Our Team

CCSI’s team is made up of individuals all with hands-on proven experience of the contact centre industry around the world including India, Japan, Hong Kong, Singapore, Australia Thailand, Malaysia, China, The Philippines, Europe, and The States.

CCSI believe that the detailed knowledge gained and lessons learned through this experience are essential to providing the practical and realistic solutions for clients that are the basis of our success. CCSI’s philosophy on the ground is to take those lessons learned globally and localise them with a local team to help the knowledge transfer and seamless transition to the local client.

Here is a selection of some of the key players that would be involved in your project

Claudia Schlesinger

Claudia is a dedicated Contact Centre professional who has over 15 years experience in the industry. She found her niche in HRM and Training Development having worked her way through operations and implementation roles. She has worked across a large number of vertical industry sectors - From finance to insurance, hospitality to consumer products, telecommunications- both mobile & fixed line, technology and government. One of her biggest implementation was a methodology of ‘one face to the customer’ across 12 sites in four continents for a large blue chip client.

Claudia has worked in the Europe, the States and many countries in Asia Pacific implementing Call Centre Operations set up, HR strategy and training for various blue chip clients. She understands that with the many cultural differences within Asia the main synergy is communication. One of the most important things she achieved was the transfer of knowledge and skills so that the local workforce understood how to bring value to the industry. Coupled with processes and technology, Claudia firmly believes that people can drive the development of the Industry. She is an advocate of structured training and heightening the profile of the industry and has worked tirelessly with the London Chamber of Commerce and Industry (LCCI) in the UK to produce the first globally accredited suite of training programmes for the industry.

Claudia has a BA degree and is a member of the Chartered Institute of Personnel Development. Claudia is a Master Coach with the Coaching Resource Centre and also an executive board member, and Chair for the Industry Awards for the Call Centre Association of Hong Kong and a global advisor for GreaterChinaCRM Portal.

Frank Courtney-Jay

Frank is the Managing Director BPO at CCS International and leads the BPO consulting and delivery teams for all business process outsourcing services.

The consulting team works with both clients and technology vendors to optimize the use of technology within the BPO or SSC to maximize operational efficiency and improve profitability. Projects will include implementing strategies for both voice (both inbound and outbound) as well as non-voice services (such as electronic document capture and processing).

Prior to joining CCSI, Frank was a Management Consultant, responsible for managing large BPO contracts especially in Finance & Accounting Outsourcing as well as New Customer Acquisition and Customer Service strategies. Frank has 12 years of consulting experience working with Fortune 500 companies such as Telstra, HSBC, Citibank, AMP and? as well as with Government departments in Singapore, Malaysia, Australia and Indonesia . He has experience with setting and delivering strategy for process redesign, shared services design and implementation, business process outsourcing, change management and organizational design, and performance measurement and management. Frank has managed projects in a variety of industries, including retail, financial services, credit card processing, and insurance. He has a proven international track record, having managed operations and projects in the Australia, Europe and Asia.

Adrian Osbourn

Adrian is an independent people development consultant who began his career in the UK and has over 22 years of international corporate experience. He has developed his skills across a number of industry sectors including leisure and tourism, education, food retailing, media and on-line travel.

Adrian began his professional career in the travel industry holding a variety of operational management roles before moving into the Human
Resources profession where he specialises in leadership and team development, career management, performance and personal coaching. In his career Adrian has trained, coached and developed managers and executives in many leadership and management disciplines. He also holds a Certificate in Further and Adult Education and has taught on a number of leisure and tourism programmes up to degree level.

Adrian is also an experienced one to one coach, holding a diploma in Performance Coaching from Newcastle College (UK) and has worked with
managers, directors and executives both in commercial and 'not for profit' settings across many different countries and cultures including France, Germany, Italy,? Spain and the USA. He is a fully accredited practitioner in the use of Myers Briggs, The Strong Career Interests inventory, Strength Deployment Inventory and other psychometric tools.

Additionally, Adrian is a qualified Neuro Linguistic Programming (NLP) Practitioner and a Member of the Chartered Institute of Personnel and
Development, contributing to discussions and research into people development agendas.

John Clarke

John is an experienced and highly regarded management consultant, specialising in executive coaching, performance consulting, organisational alignment, sales leadership & coaching, sales & service behaviour modelling and training processes. This has primarily been in the global financial services sector spanning over 22 years.

He has provided guidance from executive level all the way through to front line experience, helping to clarify organisational objectives, design & deliver a customer experience which will attain them and create, deliver & embed the necessary working practices, skills & behaviours in staff at all levels to produce the sustainable increase in productivity required.

