Call Centre Information Site.
Who's Who of The Call Centre Industry
Name: Michael Daly
Company: iC3
Job Title: SVP Operations
Previous Companies: Dell Computer
eProcesses Consulting
Phone Number: +60164220081
Country: Malaysia
Description: Mr. Daly has more than 19 years of experience in managing
dynamic customer care environments and technical support organizations.
Before joining iC3 in 2006, he implemented a process optimization program
that helped set new levels of profitability within Dell Computer Asia
Pacific operations. He applied this methodology on a global basis as Sr.
Regional Director of Strategic Operations to bring efficiency and
effectiveness to all Dell Support Centers across the APAC region. His
success in establishing a consistent operational environment and culture
allows our clients to leverage the varied benefits of our performance
management programs.
Before coming to APAC region, Mr. Daly served as Director of Technical
Support Service for North America within the enterprise operations, and
Senior Vice President of Operations for eProcesses. There, he was
responsible for development and implementation of day-to-day operations with
domestic and international call centers clients. Resulting in over 20
start-up operations and $500 million in sales and support services savings
for his clients. His diverse list of clients and business requirements
ranges from ecommerce, banking, higher education, telecom, IT and
outsourcing to sales, marketing and service. Mr. Daly has held upper
management positions with Teleservices agencies ranging in size from 30 to
2000 workstations.
Mr. Daly holds a bachelor's degree in Architectural Design from the
University of New Mexico and a master's degree in International Business
from American Intercontinental University. In addition, he is a six-sigma
black belt and holds certification from COPC and Purdue Benchmark Portal as
a contact center auditor.
Who You Would Like To Hear From: World leaders witin the contact center
industry.
Specialisation: Other
Email: michaelhdaly@gmail.com