Our Management
The best people deliver the best results.
- Daniel Ord - CEO
- Rosaline Oh - Director, Client Services
- Albert Khoo - Director, Malaysia
- Sundaram Ramaswamy - Director, India
- Marcus von Kloeden - Director
- Lucy Soh - Training Consultant
- Michelle Fok - Senior Consultant
- Sarumathi - Manager, Client Services
- Steven Coyle - Senior Consultant for Debt Collections
- YY Kow - Public Program Manager
- Brad Cleveland - Senior Advisor, ICMI President (1996-2008)
- Dr. Fred Van Bennekom - Research Advisor
- Dr. Jennifer Jarman - Research Advisor
- Linda Harden - Publisher Contact Center Pipeline
Daniel Ord
CEO
Daniel is the CEO of OmniTouch International group.
An American citizen, Daniel brings over 25 years senior experience in Customer focused management, training and research.
Currently headquartered in OmniTouch's Singapore Centre for Service Excellence, Daniel is an ICMI Certified Associate, an authorized CIAC Certification Trainer, sits on the Board of Directors for the Asia-Pacific Mystery Shopper Providers Association, is a Member of the Advisory Board of Contact Center Pipeline (CCP), as well as a key and invited ICMI's Standards Committee for the development of global Frontline competencies and certification.
An acclaimed international speaker and facilitator, Daniel has engaged audiences at industry events and conferences ranging from Singapore, Hong Kong, China, India, the U.S., the Philippines, Malaysia, Sri Lanka, Turkey, Cyprus, Russia, Germany, Belgium and more. Wherever Daniel speaks, he is known to inspire change and convey complex concepts in a practical and engaging manner.
Settled in Asia since 1999, Daniel leads OmniTouch’s international team in delivering our promise to be your source for creating great Customer experiences, across industries and markets.
Prior to founding OmniTouch, Daniel was Regional Director, Training & Consulting for OgilvyOne in Asia, part of the global WPP Group.
In the U.S., Daniel was Vice President, Call Centre & Distribution Operations for a US$100m consortium of direct marketing companies acquired by Time Warner.
Rosaline Oh
Director, Client Services
Rosaline is the Director, Client Services for OmniTouch International.
A Singaporean citizen, Rosaline brings over hands-on experience in the Contact Centre and Customer Service industry since 1998. She also manages the operations of our Singapore Centre for Service Excellence.
She is one of Asia’s first CIAC-Certified Management Consultants and is renowned for her Client management expertise from Clients around the world.
Rosaline is elected as one of the EXCO members for the Contact Centre Association of Singapore (CCAS). She also volunteers actively for a non-profit free medical clinic in Singapore which also organizes the annual Republic Run for fund raising.
Rosaline represents a valuable resource to the company as a Mystery Shopper Expert with more than 10 years of experience in setting up and managing these complex operations whether national, regional or globally. She is also one of the presenters for research findings to senior management for private Clients.
Prior to joining OmniTouch, Rosaline was the Regional Account Manager under Training & Consulting for OgilvyOne in Asia, part of the global WPP group.
Albert Khoo
Director, Malaysia
Albert is the Director for OmniTouch and is based in our Malaysia office.
Albert's area of expertise covers Contact Centre management and Customer service and sales management in the Customer Service and Contact Management industries. He is a widely popular public and private speaker, having executed numerous programs across Asia, Africa and Europe.
In Malaysia, Albert manages both the country and regional operations and is the Master Trainer for the prestigious Call Centre Industry Advisory Council (CIAC) Certification training. Albert is also an ICMI Certified Associate placing him in the network of the leading Contact Centre experts in the world.
Prior to joining OmniTouch, Albert was Vice President, Head of Customer Service for Citibank in Malaysia , following up on a prestigious banking career spanning over 15 years.
His management experience includes consolidation, rationalization and re-location of Contact Centres.
Albert is one of the founding members of the Call Centre Association of Malaysia and actively contributes to the further development of the industry through Seminar and Conference speaking engagements and involvement as a judge in the industry Awards of Excellence.
