Byron J. Fernandez
Immediate Past President of the Call Centre Association of Malaysia (CCAM)
COPC Certified Implementation Leader
CIAC Certified Strategic Leader
Group CIO of TDCX, Executive Vice President for Malaysia and India
Byron has over 20 years of experience in the Contact Centre Industry leading and running renowned outsourcing providers in Malaysia, India, and the Philippines. Byron has had the distinction of being the President, Vice President and Secretary of the CCAM during his time with the association. He holds an MBA in Information Systems, as well as an Advanced Diploma in Computer Studies.
Today, Byron is the Group CIO of TDCX, a well-recognized and respected boutique CX provider, specializing in delivering superior Customer Experience to some of the worlds most recognized brand names. His expertise in verticals such as telecommunications, banking, insurance, FMCGs, technology and government contact centres make him ideally suited to the responsibility of leading over 3000 of TDCX Malaysia’s best people.
Prior to his career at TDCX, Byron led and managed the outsourcing contact centre business for a large Malaysia outsourcing provider with a footprint in Malaysia, India and Philippines. His experience covers strategic management, digital transformation, customer experience management, business development and people development honed over his 20 years of work in outsourcing.
Byron is committed to the development of the contact centre industry and presently serves in the capacities of:
- Founding Member of Contact Center Associations of Asia Pacific (CC-APAC) since 2019
- Advisor to and immediate past president of the Call Centre Association of Malaysia (CCAM)
- Recipient of the Career Achievement Award from CCAM
- Panel Judge of Contact Centre Awards in Asia for over ten years (China, Hong Kong, Singapore, Malaysia and Indonesia)
- Byron speaks at various events for Contact Centre development and in the development of young individuals through some of the local universities in Malaysia. He has spoken online via COPC and to aspiring young minds from INTI University, Taylor’s College and Multimedia University of Malaysia
- Byron has represented Malaysia, speaking at Contact Centre events all around Asia, Europe and has even participated in government level identification of business delivery as far away as Honduras in Central America
When not working, Byron rides motorcycles with a charitable motorcycle club (Helang Motorcycle Club of Malaysia) where he serves to plan out and execute community work mainly with orphans and the elderly in Malaysia and Thailand.