Gratiano Yeung
Chief Customer Officer
Roojai Company Limited.
20+ years Contact Centre start-up and operation experience in Asia Pacific regions, more than 15+ years on lifestyles assistance service and insurance experience. Early this year, she’s been recognized as one of the TOP 25 Women Leaders in Financial Technology of Asia for 2020.
She is COPC®️ CSP Registered Coordinator, COPC®️ High Performance Management Techniques certified individual, ISO10002 Customer Satisfaction trained and certified individual. She joined Roojai in 2015 for the start-up and launched the operation in 2016.
Her expertise areas mainly focus on the best customer experience delivery and deploying customer engagement activities through Insurtech e.g. video car inspection and claims reporting via mobile app. She manages the Roojai Omni-channel contact centre with high level of customer satisfaction that NPS at 88% and 4.9 out of 5-Stars Service Rating. In the past few years, she solidly built the Roojai Award Winning Contact Centre:
• Contact Center Asia Pacific Innovation Award 2019 – Platinum Award
• The Best Contact Center of the Year 2019 (TCCTA Award 2019)
• The Best Contact Center of the Year 2018 (TCCTA Award 2018)
• The Best Social Media Contact Center (TCCTA Award 2017)