He holds a degree in Economics from the University Malaya and earns the distinction as the first recipient in Asia for the globally recognized CIAC-Certified Management Consultant.
Sundaram Ramaswamy
Director, India
Rama has composite work experience of over two decades entirely in the Service Industry with a mix of Hospitality, Banking, Insurance, Logistics and Telecom. Rama’s expertise is in the area of Service Delivery with emphasis on Service Organisation Design lead by Training and employee Development.
Rama has hands-on experience in technology driven service process design and self-service development in the modern business environment where efficiency and cost are two key drivers of service delivery and development.
Rama’s key roles covered the Middle East, African, Australia and the India markets and included successes with the Oberoi Hotels, HDFC Bank, DHL, AIG and Bharti Airtel and Idea Cellular amongst other major organizations.
Marcus von Kloeden
Director
Marcus is the Director of OmniTouch International group and is currently based in the Singapore Centre for Service Excellence.
A German citizen, Marcus brings more than 20 years of experience in Customer Service management, service and support guidance and training.
In OmniTouch, Marcus manages Customer oriented research as well as Client relationships for local, regional and global research programs.
Prior to OmniTouch, Marcus was the Managing Director of the Asian headquarters of a Swiss manufacturing company and provided guidance and training to service and support personnel across China, Malaysia, Indonesia, Japan, the Philippines, Thailand, Vietnam and many more Asian markets.
Prior to his work in Asia, Marcus was based in Switzerland where he obtained his degrees in Science and Chemistry bringing together his unique ability to inspire service and sales combined with precision and manufacturing.
Lucy Soh
Training Consultant
Lucy is the Training Consultant with OmniTouch International and is currently based in Malaysia.
She specializes in delivering customized in-house service and selling skills programs for our Clients across industries. Lucy brings with her over 20 years of working experience within various management capacities in the banking industry, specialising in Sales & Marketing and Training & Development roles.
Lucy’s specialty is in the area of developing Frontline Sales and Service skills, facilitating training programs topics such as Service Skills, Branded Interactions, Managing Difficult Situations, Basic Selling Skills, Consultative Selling Skills, Advance Prospecting, Consultative Appointment Making and Selling in a Competitive Market.
Some of the major corporate accounts that she has been involved with include brands like Citibank, AmBank, RHB Bank, CIMB Bank, Federal Express, ExxonMobil, Hong Leong Group, Bank Rakyat, Touch and Go, Eon Bank and many more.
Lucy holds an MBA in HRD (Hull University in U.K.) and a Diploma in Training and Development (Leicester University U.K.). She is also a Certified Trainer by the American Management Association (AMA) and a certified Toastmasters Speaker. Lucy is very active in the community and held several key roles such as President of MIM Alumni, Vice-President and Secretary of Graduates of MIM Alumni, Vice-President of Public Relations and Secretary of MIM Toastmasters Club of Petaling Jaya.
Michelle Fok
Senior Consultant
Michelle is Senior Consultant with OmniTouch Malaysia, Asia’s leading training consultancy for the Call Centre and Service industry. Prior to joining OmniTouch, Michelle had a distinguish career with Citibank Malaysia for more than 10 years.
Michelle started her career with Citibank as an entry-level graduate - Customer Service Executive and progressively moved and held almost every key role and position within the Citibank Contact Centre including Team Leader, Quality Assurance, Resource and Scheduling, Fulfillment Support, Service Manager and finally became Vice President, Head of Customer Service for Citibank Malaysia.
Michelle gained extensive operational and leadership exposure while implementing and executing best-in class Contact Centre processes to support the Customer Service strategy of the bank. She played a key role in the extraordinary growth and expansion of a globally recognized customer focused organization from a medium size 50 seats to a matured Contact Center of more than 200 seats.
Besides her intense involvement in Contact Centre management, Michelle is also a fully certified Corporate Quality Professional; she is an expert in facilitating quality improvement initiatives within a structured and systematic environment, to deliver effective business process alignment for the organizations. Her expertise extends to Project Management, Human Capital Development, Sales Leveraging Strategy and Contact Center Operations Management. In her senior leadership position, Michelle was often required to share Best Practices with other Contact Canters within the Asia Pacific Region.
