HERE - CCAM

Formerly Known As
Customer Relationship Management & Contact Centre
Association Of Malaysia ( CCAM )
LIST OF NOMINEES FOR EXECUTIVE COMMITTEE – 2014/2017
Mohd Irwan Rizal
President
Raymond Low
Vice President
Munirah Looi
Deputy President
Manjelah Thavamoney
Vice President
Hizam Ghazali
Vice President
LIST OF NOMINEES FOR EXECUTIVE COMMITTEE – 2014/2017
Jasmin Aksan
Honorary Secretary
Aminudin Zainodin
EXCO
Yvonne Ng
EXCO
Jasmindar Singh
Honorary Treasurer
Tommy Ng
EXCO
Bahrudin Jawadi
EXCO
LIST OF NOMINEES FOR EXECUTIVE COMMITTEE – 2014/2017
Suhaile Selamat Abdullah Mahmood Navindran, Karunakaran Siti Mariam Abdul
EXCO
EXCO
EXCO
EXCO
Dennis Tan
EXCO
Noorhanisha Saed Reza
EXCO
Derrick Yap
EXCO
Jeremy Lee
EXCO
PRESIDENT
Currently served as the President of Association of Customer
Experience of Malaysia ( ACE ) formerly known as CCAM. He was
appointed as an Executive Committee Member (CRM/Contact
Centre) on Saturday, 27th March 2010. He was the Minister’s
Appointee Member in National YOUTH Consultative Council,
Ministry of Youth And Sports of Malaysia.
He has more than 12 years of experience in Customer Service and
Contact Centre as well as actively involved in Youth Development
Programme throughout the Nation.
PRESIDENT
Leading the Association in developing the first National
Certification for Contact Centre ( National Occupational Skill
Standard – NOSS ) and was approved by the Ministry of Human
Resources on 31st December 2013.
Continue to promote the Industry by introducing initiatives that
involves members of public and the Government. At the same time
introduced a member’s visit day program to have a closer
interaction with members of the Association in order to find
appropriate solution(s) for their challenges. Managed to set up an
Advisory Council to assist the Association by providing guidance
and advise.
DEPUTY PRESIDENT
Founder/President & CEO Brandt International
“I am an MBA graduate from UK, majoring in Human Resource
Management. Also I am a member of International Who’s Who
of Professionals and Life Member of International Business
Leaders. I’m the Founder/President & CEO of Brandt
International, which specializes in the areas of Business
Transformation Consulting and Outsourcing. It has offices in
Kuala Lumpur, Singapore, Jakarta and Manila.
Besides managing a successful business, I’m also an active
contributor in NGOs activities. I was the elected President –
CCAM (CRM & Contact Centre Association of Malaysia) 2005/6.
DEPUTY PRESIDENT
During my tenure as the President of CCAM,
I had championed various efforts to position the Contact Centre
Industry as a ‘Career of Choice’ and promoting the job as a
professional job. Besides this, I was instrumental in engaging key
stakeholders of the industry including both the private and public
sector to build and grow the industry to what it is today.
Currently I am also an elected member of Outsourcing Malaysia
(OM) for 3 terms, from 2010-2016.
She was the EXCO-member for Special Projects with key focus in
driving the NKEA (National Key Economic Areas-Business Services
initiatives for the Outsourcing Industry. Just this year, I was
DEPUTY PRESIDENT
appointed as the Chairperson for Global Trade
Development under OM with responsibilities to generate global
and regional trade businesses into Malaysia. Besides being an
EXCO member of Outsourcing Malaysia, I was the elected VicePresident of CCAM (CRM & Contact Centre Association of
Malaysia) for year 2012-2014.
I was instrumental in supporting the President’s strategic
objective of enhancing and promoting the CRM & Contact Centre
industry. I have facilitated the EXCO team to design and develop
the CCAM Blueprint and is a valuable and active contributor to
CCAM. Moving forward, with my involvement with OM
DEPUTY PRESIDENT
and CCAM, it is hoped that I can bring better
synergy amongst the association and industry besides continuing
to support and drive the CCAM Blueprint Strategies towards
implementation to deliver positive outcome,”.
