50 + years of experience
Co-founder & Principal Consultant
In a career of more than 2 decades with leading MNCs, BPO's and a Fintech in start-up, M&A and turnaround environments, he has built profitable businesses by increasing operations agility, transforming process and service delivery efficiency, improving team competencies, and developing and launching new products.
With focus on customer needs, he led expansion plans across developed & emerging markets such as Japan, Australia, New Zealand, Malaysia, Singapore, Qatar, Thailand & Vietnam, scaled up the retail customer base, and closed key deals with corporate customers.
Client Project Manager
Hanh has been working for more than 8 years in Operation and Customer Care Management of Insurance, E-commerce and the Fintech industry. She contributes with her strong expertise in customer insight, service operation management and quality control.
Her experience enables her to increase work performance, excel customer experience and achieve fast results for companies.
Thuy has an unique blend of Auditing, Finance and an absolute passion for improving the Customer Experience to deliver an improved bottom line to the Company”.
She worked for Deloitte and Viettel in audit roles, before taking responsibility for customer experience in Jaguar and Easy Credit to drive business improvements and be an in-house consultant to all customer facing units.
Carsten is a seasoned Project, OKR & Experience Management Consultant and the founder of Asia PMO. He lead successfully program and projects for Lazada, Citibank, Deloitte , Rolls-Royce, VW and Home Credit regarding business transformations, customer experience, operations roll-outs, sales and employee performance.
He is further an E-commerce Specialist with previous roles as VP CX/CS for Lazada and various client projects in FMCG & Fashion in South East Asia and was recognised as 2020 Global Customer Experience (CX) Thought Leader.
Thao is experienced in setting up , conducting and analyzing customer research to investigate underlying real reasons and root causes for customer feedback and behavior in E-commerce and branches. She is leading Asia PMO's research for customer and employees by interviews, ratings, surveys, focus groups etc.
Furthermore she provides quality assessments of service environments to improve the service level and performances for all omnichannel activities.
Digital Marketing Consultant
Joel Zorrilla specializes in everything that is digital marketing & tools, including web design, social media management and content marketing. He provides digital marketing solutions for individuals, startups and companies to leverage their digital presence. He also does social media audits for businesses that have already set up their social media presence.