Munirah Looi
Chief Executive Officer & Founder

Munirah is a graduate in MBA-HRM from University of Wales, UK and a graduate Diploma in Management with MIM. She is 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, telecommunication and leisure vacation & hospitality.

She has worked extensively throughout Asia, assisting clients to achieve a strategic focus towards being a customer centric organization. Her international exposure in driving an integrated efforts in the areas of Voice of Customers, Voice of Processes and Voice of Employees, has helped Companies in achieving high customer and employee satisfaction and loyalty index. In the course of these assignments, 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.

She is an experienced Facilitator, Human Performance Strategist, Service Quality Management & Change Management practitioner for the past 18 years having conducted numerous training and consulting assignments in CRM, Customer Service Management, Customer Experience Management and Organization Development assignments, both locally and overseas i.e. AP Region/Australia/USA/India/Europe.

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 Malaysia, with full responsibilities in managing the training and consulting businesses for the Region. 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

She is a sought after Speaker regionally, having spoken in numerous CRM and Contact Center Global Conferences in US, Australia, Europe & APAC region. She has been interviewed, featured & wrote various articles in major CRM magazines.

She was the elected President for CRM/Contact Center Association of Malaysia 2004/2005 and EXCO member of Institute of Marketing Malaysia (an affiliation to the World Marketing Association) for 2005.