Shanti, a Malaysian, 53, female, joined Scicom on 3 January 2000 as a Customer Relationship Executive, and within one year, was spearheading the Group’s Training Department for both internal and external clients. She was subsequently appointed Head of the Customer Experience Team, where she developed service quality standards for Scicom’s operations. Soon she was promoted to Operations and Training Consultant in Scicom (Academy) Sdn Bhd, where she was involved in numerous projects across the Group. Shanti’s dedication and comprehensive grasp of the contact centre business have led her to her current position. In her current capacity, she is responsible for all aspects of human resources, learning & development as well as ensuring that the Group’s quality initiatives including its processes, compliance with ISO and SCP, and their respective accreditations are constantly reviewed, monitored and enhanced. In a nutshell, she is entrusted with the task of continuously enhancing operational effectiveness and efficiencies across the Group’s operations. Prior to joining Scicom, she had worked in various multi-national corporations over a 13-year period, with her areas of expertise covering marketing communications, training development and client services. Shanti holds a Bachelor’s Degree in Business Studies and a Diploma in Public Relations. She is also a certified trainer of the Service and Support Professionals Association in the United States, for its Certified Support Professional programme.