John has developed many of his own models as part of Line of Sight Management Consultancy to allow him to develop cost-effective, tailored solutions for clients, ranging from strategic organisational alignment, through executive coaching and right down to sales & service training development / delivery. All his consulting activities are designed around a highly ethical, customer-centric approach, specifically to create enhanced long term customer relationships and increased sustainable profitability.

Amita Krishna

Amita is a Senior Executive with over 22 years successful management experience in business management consultancy and marketing communications for leading customer-focused organisations. Specialising in the field of Customer Relationship Management, a hands-on problem solver with a high rate of achievement and an appetite for new challenges, her consultancy roles have spanned UK, Europe, S. Africa, Asia, Australia and in the Middle East; Dubai, Abu Dhabi and Bahrain, both across Business and IT.

A strong advocate for managing the customer experience effectively, Amita is frequently called to advise companies on how to align their customer management with their business strategy in today's dynamic world.

As offshoring and outsourcing becomes a reality for many organisations, Amita has spent 'time on the ground' in many countries to work with organisations to address the reality of cultural challenges. Her local knowledge and understanding of 'Western' customer expectations is of undeniable value in protecting company Brands.

A hands-on problem solver with a high rate of achievement and an appetite for new challenges, her consultancy roles have spanned Europe and Asia and include:? Strategy formulation, Communications management, PR, CRM, Evaluating business models - insource vs outsource, Programme Management, business transformation, business analysis, scoping, design, implementation, delivery; Marketing and communications management and? review of projects for corporate clients and smaller companies undergoing expansion in various industries including:? Banking/Finance, Telecommunications, Media, Hi-tech, Oil and Gas and Airlines.

Self-motivated with excellent communication skills at all levels, she is renowned for her ability to think strategically, and outside the box to design innovative, yet workable solutions to 'make it happen'.

Amita's multi-cultural upbringing, and adventurous nature, has enabled her to deliver projects successfully and achieve an ROI for clients. She is known to have delivered new business revenue streams together with a full review and re-modelling of existing business practices by using her understanding of technology, to ensure that the business needs are met.

A computer science graduate from England, Amita holds an Australian MBA, Diploma in Marketing (Chartered Institute of Marketing), Certified Master Practitioner of NLP, Time Line Therapy and Practitioner of Hypnotherapy and is currently undertaking a Doctorate.

Bill Brooks

Bill Brooks is a highly experienced and recognised Operations Specialist, Leader & Change-Agent with highly developed commercial skills that have been gained from working on ‘all sides of the table’ (ie. customer, end-user, vendor and consultant), encompassing some 20 years with Fortune 500 public and privately held companies in the Financial Services, Telecommunications, FMCG & Management Consulting industries. His personal drive and results focus has enabled success in conducting business across a broad range of geographies spanning the Asia-Pacific region including Japan, UK, Europe and the Middle East.

In July 2001 the Smithsonian Computerworld Academic Council confirmed his induction into their Council, as a Laureate Award winner at its Annual Awards Ceremony in Washington for the work in the area of Distribution/Customer Contact Operations carried out at Suncorp Metway.
Through his cross-cultural and global experiences, as well as a commitment to keeping across emerging technologies, workforce optimisation and contemporary customer contact & management practices, Bill can offer organisations innovative approaches to achieving predictable, sustainable, operational excellence.

The four pillars of operational excellence are strategy, people, process & technology and Bill is able to ‘go deep in each individual pillar eg. People (Recruitment, Training – induction & on-going, C&B, Performance Management, IR, ER), Technology (voice & data etc) or deliver them collectively across multiple vertical markets eg. Banking, Insurance, Telco, Utilities etc., where a common thread is customer acquisition, customer retention, growth, loyalty ie. CVM & CEM.

Given the tough economic environment that organisations are currently operating in, Bill believes far greater efficiencies need to be gained ie. ‘doing more with what they have’. This is his strong suit in terms of driving efficiency to deliver sustainable operational excellence.

At the end of the day, technology is just an enabler; it is an organisation’s people that make things happen. The combination of Bill’s experience in the corporate sector, with his coaching experience at all levels provides Bill with the proven ability to get both individuals and teams to perform to their potential.

John Chiu

John is the founder and Managing Director of AT Group Ltd., a major ERP / CRM Solutions and Intelligent Mobile Business Services provider within Greater China. He is also the Chairman of Hong Kong Wireless Technology Industry Association Ltd (WTIA).

