Brandt helps organizations achieve enhanced service levels through transforming the approach, performance, quality and efficiency of the organization and its people.
A graduate in MBA-HRM from University of Wales, UK and a member of International Who’s Who of Professionals and Life Member of International Business Leaders. She has a total of 20 years working experience. An experienced personnel in the areas of Customer Relationship Management (CRM) and Customer Service Management (CSM), Human Performance Management, Strategic Management, Business Process Redesign, Sales & Marketing and Project Management. Her exposure includes both local and foreign assignments, having worked in varied industries with 15 years experience in Banking Sector. Other industries that she has worked and consulted with include insurance, tele-communication, oil & gas and leisure vacation & hospitality. She has worked extensively throughout Asia, assisting clients to achieve a strategic focus towards being a customer centric organization. As a Master 6-Sigma Black Belt, she has led teams of cross-functional experts to develop customer-orientated improvement strategies including leadership development and human performance strategies to support business transformation and CRM initiatives.
Prior to being the Founder and CHIEF EXECUTIVE OFFICER of Brandt International, she was the Senior VP Business Consulting Business Services & Chief Human Performance Strategist of one of the largest BPO Company in Region, with full responsibilities in managing training and consulting businesses for the Region. Her other role in this BPO Company is that she has the overall responsibility of managing multi sites/projects and multi-lingual contact centre operations, customer experience, and HR. She was also the VP-Total Quality of Citibank, responsible for driving high customer satisfaction and loyalty index through various process redesign initiatives, using Six Sigma and human performance improvement programs
Reza is the Chairman of Valdo Brandt International and the President/CEO of Valdo International. He currently manages call centers with over 2,000 agents in numerous cities in Indonesia. After his graduation from from Webster University, USA, he joined Indover Bank on Amsterdam, Dutch, followed by Citibank N.A Jakarta, PMF Finance, GE capital and Standard Chartered Bank, before he started his own outsourcing business.
Reza has more than 16 years work experience in the consumer finance industry. Prior to founding the firm Valdo International, he held Country GM position in Standard Chartered Consumer Bank and Chief Operation Officer at GE Capital, and also held few management post during his time with Citibank, His professional experience covered Sales & Marketing, Financial Controller, Operations (Credit, Customer Service, Collection, Branch Distribution) area as well as managing P&L responsibility. Reza is also a Six-Sigma Blackbelt - a prestigious accreditation within General Electric Company.
Sam Loh
Chief Operating Officer, Brandt International
Sam Loh, holds a B.A. (Honours) degree (Canada) majoring in Economics and a Graduate Diploma of Applied Science in Computer Studies (Australia) majoring in Data Communication. He has over 16 years of total working experience, predominantly in the banking and financial sector covering branch management, including such activities as managing a functional sales team, front line services, treasury exposure in financial institutions and treasury/outsourcing related work with an MNC.
Under Branch Management, he was instrumental in the conversion of conventional transactional based banking to sales-delivery platform through the development of key customer-focused processes; performance based training, performance measurements, motivation support for sales culture development and implementation to maximize sales opportunities.
His last 3 years’ posting from year 2000 till 2003 was with a NASDAQ listed USD13 Billion annual turnover outsourcing company. During this period, he was the regional treasurer for Asia and led the company’s treasury cum credit department in risk management, credit review and involved in outsourcing financial model evaluation/review. He is also experienced in the area of operational and human performance management with responsibility in driving overall efficiency and productivity.
A trained personnel in the areas of Sales & Marketing, General Management and human performance and process redesign in the field of CRM, Contact Center Management and Banking, he has conducted numerous training workshops and undertaken global consulting assignments for MNC.A trained personnel in the areas of Sales & Marketing, General Management and Process Redesign and have conducted numerous training workshops and undertaken various consulting assignments In the areas of Sales Management /Selling skills for Financial Products, Customer Service Management, Branch management and others
Currently, He is the Executive Director of Brandt International, Brandt Consulting Pte Ltd and Brandt International Sdn Bhd.
Lawrence William
Senior Business Process Management Consultant
Lawrence earned a degree from University Malaysia majoring in Physics. His experience is however broad-based and skews towards Quality, starting with a manufacturing Japanese company (Toshiba) and extends to service industries (insurance company - Prudential Assurance, and bank – UOB Malaysia). He has in total of 17 years of Quality and Six Sigma related project exposure.
