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Rob Findlay, Head of Customer Culture, Group Customer Experience, OCBC Bank
Rob began his career in the creative and advertising industry, creating print and digital designs for his own small business, as well as some of Australia & Europe’s leading design and ad agencies. Transitioning to digital account direction & strategy, then into the financial services industry, Rob lead the customer experience for NAB’s direct banking channels, as well as exposing the bank to innovative practices and pioneers. Now at OCBC Bank in Singapore
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Chan Fook Yee, Executive Director, Customer Relationship Management & Contact Centre Association Malaysia (CCAM)
Chan Fook Yee has been involved in the CRM and Contact Centre industry for more than 15 years. He has started his career as CRM Consultant and has involved in many successful CRM implementations in Malaysia before he becomes a Project Manager with the role of managing and implementing Avaya’s solutions in Malaysia. His experience and his contribution to the industry have made him the Executive Director for CCAM (CRM & Contact Centre Association Malaysia) with the role of promoting the CRM and Contact Centre in Malaysia and driving the industry by improving the quality of the contact centre services. Chan is also an experience contact centre judges where he has judges domestically and abroad for countries like Indonesia, Hong Kong and China.
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Munirah Looi, CEO, Brand International
Munirah has a total of 20 years working experience throughout Asia & US with experiences in the areas of Customer Relationship Management (CRM) and Customer Service Management (CSM), Her exposure includes both local and foreign assignments, having worked in varied industries in Banking – Retail/Corporate, Credit Card, and Multi-Lingual Contact Centers. Other industries that she has worked with includes insurance, telecommunication and leisure vacation & hospitality. She had helped many companies in achieving good business results by using an integrated approach in the areas of Voice of Customers, Voice of Processes and Voice of Employees. Previously, she was the Senior VP – Business Consulting Business Services & Chief Human Performance Strategist of one of the largest BPO Company is Malaysia.
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Adelina Iskandar, Head of Corporate Affairs, Tenaga Nasional Berhad (Largest Electricity Utility Company in Malaysia)
As the Vice President of Corporate Affairs of Tenaga Nasional Berhad, Adelina covers all aspects of Corporate Communications, Regulatory Relations and Management, CSR and also the Yayasan Tenaga Foundation. She also handles the public awareness for customer services. Prior to joining Tenaga Nasional Berhad, Adelina was the General Manager of Customer Service Division (PUSPEL) in SYABAS where she was responsible for setting up one-stop counter service at SYABAS for all its 10 district offices and involved in managing paradigm shift for customer centricity in SYABAS. She also had managed to collect database of almost 1 million SYABAS customers to be included in SMS notices for water disruptions.
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Halimah Abdullah, Senior General Manager Customer Service, Maxis Communications Berhad
Currently, as the Senior General Manager of Customer Service in Maxis Communications Berhad. Halimah oversees 5 areas: Customer Operations, Credit Operations, Telesales, Customer Experience Management and Learning & Development. Apart from that, she also manages high profile, cross functional projects that have high impact to customer experience within the organization. She has been in the customer service industry for 10 years covering areas such as managing regional contact centre operations, customer service strategy and planning, quality assurance and training in IBM Malaysia and DiGi Telecommunications. Halimah has been involved in CCAM as one of its Annual Contact Centre Awards judges for 3 years and has herself led teams to win Gold awards in previous years for contact centre operations and CRM implementations. Halimah is also a COPC Registered Coordinator, CIAC certified professional and a recognized speaker in local and regional customer service conferences.
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Raja Muralitharan A/L N. Rajagopal, Head of Central Operations, Allianz General Insurance
Murali has a wealth experience of 25 years in service industry. Prior to join Allianz General Insurance Company, Malaysia in 2007, he was the Head of Operations inJakarta for 5 years for an organization providing outsourced services for 12 Insurance Companies. He also had actively driving organization change to meet customers’ expectations and has a strong ability to analyse and understand delivery challenges as well as to propose improvement initiatives. He started off in Allianz General Insurance Company as the Head of Customer Service and now is entrusted with the role of Head of Central Operations for both Allianz Life and Allianz General since January 2010. Additional to this, he is an OPEX or Six Sigma practitioner where he is ensuring all team members understand and support the business objectives by actively communicating their plans, challenges and achievements.He is also a strong believer of transparency and traceability.
