YBL was established to provide total human capital solutions at a reliable, cost effective and a more personalized service to our clients. With each management team member experience ranging from 16 to 36 years, YBL is inclined to partner organisations and strategically to elevate the talent acquisition to the next levels.

YETZEN CONSULTING was established in 2012 by two industry practioners who have more than 20 years of contact centre experience working for variousmultinational organisations. Indeed, these subject matter experts have hands on experience in the execution of business strategies and development of infrastructural enables which can add-value to any organisation.

The role is responsible for providing strategic direction, guidance and leadership to the formulation and performance of hubbed contact centre that is aligned to the overall Global Consumer Bank and Contact Centre strategy and deliverables.1. Provide medium to long-term strategy for the Contact Centre, including evaluation of existing policy and procedures 2. Set qualitative measures to demonstrate achievements / improvements across sales and service activity3. Take responsibility for customer service communication channels, ensuring quality is guaranteed across all telephony, online and letter / e-mail communications 4. To ensure that training / coaching is suited to purpose and focus towards achieving corporate objectives and enhancing employee productivity and engagement5. Ensure that the contact centre hub is well established and maintained for robust day-to-day operations.

• 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.• Developing Customer Service strategy that successfully balances costs, revenue generated and quality. This should be consistently applied across the various touch points.• Champion customers views and comments to ensure policy, practices and processes addressed customer centricity and achieve favourable customer perception. Be the champion for Customer Advocacy.• Leverage on Technology to engage customers and create strategic value to ensure seamless experience throughout the multi-channel touch points

• To strategise, develop and implement a contact centre for DiGi in line with the company’s strategic objectives• Responsible for the overall management and success of contact centre in providing a holistic approach to customer service, besides establishing the foundation and the thrust for DiGi to be a market leader in the provision of integrated customer service• 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• To materialise contact centre into becoming a successful internal outsource facility for the Group’s products and services, benchmarked against established global contact centre best practices.

• Project management; spearhead in setting up Maybank Group new state-of-art contact centre1. Consolidating 15 helpdesks within the Group into one single entity.2. Integrating 5 industries under one roof, namely banking, finance, insurance, unit trust and credit / charge card. First of its kind in this region.3. Routing of 450 branches' calls into the newly set-up contact centre.4. Besides voice, the platform also integrated with web, fax and e-mail system to make the convergent of voice and data a reality. • To motivate and drive the teams to deliver a best in class level of service to the customers, which contribute to the overall customer satisfaction and loyalty. • Responsible in designing and implementing the strategies, policies, planning and management control system for the group contact centre to achieve the highest level of productivity, operations effectiveness, and customer satisfaction. • Contribute to the financial success by managing costs and resources within an operational budget and recommending cost effective improvements where applicable.• Strategically lead the Sales and Marketing teams to achieve set business objectives and increase the profitability of the Group.• Responsible to drive, lead and cultivate a sales culture environment so that staff is internalised for their values to the customers and they are always automatically driven to achieve various targets and objectives.• Market Group Contact Centre (GCC) internally to ensure full seat utilisation and a belief in GCC as an integral and effective sales channel for the Group.