Starting his career in Telecontinent as a call agent, Ershan continues to remain intact and loyal to the company over the years. Growing gradually from a frontliner to a trainer and manager, he now sits as the Vice President, CX Operations & Client Advocacy. His achievement was recognized by Telecontinent whereby he was awarded the Best Employee of the Year, 2021. Over his time in Telecontinent, he has managed to gain various knowledge in various sectors such as telecommunications, healthcare, insurance, and broadcasting.

Ershan’s passion to the outsourcing industry and management of customer experience related programs is reflected in his certifications, including the latest acquired from COPC (Best Practises for Customer Experience Operation Release 7.0). In addition, his operational skills were recognised with his team winning Best Outbound Contact Centre at CCAM’s 2024 Industry Excellence Awards and GBS Asia Awards for Operational Excellence in year 2021 and 2022/2023. Additionally, Ershan also holds basic insurance certifications for Takaful, investment link and general insurance.

Ershan’s critical thinking has become a leading factor in the growth of process knowledge and enhancements for multiple projects in Telecontinent. His passion and excellent interpersonal skills have also contributed to organic leaders being developed within the organization. Prior to his journey in the contact centre industry, Ershan was very much attached to the insurance industry compromising of underwriting, sales, and training.