Renuka Shanmugam is currently working as a Senior Manager for Business Process Improvement (Six Sigma) in Convergys Malaysia Sdn Bhd. Renuka has 23 years working experience with multinational organizations in various capacities such as customer service, capacity planning, Operations, strategic planning, Business Improvement, risk assessment and project management. Renuka had worked with Datacom, Dell Asia Pacific, HSBC Bank, RHB Bank and have gained exposure dealing with customers and clients from diversified background and culture namely UK, US, India, Australia, New Zealand, Japan, Korea, China and Philippines. Renuka started her career in Convergys as a Regional Project Manager in 2006. In her capacity as a Regional Project Manager, Renuka had led and managed multiple contact centre projects for business partners/clients across Asia Pacific, internal transitions from Sydney to Kuala Lumpur and Kuala Lumpur to Manila. Some of the successful implementations are the set-up of Datacom Contact Centre site in Manila, established a 30 seat new call centre set up for Microsoft South East Asia supporting Philippines, Vietnam, Thailand, Indonesia, Malaysia and Singapore and also launching of contact centre for Logitech, providing support for China, Taiwan, Singapore, Hong Kong, Thailand, Australia and New Zealand. Renuka is Six Sigma Black Belt certified and has been involved in numerous Business Improvement projects and initiatives within Convergys and Dell. Renuka had successfully set up the Six Sigma team and achieved significant business improvements and cost savings across 4 sites – Kuala Lumpur, Manila, Japan and Sydney, while simultaneously embedding the Six Sigma culture in Convergys. Through the years working in the contact centre industry, Renuka has had the exposure and opportunity to learn and apply COPC and TRIZ (Innovation) apart from Six Sigma.