members

• Extensive expertise in driving the research and consulting projects

• Proficient in one to one communication, excellent in primary interviews specially deducing information

• Unified Communications, IP telephony and related industry domain knowledge

• Advance level of excel skills that includes creating models for business opportunity, decision priority index and

technology refresh demand

Career Highlights

Extensive expertise in research and consulting organization in Frost & Sullivan:

- Industry Manager, Enterprise Communications, APAC Frost & Sullivan

- Manager, Global Econometric Group, Frost & Sullivan

Education

Masters in Marketing Management from University of Mumbai, Bachelor of Engineering, Instrumentation from

University of Mumbai

Shailendra Soni

Shailendra Soni Industry Manager

Enterprise

Communications

Frost & Sullivan

Asia Pacific

Kuala Lumpur

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Documents

CCAM 12th Annual CRM & Contact Centre Awards 2011 ... by: Official Evaluator for CCAM Annual Awards 2011: CCAM 12th Annual CRM & Contact Centre Awards 2011 - Individual Awards categories