With more than 20 years experience in developing business solution for corporate, John Chiu has proposed and implemented a considerable number of integrated business solutions with myriad configurations for clients with different management inStrength Deployment Inventory and other psychometric tools.

Additionally, Adrian is a qualified Neuro Linguistic Programming (NLP) Practitioner and a Member of the Chartered Institute of Personnel and
Development, contributing to discussions and research into people development agendas.

Fannie Mak

Fannie has extensive experience in managing operations and people. She has worked in a number of industries where she has had up to 50 sales staff reporting to her. Most recently, she has worked with another training consultancy firm where she was responsible for coordinating training events, translating and compiling training materials and working closely with customers to ensure that their training event would be a success.

Fannie's strengths lie in her ability to communicate well at all levels of the corporate ladder and in getting things done effectively through people. She is proactive and responsible and determined to complete everything she starts off within the time frame.

Associates

Lynda Janas

Lynda has been in the Call Centre and customer service arena for over 16 years and has been a CRM Consultant for the past 10 years. Lynda has extensive experience in the deployment of CRM from the strategic direction through to the planning and implementation of individually designed programmes. Change Management, Training & Coaching, Call Centre and Customer Service.

She has assisted major blue chip companies in industry sectors as diverse as Telecomm, Travel, IT Hardware and Software through to Retail. She has worked throughout Europe and America and has been in Asia for just over 5 years.

Lynda was the founding Chairman of the Call Centre Association for Hong Kong and speaks extensively throughout Asia on the strategic implications and implementation of CRM.

Byron Fernandez

Bryon works for SRG AP which is a leading Malaysian outsourced contact centre and was initially responsible for servicing a Pay-TV Outsourced contact centre in both inbound and outbound areas. Prior to joining the company, he was a Call Centre Manager with a leading Malaysian outsourcer, which operated an outbound telemarketing centre. He now oversees the entire operation of SRG AP's contact centre.

Byron has an MBA and is pursuing CIAC certification in operations management. He has led SRG AP to receive major industry awards, including the CCAM Gold Award for Best Call Centre over 50 seats (two years running), and most recently the Gold Award for Best Call Centre Over 50 Seats at the 2005 Regional Call Centre Awards. He was presented with the Gold Award for best Call Centre Manager at the Malaysian Call Centre Awards for 2004.

Rob O'Malley

Robert O'Malley has 11 years experience in the outsourced call centre industry in Europe, Asia and The United States. He is considered to be one of the world's leading experts in business process outsourcing. Robert started his career with Merit Direct (now SITEL UK ) before moving on to senior management positions at Teleperformance and Ink fish. Prior to Asian Call Centres, Robert worked on some prestigious consu (now SITEL UK ) before moving on to senior management positions at Teleperformance and Ink fish. Prior to Asian Call Centres, Robert worked on some prestigious consulting projects in the offshore outsourcing industry before forming Asian Call Centres. Robert has designed, set up and led countless successful projects for companies such as Cable & Wireless, Yellow Pages, Cendant, Oracle, Euro tunnel and Alliance and Leicester, to name but a few.

Debbie Hogarth

Debbie has 15 years experience as a marketeer and consultant in the Contact Centre industry, having worked both in Europe and Asia Pacific.

She has worked with leading Call Centre brands, helping them to build their business and profile in both continents. During her career she has developed and launched award winning telemarketing strategies for business and consumer organisations helping them to increase sales and improve customer service.

She has a Masters degree in Marketing.

Associate Trainers

Andrew Sidwell

Andrew is an experienced training and development consultant with a number of years of experience in a broad range of business environments, including Contact Centres, retail and business-to-business markets. In his work in the Contact Centres industry, Andrew used his strong background in customer service to work closely with operations teams to design call flows and scripts; and to define call monitoring and coaching processes to improve customers' experiences as well as operation efficiency.

Andrew's strength lies in providing practical, down-to-earth training for Contact Centre staff both in training development and as a trainer. He is an intuitive, friendly trainer with a dynamic style.

Raju Sajnani

Over the past 10 years, Raju designs, develops and delivers customised training solutions for the enhancement of skills in the area of customer service, sales and sales management, marketing, supervisory, management and personal skill development. He delivers quality solutions and is a friendly approachable trainer who has a high degree of interaction with his participants and creates a fun atmosphere in the classroom which makes for a better learning environment.

Raju was educated partly in Hong Kong and went back to India to obtain his Indian School Certificate. He then went on to obtain a degree in hotel management to pursue a career in the Hospitality Industry.

Lawrence Liu