Head of Asia Customer Support Operations, in the Global Customer Success team, Darshini is focused on leading the customer support teams across Asia that comprises teams in North Asia (Japan and Korea), China, Hong Kong, Taiwan, SEA (Malaysia and Singapore) and India. With Agile knowledge and Design Thinking, Darshini is focused on an outside-in approach, through the lens of the customer, to understand customer pain points and change this to enable great, memorable customer experiences.
Upon graduating from Monash University in Australia with an Electrical and Computer Engineering degree, she worked on 2 mega projects in Malaysia, the iconic twin towers, KLCC and the Kuala Lumpur International Airport. Darshini specialised in Radar Technology and Air Traffic Management Systems for 10 years. She transitioned over 15 years ago to leading customer-focused teams in the service delivery, financial and e-commerce industries. A Gold Award winner of the Contact Center Awards in Malaysia for under 100 seats, her passion lies in driving exceptional customer experiences by making things more humane for humans! Her focus is on all facets of customer support operations including people leadership and development, process optimisation, quality programs and driving NPS.
Darshini enjoys travelling and experiencing different cultures and food, and meeting people. She incorporates these local experiences into building unique touches and techniques to enable greater customer experiences in the region.