VICE PRESIDENT
Country Manager, ITApps Sdn Bhd
Has over 16 years of experience in Contact Center and Information
Technology. Raymond has a Bachelor degree in Computer Science
from Coventry University, United Kingdom.
VICE PRESIDENT
Senior Manager, DHL information Services (Asia Pacific) Sdn Bhd
• Have been an active member of CCAM / ACE since 1999
• Good track record as 2013 EXCO Member
• In my current capacity as a Senior Manager for a multinational
company, I can use my experience and knowledge to raise some
of the challenges faced by the Industry
VICE PRESIDENT
Assistant General Manager, Service Innovation & Collaboration
VADS Berhad
“Hizam is very passionate about his work where he spent the last
14 years learning and perfecting his skills and knowledge in the
outsourcing industry at both professional and entrepreneurial
level. To this effect, he has received numerous credentials such as
a 6-Sigma Green Belt, a certified COPC Coordinator, PMP and
aCOP Master-class graduate, IAOP. Throughout his career in BPO,
he has gained cross industry exposure in domains such as FSI,
Telecommunications, Retail, Media and High-tech.
VICE PRESIDENT
Currently attached to VADS Berhad, Hizam is responsible for
identifying new markets and development of new service
offerings for the company’s outsourcing business. He is also the
principal consultant where he crafts out innovative outsourcing
solutions for clients. Across the years, Hizam has been responsible
for the deployment of best practice customer management
principles and standards. Very instrumental in leading various
taskforces for business process reengineering initiatives.
Hizam actively contributes to the Malaysian outsourcing industry
development and growth by participating in OM, MDeC, ACE
(formerly known as CCAM) and speaks at thought leadership
VICE PRESIDENT
events such as Asian World Summit - Customer Engagement
Management, Outsourcing Malaysia - National Conference.
Hizam is a graduate of UUM with a degree in Accountancy
(Hons.) and a professional member of the International
Association of Outsourcing Professionals (IAOP),”.
HONORARY SECRETARY
Senior Assistant Vice President, ASTRO
“I am currently heading the Service Recovery Unit &
Correspondence operations in ASTRO and have 17 years of
experience in contact centre management.
With 17 years of experience in contact centre industry, I am
confident that I could be an asset to the Association and drive
activities for the betterment of the members.
I was an EXCO member for ACE, and have actively participating
and champion the events especially in CSR and Customer
Experience Carnival,”
HONORARY TREASURER
Head, Business Call Center, CIMB Bank Berhad
“I have been an active member with the Association since its
inception. Have been actively involved in the Executive Committee
for many terms and held the following positions over the years
as:
1) Vice President
2) Awards Committee Chairman
Have been Head of the CIMB Call Center since 1999 and
participated in many activities to boost the Association’s position
in the industry. Contributed to the Association’s growth and
importance in the Contact Center industry in Malaysia,”.
EXECUTIVE COMMITTEE
Managing Director, ANBIZ Sdn Bhd
She has been active in the contact centre Industry for 14 years.
She obtained her Green Belt Six Sigma certification from General
Electric International Inc. and has since been assisting multiple
contact centre in process improvement.
She has also been assisting organization in organizing wide CRM
implementation and process improvement.
Yvonne has an Advanced Diploma in Business Administration
from Association of Business Executive, London.
EXECUTIVE COMMITTEE
Senior Manager, Ambank ( M ) Berhad
“With my past working experience & exposed to contact centre
industry across regional, I would be able to work closely with the
selected committee members to bring ACE to the next level so that
it’s members would gain benefit from it,”.
EXECUTIVE COMMITTEE
Sales Director, Microtel Technology
Mr. Tommy Ng is the Sales Director of Microtel Technology, a
provider of Contact Center and Enterprise Communications
Solutions. He is responsible for Business Development and leads
Enterprise Sales in Malaysia office.
