I have been in contact centre industry for the past 12 years. My core competence is in the contact centre operations vertical, where I have worked as well as managed various MNC accounts in Malaysia. From a call centre agent to a senior manager of operations, has enabled me to obtain and utilize various industry best practices. Various BPO industry certifications such as COPC, PMP and Diamond Leader Master Class has enabled me to deploy projects to global standards. Thus it has also enabled me to share my knowledge with my team that has inspired us to deliver stringent SLA& KPIs set by the MNC clients in the organization.