Speakers:

Mr. Carlos M. Aquino
Vice President, Customer Relationship Management, 3COM
"Measuring Sales and Call Center Productivity at 3COM" (Case Study)

Carlos Aquino is the Hong Kong-based Vice President for Customer Relationship Management at 3COM's Business Networks Co. (International). This is a new role focused on leading BNC's sales force productivity and channel effectiveness activities across Europe, Middle East, Africa, and Asia-Pacific regions. He is responsible for telemarketing and telesales call centers, loyalty and other programs with Partners on the web, and reengineering the sales force via rollout of Siebel eCRM applications. Mr. Aquino began this role in June, prior to which he lead the Customer Service and eBusiness operations as Vice President in 3COM's Asia-Pacific region.

Mr. Aquino came to 3COM from GE Medical Systems where he lead the company's eBusiness function for Asia-Pacific from HQ in Japan -- this included all activities on the web including B2C / B2B eCommerce, Partner programs, content and specialty applications, sourcing from suppliers, and the intranet. Prior to that, he directed GE Medical Systems' Sourcing operation for Asia-Pacific, again from Japan, where he was resposible for all material purchases in support of 9 plants across 4 countries and multiple independent purchasing operations. He came to Japan / Asia from GE Corporate where he was a manager in the internal consulting unit at Corp HQ, working on operations-improvement assignements across all GE businesses.

Prior to GE, Mr. Aquino was a Senior Associate at the top-tier consulting firm Booz-Allen & Hamilton in New York. He lead a wide range of strategy and operations assignements in the US (for foreign and domestic clients) in industries that included automotive, aerospace, shipbuilding, electronics, and specialty materials among others.

Prior to Booz-Allen, Mr. Aquino worked in and around the aerospace industry during late 1980s / early 1990s for McDonnel Douglas (international marketing), Logistics Management Institute (consulting firm), and the US Defense Department where he was a Presidential Management Intern.

His undergraduate degree is from University of Michigan and he has a Masters of Public Affairs / International Relations from Princeton University, both in the USA.

Mr. Jason Chu
Chairman, Hong Kong Customer Service Consortium
"World Class Call Center"

Mr. Chu is the Founder and Chairman of Hong Kong Customer Service Consortium (HKCSC). He is the pioneer of innovative Customer Service Research including Call Center and CRM Benchmarking in Asia Pacific, Customer Satisfaction and Aspiration Survey and eSurvey on Internet Banking, Internet Securities and Internet Purchasing, and other international standards in Australia and the United States.

Mr. Chu is the key driver to establish the systematic industry standards in the service industry, including the Certified CRM Director, Certified Call Center Manager and Certified Call Center Professional training curriculum.

Mr. Chu received his BSc and MSc degrees in Industrial Engineering and Operations Research from the University of California, Berkeley. He is the President of the University of California Alumni Association in Hong Kong and a Guest Lecturer at the Hong Kong University of Science and Technology and other universities. He is an instructor and speaker in high demand at various training workshops and international conferences on Call Center and Customer Relationship Management Strategy.

Mr. Shaun Warren
Customer Solutions Manager, Eyretel Asia Ltd
"Customer Experience Management: The Fast and Simple Key to Better Customer Relationship!"

Shaun Warren has over 12 years of experience in the call center industry. With his formal qualification being MEng in Communication Engineering, he started out in the industry largely in a technical capacity.

Shaun has also worked as a Lead Auditor with BABTPS being well experienced in both ISO9000 and PQAA Audits, specializing in the telecommunications industry throughout the Asia Pacific region. He is able to use this combination of theory and practical experience to analyse various work practices and lead his customers to become more profitable through more efficient processes, increased customer service levels and increased customer retention.

Shaun shares his experience with the industry through his work as a Senior Consultant with Eyretel and through various speaking engagements and industry seminars.

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