As the Sales Director, Mr. Ng has been instrumental in taking
Microtel contact center solutions to multiple geographies
including Malaysia and Asia Pacific region. He has implemented
Contact Center Solutions for both captive and outsourced call
centers as a consultant. His interests include Optimizing
EXECUTIVE COMMITTEE
Performance at Contact Centers and delivering solutions for
integrating business processes and communications processes for
customer facing functions.
He holds a Professional Diploma in Chartered Institute Marketing
and has joined the contact center industry since 2004 with more
than 10 years of experience in communication and telephony
technology for contact center. His vast experience in consulting
and deployment of contact center telephony technology will be an
asset to the association of customer experience industry of
Malaysia.
EXECUTIVE COMMITTEE
General Manager, Kumpulan Wang Simpanan Pekerja ( KWSP )
“I have 26 years experience being in many departments within
KWSP. I have 5 years experience in customer service from counter
service, call centre, email management and social media
management.
I can contribute to the association by sharing and implementing
many years experience and knowledge on management for the
association. I believe I will contribute to the development of ACE
and the Industry,”.
EXECUTIVE COMMITTEE
Director, Spiral Connections Sdn Bhd
“My name is Suhaile Binti Selamat. I am 36 years old, married
with 2 young boys. I’m a Director of Spiral Connections Sdn Bhd for
18 years. In my work, I have contact with all levels of a contact
centre and fully understand their challenges as well. I have a
Diploma in Management from the Malaysian Institute of
Management. To be part of the ACE, I will assist the Association to
enhance, grow and to achieve ACE’s mission and objective. To
work together with the rest of the Committee and Members and
give full support of my skills, abilities and knowledge towards the
related industries. To contribute, new and fresh ideas and
participate in all of the event sanction by ACE,”.
EXECUTIVE COMMITTEE
Director, JTP Consultant
“I have 13 years of experience in Customer Service, specifically
focusing on contact centre. Very determined and creative
individual and do appreciate customer service from the heart. For
me, this is the time to share with the industry in order to let the
public know about the industry well. I will do my best to assist the
customer service industry in Malaysia and groom the potentials in
the industry,”.
EXECUTIVE COMMITTEE
EXECUTIVE COMMITTEE
Graduated from Ohio University, United States where she received
her M.A Sociology majoring in Anthropology. Prior to that, she
holds a B.Sc. in Human Resource Development from Universiti
Putra Malaysia.
She started her career in the civil service on 4th July 1983 as a
social research officer and continued to serve the country as a
Diplomat Officer at the Department of National Unity &
Integration, after receiving her Master Degree.
EXECUTIVE COMMITTEE
Since joining the Government of Malaysia and has worked for the
past 31 years in various ministries, Puan Siti has vast knowledge in
public sector management as well as internal strategic planning
and national integration. The ministries which she has served
were Ministry of Science, Technology & Environment, Malaysian
Public Service Department, Prime Minister Department and
presently she is attached to the Malaysian Administrative,
Modernization & Management Planning Unit (MAMPU).
Her exposure working in Public Complaints Bureau for several
years and being a Director of Human Resource and Management
Service Unit in MAMPU, are the contributing factors of her being
EXECUTIVE COMMITTEE
appointed as 1MOCC Director and it is believed to be the most
righteous decision.
Having monumental experience with several government agencies
and ministries makes her suitable to hold a position as the EXCO
Member for ACE.
EXECUTIVE COMMITTEE
Chief Executive Officer of YBL International Search
and Principal Consultant Yetzen Consulting,
Brings over 27 years of senior experience in banking and
insurance. He was formally with Standard Chartered Bank
Malaysia Bhd as their Regional Head, Customer Care. He is
responsible for providing strategic direction, guidance and
leadership to the formulation and performance of hubbed contact
centre.
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
EXECUTIVE COMMITTEE
enable Prudential to build a customer centric culture in support of
the overall company’s Customer Service Strategy.
In his previous roles, Dennis has also worked for Malayan Banking
Berhad as their Head of Group Customer Care with an emphasis
on designing and implementing realistic strategies from the initial
set-up of centre to ensuring the processes, people and technology
are in place.
