Susan Pollock

Senior Vice President
Teleperformance

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Susan has 20 yearsˇ¦ experience working with leading brands to design and deploy strategies that deliver customer experiences that meet expectations and deliver brand and organizational objectives.

Working across industries including automotive, consumer goods, retail, travel, technology, and BFSI, solutions have managed customer interactions across the entire customer lifecycle. Using customer insight to drive strategy and the prioritization of roadmap for investment and transformation, solutions have enabled organisations to drive cost savings, improve customer experience and satisfaction as well as increase revenues and loyalty.

Susan has spent the majority of her career helping organisations transition to outsource models, leveraging the significant benefits this model can offer through end to end BPO capability, application of tools and technology including automation and deploying true omni-channel customer experiences. However within her career she has also managed contact centre operations as well as large outsourcing contracts focused on digital transformation objectives.

Susan is currently based in Hong Kong, as SVP Business Development Asia Pacific for Telepeformance. Her remit is to work with brands in region understand their customer experience objectives and how this can be delivered consistently and efficiently to evolving customer experience demands.

Susan is an active member of the Hong Kong Call Center Association and other industry bodies.