Melissa is currently the Vice President, CX Support & Excellence at Telecontinent. She specializes in providing strategic management and operations supports, particularly in the field of business process reengineering, process enhancement & improvement, quality management, internal operations audit, training and talent development, reporting and analytics.

She holds a degree in Business Administration (Hons.) Economics with Multimedia from MMU, and spent 20 years in the contact centre outsourcing industry. A Certified COPC Customer Experience Performance Leader in accordance with the COPC Customer Experience Standard, Release 6.2 & 7.0. She was part of the team from the company who helped with COPC Performance Improvement Criteria (PIC) accreditation & re-accreditation audit for a customer care program at MYNIC. She was also part of the winning team for the Operational Excellence in Contact Centre Award for 2 years consecutively in the GBS Asia Awards 2021 & 2022/2023.

Prior to joining Telecontinent, Melissa has joined and served with Genting Information Knowledge Enterprise Sdn Bhd and HSBC Electronic Data Processing (M) Sdn Bhd for more than 12 years in cross spectrum of contact centre operations, training & development, quality management, and leadership capacity.