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Member Profile

Jerome Travis Martyn (23 Yrs in the industry)
Senior Manager - Client Advocacy Enterprise
VADS Berhad
235 Connections



About Me, My Hobbies & Interests!

I have been in the client servicing industry for the past 10 years. My specialization is in the BPO sector, where I have consulted clients across Asia and the SEAP region. My core competences are in BPO Pre Sales, Business Development/BPO Solutions and Client Account Management. Other competences include Project Management and Operations management of MNCs accounts. As of to date, I am the Senior Manager of the Client Advocacy Management (CAM) department at VADS Berhad (Fully own subsidiary of Telekom Malaysia) and my portfolio is to look in to client serving activities of MNC customers in the organization. The current role as a client service manager is not only to be the SPOC and to be a BPO consultant to existing MNC clients/Accounts, but the scope also includes being a subject matter expert (SME) to internal stakeholders of the organization and potential clients as well. Hence the my role covers BPO Solutions (Voice and Non voice solutions) & BPO Sales (Pre-Sales and , Negotiation skills, integrity selling skillset), Project management (Transition Management from Pre-sales to project management), SLA & Service Management (Contracts) and BPO operations skill set and knowledge that has been obtained in my ten career in the industry. Hence this multi role is incorporated and executed in one single role as a Client Account/Service Manager. Thus I believe, this has enabled me to redefine the client service methodology in my organization. The reason being, this particular portfolio and deliverables (KPIs) are not visible in this role when compared to leading BPO players in the SEAP and Asia Pacific region. Furthermore, the knowledge and best practices obtained and implemented to the current role have been obtained by serving SEAP (Malaysia and Singapore) countries and other Asian countries (Sri Lanka and India). Hence the end result is that, the experience, knowledge and lessons learned has enabled me to develop and establish a Client Account Management Blueprint/Strategy which is custom made for MNC clients. The key highlight of my journey is that I managed to implement the above depicted best practices to my current job scope.

Company Details

VADS Berhad (VADS) is a Malaysian Managed ICT Service provider. Having grown from a joint venture between IBM Global Network Services and Telekom Malaysia Berhad (TM) in 1991, today we are wholly owned subsidiary of TM; serving more than 500 medium to large businesses across industries.

Our main activities are Value Added Services, IT Services and Business Process Outsourcing. We bring together people, processes and technologies to enable more effective and dynamic use of information technology and communication. We empower businesses with value-based solutions and services by offering our expertise in what we do best that allows you to focus on what you do best - your core business.

Our Service Offerings:
1. Customer Experience Management
2. Revenue Generation and Protection
3. Knowledge Process Outsourcing
4. Learning and Talent Management
5. Business Suites / Facilities Management


About us - in 60 seconds!

Personal Awards

ContactCenterWorld - Top Ranking Performers Awards World Finals 2015: Ranked #1 for Client Services ...
(view more)

November 6, 2015 12:00 AM

ContactCenterWorld - Top Ranking Performers Awards APAC 2015: Ranked #1 for Client Services Manager ...
(view more)

May 29, 2015 12:00 AM
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Sam Zuccarello SingTel Optus
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