Fact File:

Committee Member of Outsourcing Malaysia

President - Chief Executive Officer, Brandt International

An MBA-HRM graduate from University of Wales, UK, and a member of Who’s Who International of Professionals and Life Member of International Business Leaders. She has a total of 20 years working experience. An experienced personnel in the areas of Business Transformation; Customer Relationship Management (CRM), Customer Experience Management (CEM); Human Performance Management, Strategic Management, Business Process Redesign, Sales & Marketing and Project Management. Her exposure includes both local and foreign assignments, having worked in varied industries with 15 years experience in Banking – Retail/Corporate, Credit Card, and Multi-Lingual Contact Centers. Other industries that she has worked and consulted with include insurance, telecommunication and leisure vacation & hospitality.

She has worked extensively throughout Asia, assisting clients to achieve a strategic focus towards being a customer centric organization. Her international exposure in driving Business Transformation initiatives using an integrated approach in the areas of Voice of Customers, Voice of Processes and Voice of Employees, has helped Companies in achieving high customer; employee satisfaction and loyalty index and overall business results. In the course of these assignments she has led teams of cross-functional experts to develop business transformation and customer-orientated improvement strategies including leadership development and human performance interventions to support business transformation and CRM initiatives.

She is an experienced Facilitator, Human Performance Strategist and Organization Development & Change Management practitioner & Change Agent for the past 20 years having conducted numerous change management programs and undertaken various HRM and Organization Design consulting assignments, both locally and overseas i.e. AP Region/Australia/USA/India/Europe.

Previously, she was the Senior VP – Business Consulting Business Services & Chief Human Performance Strategist of one of the largest BPO Company is Malaysia with responsibilities in the areas of training and consulting businesses. She is currently the CEO of Brandt International Sdn Bhd, Brandt Consulting Pte Ltd and Brandt International Inc. These companies are in business transformation consulting and outsourcing areas, specializing in the areas of CRM, Contact Center Management, Total Quality Management & Change Management.

She is a sought after Speaker regionally, having spoken in numerous CRM and Contact Center Global Conferences in US and APAC region. She has been interviewed, featured and wrote various articles in major Business newspapers and magazines. She was the elected President of CRM/CCAM (CRM & Contact Centre Association of Malaysia) and elected EXCO member of IMM (Institute of Marketing Malaysia) in 2005/06.

To connect with Munirah, please contact us.