Michelle is a certified Corporate Quality Professional, and an active Executive Committee member of Customer Relationship Management and Contact Centre Association of Malaysia (CCAM). She holds a Degree in Business from Victoria University of Technology, Melbourne Australia, and has also obtained professional credential of CIAC-Certified Management Consultant.
Sarumathi
Manager, Client Services
A Singaporean citizen, Saru brings over more than 11 years of hands-on experience in the Contact Centre and Customer Service industry.
Based at our Singapore Centre for Service Excellence, Saru has two key sets of responsiblities within the organization.
With respect to Training, Saru manages key Frontline and Supervisory Contact Centre and Customer Service programs. Known for her systematic and engaging style, Saru has captured audiences with both private Clients as well as public participants when training and speaking for OmniTouch's Public Program series and various Industry Associations.
With respect to Research services, Saru provides direct support and guidance to local and regional Research Clients as well as managing an internal team of Service Quality Executives.
Saru also heads up OmniTouch's unique Global Service Index (GSI) which is a Contact Centre based Mystery Shopping study that has benchmarked Contact Centre performance around the world for more than 4 years.
Prior to OmniTouch, Saru was the leading Trainer and Training Development staff for one of Asia's most recognised outsourcing companies with direct responsibilities for key Clients including Singapore Airlines.
Earlier in her career, Saru was with Mobile One (M1), a leading Telecommunications provider in Singapore, where she managed the critical Corporate Contact Centre and was involved in developing training programs as well as managing staff performance and outcomes.
Steven Coyle
Senior Consultant for Debt Collections
As the Managing Director of Service Winners and Senior Consultant for Debt Collections with OmniTouch, Steve specializes in helping credit and collections departments deliver results in the service age.
Based in Malaysia for the more than 10 years, Steve was a pioneer in the complete set-up, management and training of the collections function for Malaysia’s leading mobile services provider.
Prior to relocating to Malaysia, Steve was with U.S. West Cellular (now Verizon Wireless) and CIT Equipment Financing, Inc. in various credit control capacities.
Steve is a regular contributor to the National Association of Credit Management's (NACM www.nacm.org) magazine Business Finance.
He has recently published a book, "Debt Collections: Stir-Fried or Deep-Fried? Asian & Western strategies to collect more money, reduce bad debt and keep more Customers."
Steve holds an MBA from Gonzaga University in Spokane, Washington USA. In addition he has a Masters in Instructional Technology from Universiti Malaya. He is a Certified Credit Executive from the NACM (USA) besides being a member of the Association of Credit Management Malaysia, the American-Malaysian Chamber of Commerce, and the Malaysian Institute of Management.
.jpg)
YY Kow
Public Program Manager
YY is the Public Program Manager in OmniTouch Malaysia, she is in-charge of the marketing, registrations and enrollment activities related to all the public programs.
YY brings over more than 18 years of personal and professional experience in the Marketing and Customer Service industry in both the manufacturing and service line.
She started her career as a Client Servicing Executive for one of the major Advertising and Public Relations firm in Kuala Lumpur. She was later appointed the Marketing Services Manager managing the account relationship for one of the Malaysian Government high profile project. Within the Banking and Finance industry, YY was appointed Department Head for the Database Marketing and Communications for Pacific Insurance.
YY holds a degree in Mass Communication from the University Sains Malaysia.
Brad Cleveland
Senior Advisor, ICMI President (1996-2008)
Brad is recognized as one of the world’s foremost authorities on call center management and customer services. As Senior Advisor, President of ICMI and publisher of Call Center Management Review, he is a passionate advocate of customer contact services that deliver higher returns to organizations and better experiences to customers. His enthusiasm and leadership set the standards for success that drive the entire organization. An engaging speaker and sought-after consultant, he has now worked across 40 states and in over 50 countries. His clients have included small startups, national governments, and multinational corporations.
