Biographical Information
Peter Leung is the Business Development Director of CRM/Contact Centre Solutions for BT NEA. In this role, he takes care of market development in Hong Kong, Taiwan, PRC and Korea and has full responsibility for BT Contact Centre Service, Voice Ports & Contact Central in these markets. He leads BT's efforts in developing technology solutions that provide the means for customers to do business with consistently and seamlessly across any communication channels.

A 19-year veteran in the IT / telecommunications industry, Mr. Leung is an acknowledged expert on major Customer Contact solutions, Unified Messaging, IP voice networking technologies and products. Since joining BT in December 2002, he has been a key force behind major projects including BT Contact Central multi-media contact centre solution wins across Asia Pacific.

Prior to joining BT, he was the Director of Portal Solutions for Nortel Networks focusing on CRM, Advanced Speech Applications, Multi-media Customer Contact Centres and Computer Telephony Integration projects. He worked on business programs for Nortel Networks in Greater China and Korea.

Albert has over 19 years of working experience in the IT/Electronic s Industry with knowledge covering a vast area of Customer Premises Equipment products pre-dominantly telephony and Contact Centre applications. Albert h eld various pre-sales and post-sales positions at management level with frontline project management, technical support, implementation and account servicing. He had involved in many contact centre and telephony projects in different industries and geographic region including Banking and Finance, utilities, Government and Education and transportation.

Albert is an Executive Committee member of Hong Kong Call Center Association – External Affairs (China), and a Member of HK Medical Informatics Association and IEE.

Rayland is currently the General Manager of Huyi Global Information Resources (Holding) Company Hong Kong Limited - the Huyi Global Group’s regional head office of Asia Pacific. The Group’s headquarter is in Guangzhou. Huyi Global provides domain name registration services and other on-line related solutions to enterprises in Hong Kong and throughout China. It is the accredited domain name registrar in Asia Pacific by China Internet Network Information Centre (CNNIC). It is also the sole authorized Internet Keyword registrar of CNNIC in Hong Kong and Macau. It employs over 2000 employees in its 25 offices throughout China and 60 in Hong Kong under Rayland’s leadership.

Rayland has over 20 years of experience in customer service, contact centre and training across a variety of industries including telecommunications, travel, government call centre and banking in Hong Kong, Guangzhou, Shenzhen and Macau. His expertise and knowledge have been developed through his service with PCCW, The Integrated Call Centre of HKSAR Government (1823 Citizens’ Easy Link), Macau Telecom, Guangdong Development Bank and China Travel.

Rayland has a Bachelor’s Degree in Modern Languages. He is a Chartered Practitioner with the Chartered Institute of Personnel and Development in the UK and a Qualified Chinese/English Translator of the Chartered Institute of Linguists in the UK. He is a Certified COPC Registered Coordinator. Rayland also works for Hong Kong Quality Assurance Agency (HKQAA) as Associate Trainer.

Rayland has been elected Executive Board Member of Hong Kong Call Centre Association since 2001, the Chairman of the Professional Development and Training Committee; and appointed as Advisor to Guangdong Province Information Association Customer Service Committee since 2004.

Claudia started in the Telebusiness Industry 11 years ago, as a Customer Service Rep' in the UK.

Moving through a variety of roles within Operations to find a niche in HRM and Training Development.

Academically, Claudia has a BA (Hons) in Performing Arts, and Diploma in HRM, and in Asia is one of a few Master Coach professionals listed with the Coaching Resource Centre.

Claudia moved to Asia Pacific over 9 years ago, with an International outsourced provider as a key player within the implementation team , supporting new and developing markets, working with new clients to establish the Telebusiness Industry. She designed strategies for implementation and then delivered them. She adapted European and American operations and training concepts to the local cultures to ensure knowledge and skills transfer. She understands that with the many cultural differences within Asia the main synergy is communication. One of the most important things she achieved was the transfer of knowledge and skills so that the local workforce understood how to bring value to the industry. Coupled with processes and technology, Claudia firmly believes that people can drive the development of the Industry.

Claudia's next role was based back in Europe where she implemented a methodology of ‘one face to the customer' across 12 sites in four continents for a large blue chip client.

With her global experience Claudia still found a passion and excitement from the Asian market and now runs her own Management and Development Consultancy, focusing on fast tracking and heightening the profile of the Telebusiness Industry by leveraging on global expertise. She is a strong advocate for a customer centric culture within contact centre and that the people of the organisation are the key tool to success.