Dennis also has a successful attachment with other MNC like
American International Assurance and DiGi Telecommunication
Sdn. Bhd.
EXECUTIVE COMMITTEE
Dennis is an MBA graduate, and is a professional member of
various calls centre and human resource management
associations across the region.
Being part of the industry for over 27 years, Dennis will have
better insight on what are key success factors to bring ACE to the
next levels. More importantly working with industry expert,
authority to bridge the gaps between members and ACE.
EXECUTIVE COMMITTEE
Head of Contact Centre, Commerce Access Sdn Bhd
Noorhanisha Sa’ed 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 13 years providing training services in
several prominent organisations particularly in the areas of
Outsourcing & Shared Services before moving on to Operations
Management in 2005.
EXECUTIVE COMMITTEE
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 Outbound Team’s mere 50 seat operation to
a massive 200 seat contact centre which attended to multiple
activities from collections to telemarketing.
EXECUTIVE COMMITTEE
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.
Hanisha is currently the Head of Contact Centre at Commerce
Access Sdn Bhd a Puncak Semangat Technology Group of
Companies. Commerce Access Sdn Bhd is the leader in providing
large scale electronic procurement solutions. Commerce Access
has the expertise and experience to provide services; online tender
notification, B2B e-marketplace, contact centre, change
management and consultancy.
EXECUTIVE COMMITTEE
Head, Telemarketing & Outbound Contact Centre, Vads Berhad
Derrick has 17 years of Contact Centre experience that includes
both Inbound and Outbound nature. He has worked 8 years in
Inbound and 9 years (till current) in Outbound environment,
especially in BPO-Telemarketing. His aspiration is to consistently
adopt and apply best practices that will yield excellent results for
the company and client.
In his current position, Derrick oversees the Telemarketing and
Outbound Contact Centre business for VADS BPO with more than
500 seats in capacity and growing. The various campaigns
EXECUTIVE COMMITTEE
managed by him includes product from the Telco, FSI and Retail
industry.
In terms of Contact Centre industry credentials, he has
represented VADS and competed in both international and local
awards. He has won multiple awards for VADS and his
achievements include winning:
• CCWA 2012 APAC – Gold medal for Best Outbound Contact
Centre
• CCWA 2012 APAC – Gold medal for Best Sales Campaign
• CCWA 2012 World Finals – Gold medal for Best Outbound
Contact Centre
EXECUTIVE COMMITTEE
• CCWA 2012 World Finals – Silver medal for Best Sales Campaign
• CCAM 2012 - 1st Place for Best Outsourced Outbound Contact
Centre (above 100 seats)
As for his academic qualifications, Derrick has graduated from
Central Missouri State University, Warrensburg, Missouri (USA),
with a Bachelor’s degree of Science and majored in Criminal
Justice, Law Enforcement.
EXECUTIVE COMMITTEE
Chief Executive Officer , ATCEN Sdn Bhd
He is also the Group CFO for the ATCEN Education Group which
consist of ATCEN, outLOUD Studios Sdn Bhd (an end-to-end Movie
production house) and PORTMAN College (offers Diploma and
Certification programs including MQA Accredited Certificate in
Contact Centre Operations MQA / PA 3175). Jeremy has been in
the contact centre industry (inbound and outbound) since 1998.
He is familiar with the operations, demand forecasting and
technology of contact centres.
EXECUTIVE COMMITTEE
Over the last ten years ATCEN has contributed to the Contact
Centre industry in numerous ways. Yearly, we conduct numerous
Contact Centre Workshop that is certified by Western Kentucky
University (US State Funded University) and have organized at
least 3 Contact Centre Conferences which included CCAM. Our
trainers have also trained many of the contact centres in Malaysia
and our Principal Consultant, Ken Ng regularly serves as a Judge in
the CCAM Annual Awards and Group CEO Ernie Chen has even
serve as a VP for Industry of CCAM.
Formerly Known As
Customer Relationship Management & Contact Centre
Association Of Malaysia ( CCAM )