He moved on to join Johnson Controls Sdn Bhd for which he obtained his Black Belt Six Sigma Certification. His roles include the following:
Conduct training on Six Sigma, shared savings, quality management and customer satisfaction for branch account offices across Asia-Pac, Australia and Japan
Manage the TNA for organizational training needs
As Senior Manager for Six Sigma program in Prudential Assurance, he was responsible for the following:
Organize all other Six Sigma training for all levels of the organization
He left Prudential to join UOB as Head of Learning and Development and undertook some quality initiatives. He is was responsible in project managing Privilege Banking Service Excellence project, Net Promoter Score initiative and acted as internal cross functional consultant for the bank's CRM unit (process mapping – account opening, complaints process, forms rationalization), Settlement department, Special Assets Management on training needs analysis, and critical business issues identifications.
Vanitha Arasaratnam
Senior Training Consultant, Brandt International
Vanitha is dedicated to evangelising the life-long learning approach. She has presented papers on several titles and continues to work with lifelong learning focus.
Vanitha is a former VP Sales and Service Management of an International Service Oriented Organisation. She is a Certified Competency Based Trainer, Developer & Assessor (CBTE) from TAFE. She is also a Certified Instructor from the American Institute of Writing.
She is a leading expert on achieving corporate excellence and performance in the face of extreme business and market pressures. Her 20 years of working experience makes her extraordinarily successful as the turnaround leader and change agent. A truly unique and compelling knowledge and consulting experience on management, markets, strategy, research, how to reach customers with quality service and radical innovation.
Vanitha’s strength lies in her keen sense of observation, flexibility and spontaneity as she optimises performance in four major areas: managerial and leadership, team effectiveness, sales and service, and written and oral communication skills. She is also a multi-tasker who thrives on tackling multiple challenges at the same time.
As a trainer Vanitha considers herself to be privileged to have contributed to the service industry by conducting more than 1,000 public seminars, and in-house courses in Malaysia, Singapore, Bangkok, Hong Kong and Jakarta.
Vanitha also has a gift for building a customer-driven focus on an internal culture of trust, dignity, respect and inclusiveness. During her tenure she has created and drove a Sales & Service Culture for two major foreign Banks and conducted coaching, counselling and post merger activities.
Her instinctive ability in Whole Brain Technology learning approach has helped numerous companies get their positioning right and improve their performance. Vanitha is an energetic, enthusiastic, captivating and engaging presenter who articulates solid information in a warm and entertaining style.
She is a great asset to Brandt International’s numerous programs as she takes the plunge into uncharted terrain helping others in the process of living and learning, carving out their individual niche and contributing to the advancement of their organisation, communities and the world.
Roy holds an MBA from the American Graduate School of International Management and a BSc in Chemistry from the American University, Washington D.C. He is a Sales Performance & Quality Management consultant with more than 20 of years experience working in the international consumer banking industry. His experiences include a broad range of international assignments with Citibank (13 years) across Europe, Asia and the Middle East. These assignments include Sales Performance Management, Process Consulting, Six Sigma program management, Model Branch development, Credit Cycle management, and Branch management.
At Citibank he was a VP and Director of Relationship Sales and Service for the Asia Pacific/Middle East consumer bank. As a consultant he has led projects teams at ANZ Panin Bank, LippoBank, Bank Danamon, Bank Permata and Rabobank International Indonesia. Based on his experience Roy has developed tools and change management methods to adapt proven ProActive Sales management methodologies and enable consistent execution of effective Sales Leadership behaviors and best practices in the field. Successful deliverables and results included the following:
Development, Training & Implementation of ProActive Sales Management building blocks for a major cards business. Efforts contributed to an increase of more than 25% - 40% in approvals per month (depending on the channel) within 4 months and strengthened the sales culture.
Successful project management & implementation of a new Model Branch concept and Pro-Active Sales Performance Management system and Sales Culture at the branch level contributing to sales volume growth across all products of 40% to 150%. This included development and roll-out of experiential learning workshops, the Sales Management manual, and In-Branch Coaching.
Development of a ProActive branch sales organization & format. Re-defined job roles, and re-designed processes led to an increase in available sales time from 40% to 80% and freed-up customer service FTE for sales roles Development of a ProActive branch sales organization & format. Re-defined job roles, and re-designed processes led to an increase in available sales time from 40% to 80% and freed-up customer service FTE for sales roles.
