Ken is the Co-Founder of ATCEN. He is also a CX Architect, Certified Professional Speaker, and Certified NLP Practitioner and coach with 3 decades of experience in the CX and Contact Center industry. He holds a BSc in Marketing and Organizational Communication and is dynamic in strategic and operational solutions in sales, service, and customer interaction management across Asia.
As an influential speaker and strategic consultant, Ken has been pivotal in shaping the Asian service, sales, marketing, and customer contact management landscape. As an esteemed judge nominated by the Customer Relationship Management & Contact Center Association of Malaysia (CRM & CCAM), he has contributed to the industry since 2005.
Ken's expertise has benefited MNCs, LLCs, and GLCs, where he focuses on mission-critical aspects of Enterprise CX framework and blueprint design, Contact Center scalability, and business process rejuvenation. His career, which began with pioneering roles in America in the mid-80s, spans leadership positions in service, sales, and marketing, including Head of Technical Support for Nokia Care Line in APAC.
Ken's diverse experience includes being the visionary owner of Malaysia's first premier cyber cafe chain and holding key positions with major organizations such as Microsoft Malaysia and the Kirby Company, USA.
Puteri Suraya Megat Harun
She is a customer service and contact centre industry veteran with over 25 years of experience. She is a Consultant with a proven track record of successful projects, such as facilitating vendor selection processes and developing blueprints for Contact Center transformation.
She has also served as a Marketing Executive, Business Development Manager, Contact Center Solution Consultant, and Contact Center Operations Manager throughout her career. Her vast experience has allowed her to develop processes, recruit talent, and implement contact centre technologies.
Puteri has an MBA in Business Administration and a BSc in Biology from Southern Illinois University in Edwardsville, Illinois, USA. Her professional development includes Motorola University – Six Sigma Champion, DDI – Targeted Selection Techniques and Performance Review (StaR). Her certifications include Change Management Practitioner, COPC Certified Implementations Leader, COPC Certified Manager and COPC Certified Service Journey Thinking.
Najib Abdul Wahab
He is a seasoned professional with over 19 years of experience in the contact centre industry. With a wide range of expertise in contact centre management, Najib has been involved in frontline customer management, backend supporting roles, operations performance improvement, reporting and workforce functions, process enhancement, system and technology flow and design, and customer service interactions. His extensive experience allows him to understand the critical requirements to operate, manage, and maintain efficient and high-performing Contact Center Operations.
Najib led his operations team in earning the Silver Award for Malaysia's Best Contact Centre Champion for more than 100 seats, an annual national award program organized by the Contact Centre Association of Malaysia. Retired in 2019 from full-time work, Najib now focuses on freelance consulting and is involved in the Contact Center Association of Malaysia as a judge for the annual CCAM awards. In his free time, Najib is an avid chess Arbiter and Organizer and serves as Honorary Secretary of the Malaysian Chess Federation. With his wealth of experience and expertise, Najib brings immense value to any organization.
Edna Pereira
She is a highly experienced professional with 30 years experience in the contact centre/service industry. She possesses in-depth knowledge of managing in-house and outsourced contact centres, sourcing and recruitment, employee engagement and people development, training for new hire and existing agents, resource optimization, planning and budget management, and facility management.
Edna has a track record of transforming inbound contact centres to revenue-generating centres, implementing short-term initiatives to improve quality of service, productivity, and efficiency, as well as developing e-learning modules, improving recruitment quality, achieving high employee engagement scores, cost savings on employment agency, resource optimization, and cost reduction.
Edna is a strong leader with excellent communication skills and the ability to constantly adapt and forward plans for the client as circumstances change. Her advisory solutions are well-thought-out, providing detailed implementation to achieve Clients' objectives.
Chevonne Hassan
She is an experienced and highly regarded Leadership and Life Coach, Facilitator, Speaker, and Mental Health Advocate. With over 20 years of experience in the Business Process Outsourcing and Outsourcing industry and over 5,000 combined hours of coaching and facilitation experience, she specializes in helping leadership teams in global contact centres and multinational organizations achieve sustainable outcomes. She has worked with clients from various regions and has extensive cultural awareness, having collaborated with stakeholders and clients from APAC, UK, EMEA, and USA.
Chevonne focuses on the importance of employee wellness and mental health. She believes a healthy and happy workforce is critical to achieving optimal performance and delivering the best possible service to clients. She has implemented employee wellbeing initiatives such as offering mental health resources, regular wellness check-ins, flexible working arrangements, promoting a culture of open communication and creating safe spaces for employees to speak up. She believes that by prioritizing employee wellness and mental health, we are supporting our staff and enhancing our business's overall success.
Nordalina 'Dee' Daut
She is a seasoned expert in contact centre operations and customer experience. Holding an MBA in Business from the University of West Scotland, Dee boasts over two decades of experience shaping and managing contact centre operations, focusing on customer satisfaction and loyalty. As a thought leader, Dee has been recognized as a Top Voice in Asia for Job Searches and Careers in 2023 by LinkedIn.
As Head of Customer Strategy at AirAsia, Dee led transformative initiatives, the implementation of generative AI, achieving cost savings of more than USD 1 million. With a keen eye on CX, Dee managed a comprehensive CX transformational program, significantly increasing the engagement index score.
Dee brings extensive experience from roles at PayPal, DHL, Etiqa Insurance Berhad, HSBC Data Electronic Processing, and MNI Online Insurance. Her expertise extends beyond managing daily operations, including workforce capacity planning, process improvements, and fostering a customer-centric culture.
Passionate about digitalization in CX, Dee is an AI adoption and chatbot strategizer, contributing significantly to the digital customer journey for sales and service. Her leadership and innovation align seamlessly with ESG initiatives, creating an excellent customer value proposition.
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