Head of Telesales and Retention
Maxis
Chew May is the current Head of Telesales and Retention in Maxis, where she has built a career over the past 13 years in the telecommunications industry with expertise in retail, telemarketing, and customer retention. She began her journey in Maxis as part of the Maxis Management Associate Programme (M-MAP) upon returning from her studies at University of Michigan, Ann Arbor, USA (B.Sc. in Psychology and Neuroscience). By immersing in the Maxis Management graduate programme, her leadership skills were fostered through a series of inter-divisional rotations in Online Sales and Service, IT Business Delivery, Customer Service (Contact Centre, Retail, and Social Media), and Project Management Office.
Her career highlights include transforming the Retail productivity where she spent 6 years and with her passion in dealing with customers and various internal stakeholders have transformed the retail experience for Maxis. She played a critical role in initiating the sales through service culture, introducing a new dealership strategy in the form of entrepreneurship programme, improving store productivity, expanding retail stores to reach out to more customers in underserved areas, pioneering Enterprise solutions sales in-store and through roadshows, and enhancing the stores’ look and feel that catered to higher efficiency and buying experience.
By transferring her retail channel management experience to Telesales and Retention departments since end of 2019, Chew May has successfully transformed Maxis Telesales into a key sales contributor channel in Postpaid, Broadband and many more value-added lifestyle products.
She played a pivotal role in Telesales and Retention especially during pandemic where there were heavy dependencies on data analytics to cater to the customers’ needs.
Always restless in leveraging technologies to simplify agents’ lives and improving customer experience, she has collaborated with data insights and IT teams to introduce Robotics Process Automation and Cloud platforms for the channel enhancements. One of her notable achievements was promoting a socially inclusive workforce within Telesales team in Maxis leveraging cloud and assistive technologies.
Chew May’s leadership in the Maxis Telesales team have earned her several accolades including winning the Gold awards in the Contact Centre Association of Malaysia (CCAM) awards such as 2023 Contact Centre Association of Malaysia’s Best Inhouse Outbound Contact Centre, 2022 Best Use of Data Analytics in Contact Centre, and 2022 Contact Centre World Asia Pacific’s Best Sales Campaign in Bali. Always striving to learn from the best and exchange knowledge with global industry players, Chew May has garnered valuable exposure from telecommunications companies in London and Madrid, and a renowned financial services company from India.
Recognised for her leadership and business acumen, she was selected to be part of the Future Leaders Programme under Global Institute for Tomorrow (GIFT) and a Transformational Leadership trainer in Maxis. Her dedication to inspire different groups of people has resulted in active participations in various talks including Women at Maxis’ panel session on particularly for women in the workplace such as ‘Factors influencing women’s career development and advancement’, Maxis Graduate Programme’s graduation panel session on career path in Maxis as a manager, Maxis International Women’s Day group mentoring session in collaboration with LeadWomen, and CX Digital Transformation in the Cloud event about experience on cloud technology.