Yushen Pillay

Experienced and goal-oriented professional with a strong background in customer retention, customer success, team leadership, technical support, and operations management. Proven track record of exceeding performance targets and delivering exceptional service in fast-paced environments. Demonstrates excellent problem-solving abilities, leadership skills, and a commitment to driving business growth and customer loyalty.

Back Office Billing Senior Associate - WNS - Cape Town, WC

(2025-10)

• Managed back-office operations and ensured accurate processing of documents and billing.

Customer Retentions Advisor - Amplify5 (Smartest Energy Business)

(2024-06 - 2025-08)

• Service and maintain an existing business database using the AIS system.
• Manage business-to-business renewals for electricity and gas contracts in the UK.
• Provide quotations and set appointments for contract renewals.
• Maintain and service over 500 businesses, ensuring high customer retention.
• Consistently ranked #1 in sales with over 70 renewals per month (target: 40).
• Achieved 100% quality assurance (QA) on all calls and maintained perfect attendance.
• Ranked #1 for 5-star Trust Pilot & Google reviews within the company.

Team Leader / Manager - Value Serve / We Dial

(2020-04 - 2023-12)

Reason for leaving: Relocated to Cape Town.

• Managed a high-performing team, ensuring adherence to operational and budgetary goals.
• Developed and implemented quality assurance protocols to optimize team efficiency.
• Recruited, trained, and coached staff to meet company standards and targets.
• Collaborated with upper management to contribute to strategic plans and business reviews.
• Oversaw financial operations, including accounts payable/receivable and budget management.
• Led the contact centre in achieving KPIs and consistently delivered exceptional customer service.

Senior Account Manager / Retention Agent - Irise Miles

(2017-10 - 2020-03)

Contract position. Reason for leaving: Company liquidation.

• Managed over 700 client accounts across multiple CRMs for clients in the USA.
• Specialized in online advertising, Bitcoin, Forex, commodities, and banner advertising.
• Consistently ranked in the top 3 agents, achieving monthly sales targets of $100,000 (target: $45,000).
• Retained clients by addressing complaints and implementing effective retention strategies.

Security Technician - Ballid Security

(2017-04 - 2017-10)

Contract position. Reason for leaving: Contract ended due to reduced workload.

• Installed and maintained security systems, including burglar alarms, CCTV cameras, gate motors, and access control.

Receptionist / Admin - Lister & Lister Attorneys

(2016-06 - 2016-11)

Reason for leaving: Maternity leave cover.

• Managed legal document deliveries and switchboard operations.
• Handled payments and receipts and assisted with general office administration.

Debt Collection Clerk - Sjohns & Associates

(2015-08 - 2016-05)

Reason for leaving: Contract ended.

• Collected outstanding debts for clients such as Markham, Truworths, and Identity.

Job Card Clerk - eThekwini Cold Storage

(2015-04 - 2015-05)

Seasonal position.

• Managed job card data and coordinated shipments.
• Worked closely with the finance department and updated the job card database.

Admin Clerk - Time Freight (Durban & Pietermaritzburg)

(2012-01 - 2014-11)

Reason for leaving: Relocated to Durban after personal loss.

• Managed invoicing, waybill processing, and logistics operations (dispatch, receiving, parcel management).
• Operated forklifts and assisted with tachometer sorting.

Admin Clerk / IT Assistant / Technician - Midlands Medical Centre

(2011-03 - 2012-01)

• Handled administrative duties and maintained medical equipment.
• Managed stock control and assisted with patient billing and debtor management.

Procurement Officer - Trafalgar Logistics / Tranne Hauliers

(2008-01 - 2010-01)

Reason for leaving: Retrenched due to company liquidation.

• Managed procurement of truck spares and sourced cost-effective suppliers.
• Oversaw the workshop, handled exports, and ensured compliance with customs regulations.

Diploma - Computer Technical Support & Systems Maintenance (CTS) - ICESA City Campus (2004 - 2005)

Certificate - Public Relations - Universal College Outcomes (UCO) (2006 - 2006)

Short Course - Computer Clerk (2006 - 2006)

Certificate - Small Business Management - Oxbridge Academy (2025 - 2025)

Certificate - Trainer Certificate - WNS (2025 - 2025)

Certificate - Lean Six Sigma Basics Programme - WNS (2026 - 2026)