Brad’s articles have been featured in a wide variety of professional journals, and he has appeared in publications ranging from The New York Times to The Wall Street Journal, as well as on major television networks and the in-flight programs of several airlines. He is author of ICMI's Call Center Management Dictionary and Call Center Management on Fast Forward (which won an Amazon.com best-selling award), and co-editor of ICMI's handbook/study guide series on call center management.
Brad adamantly believes that, as information and communications capabilities proliferate and dramatically change our world, the contact center industry stands poised at a critical, exciting juncture. He has been recognized as an industry trail-blazer by Call Center Magazine (as a recipient of its Pioneer and Hall of Fame awards), and was nominated for a ComputerWorld Smithsonian 21st Century Pioneering award. He has also received honorary membership in a number of call center management associations around the world.
Dr. Fred Van Bennekom
Research Advisor
Fred Van Bennekom founded his company Great Brook to help organizations increase their effectiveness by capturing and applying feedback, especially Customer feedback.
Dr. Fred delivers workshops teaching survey research practices based on his book Customer Surveying: A Guidebook for Service Manager.
Through Great Brook's Survey Mentor Suite, Fred provides hands-on mentorship to people to develop better survey programs and questionnaires and also conducts audits of their feedback process.
Fred also helps Customer Support groups voice Customer needs into product development processes to yield higher quality products at lower Total Cost of Ownership.
With Dr. Keith Goffin of Cranfield Management School, Fred co-authored a major research report on Problem Prevention Through Design for Supportability: Gaining Competitive Advantage from Customer Support.
Additionally, Fred teaches operations management in Northeastern University's Executive MBA and at Babson College. He has also taught at Harvard, Boston University, and Boston College. He received his A.B. from Bowdoin College and his Masters and Doctoral degrees from Boston University's School of Management.
Prior to his consulting and academic careers, Fred served for a decade as an information systems consultant for Digital Equipment Corporation's Customer Service organization, developing operational reporting systems for field management.
Fred has published in both industry and academic journals and is a frequent speaker at industry conferences worldwide.
Dr. Jennifer Jarman
Research Advisor
Jennifer is a Cambridge University-trained industrial sociologist who has been based at the National University of Singapore (NUS) since 2003.
She teaches large classes and seminars in Research Methods, Sociology of Work and the Sociology of Organizations and supervises M.A. and Ph.D. students on topics pertaining to the work world in Asia.
She has 20 years experience of research design and analysis ranging from questionnaire design to interpretation of survey data emerging from, and pertaining to, workplaces. She has a special interest in the ethical dimensions of research practice, and a newer interest in questions pertaining to the presentation of data to public audiences.
She has been involved in the design and analysis of OmniTouch's Global Service Index. She is fascinated by the way this survey is shedding new light on country, industry and firm differences in service performance and information reception and delivery.
Her recent articles focusing on the Call Centre industry include "Will the Call Centre Industry Revitalize the Maritimes?" (2006) commissioned for an Oxford University Press collection Questioning Sociology and "Business Services and the Knowledge Economy in Malaysia" published by the International Journal of Sociology and Social Policy (2008).
Her research contributions to understanding contemporary trends in the work world have appeared in a range of academic journals including Work, Employment and Society, the British Journal of Sociology, International Sociology, the International Journal of Sociology and Social Policy, the International Journal of Technology, Knowledge and Society, European Sociological Review, and the Oxford Review of Education.
Linda Harden
Publisher Contact Center Pipeline
Linda Harden, an American Citizen, is President of the Pipeline Publishing Group, Inc. Linda is a seasoned executive with nearly 20 years of experience in the Contact Centre Industry. In 1993, she joined ICMI, the International Call Center Institute, where she served as Senior Vice President responsible for the daily operations of their training, publications, membership and consulting divisions.
In 2009, Linda started her own monthly Contact Centre Magazine, the Contact Center Pipeline.
The Contact Center Pipeline is a cutting-edge monthly journal focused on the specific needs and challenges of the Contact Centres. The Advisory Board, Editors, writers and contributors are known for their unique understanding of what makes a Contact Centre the organization's driving force for a attracting and retaining Customers and Employees and ensuring long-term success.
She continues to bring together top industry experts to network and share insights and experiences.