Preneshan Pillay

Customer orientated manager, successful at troubleshooting and handling customer support issues in a timely manner. Energetic manager with strong time management skills who thrives in a fast-paced, dynamic environment. Dedicated customer service representative who provides exceptional customer service through active listening and problem solving. Call centre representative with expertise providing customer support in high call volume environments.

Exceptional computer aptitude and telephone etiquette. Customer service manager with more than 7 years of professional customer service and leadership experience. Customer service manager highly skilled in negotiating, instructing and supervising call centre representatives.

Customer service manager experienced with all facets of the hiring, training, coaching and development processes of call centre representatives. Hands-on customer service manager effective in motivating others to reach their optimum potential.

Responsibilities

• Evaluation, analysis, develops, implement & monitor software applications, processes, and strategies to provide effective solutions to create future management resources, by up skilling and cross skilling to aid in career development.
• Ensure that the Call Centre floor and its department are:
  • Meeting set targets. 
  • Individual team leaders achieve deliverables.
  • Developing individuals 
  • Productive: campaign output meets / exceeds client expectations
  • Monitor, develop, implement, and training and development structures. 
• Effectively utilise coaching, mentoring and performance management techniques to optimise service levels, as well as provide clarity and direction as to how individuals and departments contributes to business success. 
• Weekly and monthly business review report and meeting with client to ensure targets are met. Maintaining and building relationships to ensure client satisfaction and the highest level of productivity.
• Manage the performance and development of the agent population through performance management methodology, succession planning, and by means of mentorship programmes. 
• Manage 6 Team Managers, each with 12 agents, as well as 1 performance coach. Managing from both a business perspective including HR/IR, as well as from a humanitarian aspect.
• Collating data for weekly and monthly business calls with client.

Project management, specifically regarding new business and campaign expansion.

Sigma International (Eon Next Residential Utilities) Duration: 16 September 2021 – Current

Junior Operations Manager