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Munirah has a total of 20 years working experience throughout Asia & US with experiences in the areas of Customer Relationship Management (CRM) and Customer Service Management (CSM), Her exposure includes both local and foreign assignments, having worked in varied industries in Banking – Retail/Corporate, Credit Card, and Multi-Lingual Contact Centers. Other industries that she has worked with includes insurance, telecommunication and leisure vacation & hospitality. She had helped many companies in achieving good business results by using an integrated approach in the areas of Voice of Customers, Voice of Processes and Voice of Employees. Previously, she was the Senior VP – Business Consulting Business Services & Chief Human Performance Strategist of one of the largest BPO Company is Malaysia.
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Adelina Iskandar, Head of Corporate Affairs, Tenaga Nasional Berhad (Largest Electricity Utility Company in Malaysia)
As the Vice President of Corporate Affairs of Tenaga Nasional Berhad, Adelina covers all aspects of Corporate Communications, Regulatory Relations and Management, CSR and also the Yayasan Tenaga Foundation. She also handles the public awareness for customer services. Prior to joining Tenaga Nasional Berhad, Adelina was the General Manager of Customer Service Division (PUSPEL) in SYABAS where she was responsible for setting up one-stop counter service at SYABAS for all its 10 district offices and involved in managing paradigm shift for customer centricity in SYABAS. She also had managed to collect database of almost 1 million SYABAS customers to be included in SMS notices for water disruptions.
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Halimah Abdullah, Senior General Manager Customer Service, Maxis Communications Berhad
Currently, as the Senior General Manager of Customer Service in Maxis Communications Berhad. Halimah oversees 5 areas: Customer Operations, Credit Operations, Telesales, Customer Experience Management and Learning & Development. Apart from that, she also manages high profile, cross functional projects that have high impact to customer experience within the organization. She has been in the customer service industry for 10 years covering areas such as managing regional contact centre operations, customer service strategy and planning, quality assurance and training in IBM Malaysia and DiGi Telecommunications. Halimah has been involved in CCAM as one of its Annual Contact Centre Awards judges for 3 years and has herself led teams to win Gold awards in previous years for contact centre operations and CRM implementations. Halimah is also a COPC Registered Coordinator, CIAC certified professional and a recognized speaker in local and regional customer service conferences.
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Raja Muralitharan A/L N. Rajagopal, Head of Central Operations, Allianz General Insurance
Murali has a wealth experience of 25 years in service industry. Prior to join Allianz General Insurance Company, Malaysia in 2007, he was the Head of Operations inJakarta for 5 years for an organization providing outsourced services for 12 Insurance Companies. He also had actively driving organization change to meet customers’ expectations and has a strong ability to analyse and understand delivery challenges as well as to propose improvement initiatives. He started off in Allianz General Insurance Company as the Head of Customer Service and now is entrusted with the role of Head of Central Operations for both Allianz Life and Allianz General since January 2010. Additional to this, he is an OPEX or Six Sigma practitioner where he is ensuring all team members understand and support the business objectives by actively communicating their plans, challenges and achievements.He is also a strong believer of transparency and traceability.
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Simon Faure-Field, CEO, Equal Strategy
Simon is the originator of Equal Strategy’s
blueprinted service model, which deploys cutting
edge, Internet-based technology to deliver bothmusic, telephone and also “fragrance” solutions to hospitality, retail
and business premises. He has worked alongside with such brands as Marina Bay Sands, New Balance, Pan Pacific Hotel Group, IHG, UOB, Resort World Singapore, Hyatt, Citibank, Standard Chartered Bank, Microsoft, DHL, Starwood Hotels & Resorts, OCBC, Changi Airport, and Courts. Simon is a board member of the Scent Marketing Institute, and On Hold Messaging Association, both located in the United States. He is also an active member of the Contact Centre Associations in both Singapore and Malaysia. Simon is developing a global perspective of Superb Customer Experiences to introduce new ideas, concepts and best practices from around the world to Asia.________________________________________________________________________
Laura Evans, Product Head, Junior Loyalty, Strategy, Innovation and Customer Experience, AirAsia
Laura has an extensive knowledge and experience in servicing industry for over than 6 years. Back in United Kingdom, she was the General Manager for Sound & Vision Ltd. managing the Production and Repro and Design departments which liaising between sales, accounts and the management. Prior to join AirAsia, she was the Event Planner for Eve Management, where she is required to have a high level of personal presentation, interpersonal skills and confidence. She was recruited by Tony Fernandes to build children’s loyalty scheme from scratch to support Ancillary Income to AirAsia. They are aiming to engender loyalty from the customer base and build brand with future customers. Currently, her role covers the company analysis, operational requirements, building marketing strategy, planning and securing budgets, budget responsibility, MI reporting and target setting, sourcing, website management, event management, media and creative agency management.