Claudia has worked in Singapore , Hong Kong , Thailand , Indonesia , The Philippines, Australia , China , Malaysia , Europe, and America and still adding to her wealth of experience within new emerging markets today. Working to put the industry on the map, and making it a choice of career.

Claudia is a committee member of the APCF (Asia Pacific CRM forum) in Singapore and is championing the networking and involvement from established industry associations across Asia Pacific region, leveraging on each other's learning's of the industry to help promote a better Telebusiness future. At present she is also Executive board member of the Call Centre association of Hong Kong , and an global advisor for GreaterChinaCRM Portal.

Chris Knop is the Director of Customer Contact Centres for Shangri-la Hotels and Resorts, overseeing regional call centre and CRM operations in Hong Kong, Kuala Lumpur and Singapore . He has held several senior management call centre roles with Shangri-La since 2001, and prior to that managed a conferencing call centre for Worldcom in Hong Kong.

Australian born, Chris worked for QANTAS Airways in their Brisbane call centre from 1994-2000. There he was involved in projects ranging across all facets of call centre operations including stints in Sydney and Hobart.

He has built contact centres, run the daily operations, consolidated and centralized them, and turned cost into profit centres. Chris is certified as a COPC-2000 Standard registered coordinator.

Chris is executive committee member for Marketing and Corporate Social Responsibility (CSR) at the Hong Kong Call Centre Association. He sits on the corporate social responsibility committee for Shangri-La Hotels and Resorts, and is a Chairman of the sustainable development committee at the Australian Chamber of Commerce.

He has authored a white paper on CSR entitled “answering the call for corporate social responsibility.”

Under Chris' direction, Shangri-La has won various call centre awards in both Hong Kong and Malaysia , and participated in regional competitions.

Results oriented executive with 22 years of successful general management, sales, operations and consulting experience in the financial, FMCG and professional sectors. Extensive senior leadership and business capabilities with successful assignments. Demonstrated strength in team leadership, people and organization development, revenue generation, P&L management and effective resource allocation; leading to growth in sales and process improvement

Joyce Poon is the General Manager for Epro Telecom Services Limited (a renowned outsourcing contact center services provider in Hong Kong and PRC), responsible for the development and management of China’s business. Joyce has been with Epro Telecom since its initiation, taking key roles in business development, customer service operations and people development. Currently, Joyce oversees the contact center operations, training and consulting services business of Epro in China. She takes full responsibility for the management of Epro’s 250-seat outsourcing contact center in Guangzhou and has been leading training and consulting projects in both Hong Kong and China for over 100 clients ranging across all facets of contact center management. Joyce has received positive recognitions from renowned corporations like China Telecom Group, China Mobile Group, China Unicom Group, Bank of China, Shenzhen Development Bank and etc.

Joyce has over 15 years of experience in telecommunications, contact center operations, customer experience management, people training and development. She has been dedicating to the service of contact center development, especially in the emerging market of China which gives her many opportunities of meeting people of the industry, exploring the new development of contact center management, and practicing her new ideas in integrating customer-centric and value-driven solutions for the industry.

Joyce holds a Business Management Diploma granted from the Chinese University of Hong Kong and a MBA degree granted from the University of Hull, UK. She is an Executive Committee Member of HKCCA responsible for the China related affairs and she has been appointed as the Advisor of China Customer World Research Institute, the CRM Consultant of Guangdong Information Association – Executive Committee of Customer Service since 2004.

May Kwan is the Manager of the Customer Interaction Centre (CIC) of CLP Power Hong Kong Limited

May has over 15 years of experience in the customer service industry with over 10 years in call & chat centre management across a variety of industries including logistics, ISP, telecommunication and e-commerce serving both local and international markets. In her current capacity, she is responsible for overseeing the CIC – CLP's dedicated call centre – the main focal point to service their 2.2M customers' inquiries.

May has led the CIC in winning various local and overseas awards. CLP was named the Local Call Centre of the Year (Gold) and the Regional Call Centre of the Year (Gold) by the Call Centre Associations of Hong Kong (HKCCA) and Singapore (CCAS) respectively in 2006. She was also awarded as the Call Centre Manager of the Year (Gold) by HKCCA, the Regional Call Centre Manager of the Year (Silver) by CCAS & Best Contact Centre Leader (Gold) by Contact Centre World – World Award APAC Region.

During 2007, she was one of the panel judges for HKCCA 2007 award. In 2008, May was elected as an Executive Member of HKCCA responsible for member event activities.