Charan is the Head of Service Excellence at Daythree.  She manages strategic client partnerships and is responsible for overall operational excellence for Daythree’s delivery of Revenue Generation business process services.

A graduate from Business School & with over 20 years of experience in the CX industry, Charan has extensive experience in driving revenue growth for her clients with an ‘insights based & outcome driven’ approach. Charan found her calling in 1999 when she started her career in sales.  Her first role in the CX industry began in 2002 as a Front Desk Executive and shortly thereafter as Business Analyst for a Financial Institution (FI) project of 100 executives.  Her outstanding performance paved the way for her to provide support & leadership for 12 campaign managers and 300 executives, generating MYR26 million revenue per annum.

Joining a CX service provider in 2010, Charan was instrumental in streamlining their processes, managing project performances, and enhancing client relationship.  Her portfolio grew rapidly from managing 200 executives to over 400 executives for multiple FI clients.  She was promoted as Account Director, and with the support of 12 direct reports, Charan generated approximately MYR25 million per annum in revenue.  She won CCAM Gold Awards for Best Outsourced Outbound Contact Centre in 2011 and again 2013.

Starting with 70 executives when she joined Daythree in 2015, Charan doubled the size of her team within the first year.  She continued to grow the team to over 300 executives, generating over MYR16 million per annum in revenue.  Her dedication and commitment earned Daythree the 2016 GBS Iskandar Darul Takzim Award & subsequently the GBS Iskandar Avant-Garde Award in 2017 & 2018.  Charan also won Outsourcing Malaysia’s award for Best Contact Centre Account Manager in 2017.

Charan is an Executive Committee member of Contact Centre Association of Malaysia (CCAM), where she contributes her time to the industry by sharing her experience and expertise.  A doting mother, she loves experimenting with her cooking & making desserts in her leisure time.