Heading a new team where members will consist of Project Managers and Business Consultants.

Project Manager, implementing full suite of Verint WFO including Speech Analytics, AQM, WFM etc.CX Consultant, mapping of B2C/B2B Customer journeysDigital CX Consultant, defining new roadmaps for companies

- Activeo, has been providing best-in-class Customer Experience Expertise and Collaboration Solutions for over 20 years. - Activeo helps multinational and local companies to improve the efficiency of their Customer Service through Business Consulting, System Integration and Software Development. - Activeo delivers Support & Managed Services on a 24/7 basis. Our clients usually comes to us with Technology first and Strategy second. Admittedly not all of our clients but most of them do because of their company's SOP and really, in the business world, most folks just does it this way even if they would like to do it otherwise.This is where the consulting team comes into play - we've heard too many stories where the technical team does not understand what the client asked for before and during the implementation. The fact is the technical folks are not to be blamed as they are technical after-all. Ensuring that the implementation is aligned is really dependent on folks who understand the needs of alignment to the company's goals. There are a lot of thoughts to be made, questions to be asked before you implement the technology as it affects the business, its people, its processes and its customers. The consulting team come in with the client's objectives in mind first and technology second - how to make it work hand in hand despite the technical limitations, restrictions, rules, regulations - that is what we are here for.In Activeo, this is primarily what I aspire to do - to close these gaps during such business & technology implementation. My secondary objective will be to assist companies to resolve / identify problems or gaps that they may have to go to the level they would wish to be at and this does not have to link to any technology. No company have the same problems!

Honorary Secretary (Since April 2010)• Lead and manage resources for the Secretariat team of permanent staff, who handle Association membership drives, events, awards, symposiums, sponsorships, marketing, and more• Managed the revamp of the new CCAS website, launched in May 2014• Plan the annual Awards Dinner for at least 600 guests• Facilitate various CCAS events and symposiums

Senior Consultant (2012, contract); Country Director / Partner (2010 – 2011); Director, Client Services (2007 – 2011); Regional Client Services Manager (2004 – 2006); Client Services Manager (2003 – 2004)• Reported directly to the CEO, as a registered Director and Partner• Oversaw entire operations of the Singapore office, including sales and proposals, finance, legal, recruiting and hiring, training, IT systems, website, office relocation, and operational issues
• Involved in the set-up of offices in Malaysia, Indonesia, and India
• Responsible for managing external partner/vendor relationships worldwide, including CIAC Industry Advisory Council (CIAC), International Customer Management Institute (ICMI) etc.
• Built a network of more than 30 countries for Global Mystery Shopper programmes worldwide• Launched the first Global Service Index (GSI) Mystery Shopper Benchmark for the Contact Centre in 8 major cities around the world • A key consultant in analysing and providing insights and recommendations for CSAT and Mystery Shopper Clients • Workshop speaker for various clients including SIM, HSBC, STARHUB, CIMB etc.• 
Presenter and Sponsor for the Annual HRM Awards 2008• Workshop moderator at ICMI Call Center & Demo in Miami

Regional Account Manager (2002 – 2003) Client Services Manager (1997 – 2002)• Reported directly to Director, Consulting• Managed and set up Mystery Shopper programme for 8 countries across Asia Pacific • Managed teams of 20 staff for various projects, including product training, monitoring and coaching• Responsible for an over-100-seat Call Centre, ACD configuration and seating allocation across all projects