MEET THE TEAM
Sandhya Le Grand
Chief Operating Officer
Sandhya brings experience from a number of other sectors into her role in market research data collection, recruitment and fieldwork. She was originally raised and educated in the UK where she graduated as an industrial chemist but decided to move to Australia instead. Whilst there, she took up roles within the financial services industry managing some of the country’s most challenging call centres over a 20 year period.
As a result, that call centre knowledge has proven invaluable to CDM Direct where Sandhya now holds the position of Chief Operating Officer, overseeing all operations. At the moment, Sandhya’s role at CDM Direct also includes management of data, coordinating data processing and programming resources within CDM Direct.
General Manager Australia
Mandy brings with her more than 17 years of management experience. She currently holds a double degree in marketing and media communications. Not to mention, she also has postgraduate qualifications in front line management and lead auditing of quality and management systems.
Mandy’s role is based heavily around client services and is very much results driven. She takes over the day to day operations of her campaigns. All the while making sure that our client is always kept up to date and informed. Besides, she’s well known for providing bespoke alternative solutions to her clients, that offers cost savings and quality outcomes.
Furthermore, she has built up an extensive portfolio of clients across all sectors and industries. She always provides valuable guidance and feedback before the campaign launches to help shape the scope of the project. This ensures the client’s objectives are met and their expectations exceeded, whilst always promoting clear and open lines of communication as well as around the clock support.
General Manager NZ
Kris Ram was previously raised in the Fiji islands and educated in New Zealand as a Mechanical Engineer specialising in Project Management. Since then, he has taken up roles within the education and manufacturing industry before moving into the Contact Centre, Market Research Data Collection and Omnichannel marketing space.
Then in 2011, he moved to the contact centre industry as a Team Leader working in the market research data collection department. Kris quickly excelled and got promoted as CDM Direct’s Operations Manager. After 2 years, he moved up the ladder to become CDM Direct’s Operation General Manager in New Zealand.
As the General Manager, Kris is responsible for building and managing relationships with clients, developing and implementing strategies for the betterment of projects and always be available to his clients’ request as you would expect from a reliable and dedicated business partner. In addition, Kris is a great leader and motivator who keeps his team in check and their eyes on the goal.
Operations Manager NZ
Naomi moved to New Zealand to complete her Bachelors in Education at the Auckland University of Technology. Whilst studying, Naomi worked part-time for TKW as a Market Research Interviewer. Eventually, she started recognising her own rapport building and professional manner. So, she joined CDM Direct to better utilise her customer service skills.
Despite her qualifications, Naomi had both flair and passion for providing exceptional customer service. She is diligent, has an excellent work ethic and a “can do” attitude together with an ability to think outside the box. As a result, she was promoted to Inbound Team Leader and shortly after as our Operations Manager in New Zealand.
Alicia is a driven Project Manager specialising in the customer service industry. She has a proven track record to successfully coordinate programs and complete projects that achieve objectives. To match that, she is also a resourceful problem solver with strong organisational skills and communication skills.
Prior to joining CDM Direct, Robinson had extensive experience in engineering, project management, accounting, and operations management for high-growth organisations in industries such as Aerospace and Defence, Construction, Oil and Gas, FMCG, and semiconductors. He is highly-skilled in formulating and implementing business plans and fiscal budgets. Among his other skills, he is also adept in reviewing and assessing processes, business cases and systems by providing recommendations that improve productivity, support decisions, and achieve goals and targets.
Currently, Robinson holds a Post Graduate Diploma in Electrical Engineering from the University of the Philippines, a Bachelor’s Degree in Engineering from the University of St. La Salle and a Cost Control Professional certificate from AACEI. With high determination, he plans to complete his Post Graduate Degree in Business Administration from the Auckland Institute of Studies by April 2019.
Originally from Rarotonga, Agnes moved to New Zealand where she worked in various call centres. In 2014, she joined CDM Direct as an inbound agent displaying her fantastic customer service skills. For that reason, she was quickly noticed and with her determination and excellent work ethic, Agnes was promoted to the Inbound Team Leader role. In this role, she leads by example and provides great support to the Operations Manager.
Connected Customer Journeys
Customer communication crosses many channels and platforms. Hence, it’s expected for businesses to be able to create a seamless customer journey as customers interact through different channels. Which is why our solutions offer full channel integration that allows your customers to have a frictionless movement between channels.
Better Customer Experience
Through our partnership with Watermelon, we have access to some of the world’s foremost experts at tracking the Voice of the Customer, in real time. Then, we take this information and turn it into tangible actions to improve your customer experience and put your business out in the forefront.
Simple Purchase Channels
Whether you’re looking to support your online store or eCommerce offering, or an approach that combines digital and outbound calling to generate high-quality B2B leads, CDM Direct has the expertise to ensure that your business becomes your customers’ first choice.
A Human Touch
We continuously look for new ways to bring the human touch to the digital realm. By using our comprehensive live chat solutions that can take a record of all the customers you should be reaching out to. With the data collected, our expert team will take that contact through to a result.
Nearshore Solutions & Benefits
Our offshore branch in New Zealand provides significant benefits to both cost and efficiency, without any culture gap. Ultimately we know, these points are going to make all the difference when representing your business.
Besides, employment costs including superannuation, payroll tax and workers compensation can amount to 17% in Australia, while in New Zealand they amount to just 3.8%. In dollar terms, a 200-FTE operation can save over AUD $1.5m by offshoring the service to New Zealand. This combined with the price of commercial space, a New Zealand average wage and a kiwis’ work efficiency being ranked in the top 10 on the globe, made the decision obvious.
In sum, we saw the benefits and take that opportunity to operate with our next door neighbours to provide you with only the best in Call Centre Solutions.
We’re able to adapt to a changing business landscape quickly and seamlessly.
Our people become your people, offering the highest standard of customer service to your customers.
We have over 25 years of experience working across a wide range of fields.
We’re experts at getting campaigns into field , and delivering, quickly.
We’ve made the investment in state of the art of technology so that you don’t have to.