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Vijay s

Member Profile

Sheela Tanggaraju (19 Yrs in the industry)
Assistant General Manager
Vads Berhad
     (Verified Admin.)249 Connections



About Me, My Hobbies & Interests!

I have been in contact centre industry for the past 19 years. My core competence is in the contact centre operations vertical, where I have worked as well as managed various Enterprise and Government (E&G)accounts in Malaysia. From a call centre agent to Assistant General Manager of Operations & Operations Support ( managing Inbound & Outbound), has enabled me to obtain and utilize various industry best practices. Various BPO industry certifications such as COPC,ITIL, 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 E&G clients in the organization. I am also keeping myself equipped and engaged with the evolution of Contact Center which is from traditional to Digital channels. The recent pandemic had also played a vital role in a way to force us to change the way we work, where Contact center was always seen as a role to be working from office and now working is home is the new norm. The added value for this industry every activity is being tracked and the data speaks by its own. The evolution of this industry had also made me to work on new business model instead of following the old school approach of FTE/ Headcount. It is all about Customer Success Journey which is having positive memory to BPO player, client and end users.

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




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