Laura has an extensive knowledge and experience in servicing industry for over than 6 years. Back in United Kingdom, she was the General Manager for Sound & Vision Ltd. managing the Production and Repro and Design departments which liaising between sales, accounts and the management. Prior to join AirAsia, she was the Event Planner for Eve Management, where she is required to have a high level of personal presentation, interpersonal skills and confidence. She was recruited by Tony Fernandes to build children’s loyalty scheme from scratch to support Ancillary Income to AirAsia. They are aiming to engender loyalty from the customer base and build brand with future customers. Currently, her role covers the company analysis, operational requirements, building marketing strategy, planning and securing budgets, budget responsibility, MI reporting and target setting, sourcing, website management, event management, media and creative agency management.
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Yong Kok Mun, SVP Branch Banking Service & Process Management, Alliance Bank (Confirming)
Profile to be advise.
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Haji Ahmad Nasiruddin Harun, General Manager, KPJ Healthcare
Throughout his infant days as an accountant in the Healthcare Industry since 1995 Ahmad Nasirruddin Harun used up most of his working days crunching and focusing on his Organization financial information. With the inception of Balance Score Card in the late 1990's he has widened his strategic focused on achieving his organization Vision by aligning its Vision, Mission and Core values through a number of creative initiative’s particularly in his Customers, learning and Growth perspective. With its Organization Vision strategized to achieve “The Preferred Healthcare Provider” status, he has venture into bringing excellent initiative’s from Non-Healthcare industries into his hospitals deliverables. Strategically in a highly people intense service Organization he has moved away from having a transactional leadership traits alone, a combination of his transformational leadership has transformed his hospital challenging care of delivery service culture to a new experience with time. Healthy working environment, high number of outpatients and often full beds occupancy of his hospital today is a testimony of the deliverables that delights his customers and thus inspire him to go the extra mile.
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Norlailee Abedol Ghani, Head of Customer Care, Pos Malaysia (National Postal Company of Malaysia)
Acting as the Head of Customer Care of Pos Malaysia, Norlailee has more than 20 years experience in customer service programs and action plans, customer complaints handling & resolutions, data collection and analysis, and branch service standards & waiting time performance. In Pos Malaysia, she had spearheaded the setting up of the new department structure under FOCUS transformation program and in-charge of 3 main units i.e., Call Center, Escalation & Resolution Unit & Customer Experience & Governance. She also has been trusted to lead the “Operation Room” activities during the Petrol Rebate exercise from 14 – 30 June 2008 in handling queries and complaints from branches and public, trainings to State Retails Managers, State Trainers and HQ representatives, preparation of FAQ, Communication Activities and meetings with relevant authorities. She also improved abandoned calls from 60% to less than 2% in Pos Malaysia. Her mission is to empower individuals and businesses achieve sustainable success. Her favourite motto “ Work On Solutions Not Problems”
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Raja Mazhar Mohar, Senior Manager CRM & Customer Services, Petronas Dagangan
Starting off his career in 1987, Raja Mazhar has a great knowledge and experiences of almost 25 years in marketing, branding and customer service industry. Prior to join Petronas Dagangan, he was in Cape Town, South Africa for 5 years running the evaluation for Economic Valuation Assessment of the Sales & Marketing Business. As the Senior Manager of CRM & Customer Service Department, he is responsible for the development and facilitates the implementation of a Customer Experience blueprint. He had conducted an internal CE workshop with the respective businesses and developed the business case for CE as well as a high-level CE roadmap. He is also responsible for the setting up of a CRM section and development of a CRM framework and roadmap as well as the implementation of CRM. Apart from that, he is in charge of Order Fulfilment process and ensures it to continually deliver as per the customers’ expectations and enhancement using new channels for ordering. He also is responsible for the Enquiries and Feedback management process with regards to all segments of the overall business.