Roy’s line management’s experience in Branch, Credit Cycle, and Sales Management give him a pragmatic result oriented approach to Consulting and Training.
Roy is the lead designer & master trainer of Brandt’s ProActive Sales Performance Leadership workshop, a certified trainer for Plan-Do-Check-Act, and Certified by DDI as Master Trainer ExCEED (Exceeding Customer Expectations Every Day. He speaks English, Dutch, and Indonesian.
Wong Lee Sam
Senior Business Process Management Consultant
Wong Lee Sam’s work experience spanned over 22 years. Her education background encompassed computer programming, information processing and book-keeping and this education backdrop and her personal agility have enabled her to work in the field involving designed and development commercial application systems and designed and implemented the ATM terminal control program for NCR ATMs.
Having built her experience from 2 privately owned and managed company, Lee Sam moved into the banking industry where she worked in Citibank for the next 12.5 years. During this span of time she has worked as technical member of a team to design, customize and globalize a common platform for the in-house Front-End system that interface with ATMs, and subsequently as Team leader (Senior Analyst) of the local programs in providing technical consultation, design and implementation of major automation Front End projects within the Bank.
Exposure to Quality program / process improvements started in 1998 where she became one of the pioneers selected in assisting the Quality Director in setting up and embarked on the Quality Journey within the Bank. She has facilitated and completed over 10 projects resulted in increased revenue, improved customer service and help in reduce expenses; contributed to total financial benefits of exceeding USD2MM. Lee Sam is Citigroup Certified Black Belt in 2002. Key Projects involved and completed were:
- Set up Anti Attrition Unit to retain the Mortgage customers
- Mail delivery process within the organization.
- Credit Card application related processes.
- Insurance processes and other banking products.
She left Citibank in March 2004 and prior to joining Brandt International she has worked as Contracted project manager for both Citibank and Standard Chartered Bank in such area as providing consultation and facilitate the process improvement teams for key areas such as Cards application and Loans processing, process operation control and assist the business in completing the process documentation and the risk control.
Chevy Mona Adiwan
Business Process Management Consultant
Chevy had the opportunity to build up her working experience with 3 Global corporations, namely Nestle, General Electric (GE) and Hongkong and Shanghai Banking Corporation (HSBC).
For almost 10 years (1987 up to 1996), she was attached to the Marketing Division of PT Nestle Indonesia as its Assistant Product Manager. She was responsible was for product/brand management, product pricing and budgeting, above/below the line promotion/communication, product development and market research. As an added role, she was also accountable in ensuring sufficient production/stock and product distribution.
In 1996 she joined General Electric Capital Indonesia (GE) as Marketing Program Manager for Installment Finance service. For 2 years upon joining GE, her focus areas were in planning and executing marketing program/promotion, marketing communication and providing standard service delivery to business partner.
After 2 years in the above Marketing related function, she moved into Quality function with responsibilities that included supporting various business units within GE Capital Indonesia in making business improvement to achieve GE Capital standard performance as Six Sigma Organization. It was a great learning organization and she was able to excel in the Six Sigma Tools Proficiency Exam conducted by GE Capital and carried out numerous Six Sigma Projects that obtained management recognition.
In 2003, she joined HSBC and primarily involved in quality functional area. She took up the post of Quality Service Manager in its Personal Financial Service Division and was assigned as head of HSBC credit card call center/customer service. Main responsibility includes day-to-day quality service management of the bank’s call center. While attached to HSBC, she was given up-skilling courses in the following areas: basic marketing for FMCP, Six Sigma/12 step DMAIC, and facilitative leadership skill, and public speaking.
KC Wan is presently the Financial Controller of Brandt International Group of Companies, overseeing the entire financial aspect of all the companies within the Group. Prior joining the companies, he has acquired over 17 years of diverse experience in the field of timeshare and hospitality industry holding senior management position in two (2) most reputable timeshare companies in Malaysia with 8 sales branches span over in Malaysia. His involvement in various capacity in new start-up in the area of product development, IT infrastructure set up, overseeing the entire operation, marketing, financial management, tax planning and financial feasibility study have given him the considerable experience in his present roles.
