PUGERN PILLAY

811**********

Durban, KwaZulu-Natal 4068

adg4qm@r.postjobfree.com

081*******

• Call Center Management.

• Campaign & Collections Strategies development

• Operations and risk Management functionalities.

Willing to relocate: Anywhere

Call Center Manager

Transaction Capital Recoveries - Durban, KwaZulu-Natal January 2013 to September 2020

Operational Management:

• Keeping informed about client’s industry, International and national economic trends

• Communicating and advising Business unit regarding the divisional collection strategy

• Implementing and providing support to employees to ensure collection strategy is executed with appropriate knowledge

• Analyzing business trends and best practice to improve the effectiveness of the branch

• Reporting on operational and qualitative performance measures to various stakeholders Quality Assurance:

• Understanding and implementing collections strategies and liaise with relevant support departments to formulate action plans to improve quality

• Ensuring branch meets predefined divisional quality standards

• Advising managers on quality deviations to address areas of concern Compliance:

• Ensuring regulatory compliance is adhered to

• Ensuring health and safety procedures are adhered to

• Ensuring management of the branch security

• Maintaining compliance and consistent application of company code of conduct, policies and procedures

• Ensuring credibility of external vendors and manage the SLA’s Administration:

• Interpreting and analyzing quantitative and qualitative data for operational reporting, planning and action

• Compiling detailed MIS reports

• Accountable for branch capacity

• Controlling branch expense budget

WORK EXPERIENCE

• Managing general branch “house-keeping” including but not limited to sufficient diesel for generators and the testing thereof, lights, carpets and other general maintenance requirements Performance Management:

• Conducting performance evaluations and provide constructive feedback to direct reports

• Ensuring implementation of performance management throughout the division

• Accountable for development and training for direct reports

• Managing agreed performance standards and compiling comprehensive action plans for implementation

• People Management:

• Identify, develop and accelerate Team Manager/ Team Leaders into Hi- Potential leaders.

• Develop and articulate and Employee Value Proposition.

• Deploy bespoke retention and development plans for key employees

• o Identify & develop remediation plans to address people issues.

• Remain below agreed attrition thresholds.

• Accountable for the recruitment needs of the division by identifying vacancies and following correct procedures in ensuring vacancies are filled.

• Accountable for employee skills gap analysis and training needs.

• Educating employees on company code of conduct.

• Creating a work environment that facilitates a high-performance culture.

• Developing strong team co-operation and clear direction.

• Conducting capacity planning.

• Encouraging regular attendance by employees through coaching and enforcing appropriate business ethics

• Providing appropriate encouragement and support to assist employees in achieving personal performance goals.

• Accountable for leave management.

• Reviewing and managing leave reports identify and rectify exceptions. Call Centre Agent

Absa Group Limited - Durban, KwaZulu-Natal

February 2008 to December 2012

• Responsible for collections on outstanding Personal Loan debt.

• Account Restructures.

• Administration.

• Pre- Legal duties.

Customer Service Agent

VILOCITI CALL CENTRE - Durban, KwaZulu-Natal

November 2007 to February 2008

• In bound cellular customer care queries.

• Technical assistance

• Data queries including 3G, Roaming, GPS & internet

• Assisting with online queries

• Billing queries

• Processing of statements to be sent to clients on request

• Daily administration

• Suspension and reactivation of service's

• Loading of SMS, data & airtime bundles

• Logging of complaints on system

• Following up of repair status

• Blocking and unblocking of sim

• Load airtime via serial number of vouchers

• Changing type of contracts

• Tariff migration

• Mobile number porting

Legal Recoveries Agent

R L DALY ATTORNEYS - Durban, KwaZulu-Natal

July 2006 to November 2007

• Responsible for the periodic collections on outstanding Standard bank credit card debt.

• General Administration.

Research consultant

Research International - Durban, KwaZulu-Natal

February 2004 to July 2006

• Product use research on a face to face basis with clients.

• Major research done on Internet and Tabaco products. Sales Consultant

Tresso trading - Durban, KwaZulu-Natal

July 2004 to December 2004

• cold call marketing of Vacation Products.

Bar tender

Loudfire party & events co - Durban, KwaZulu-Natal August 2002 to November 2004

• Bar tendering and catering at Large scale events. High School (matric)

Earlington Secondary School - Durban, KwaZulu-Natal 1995 to 1999

• CREDIT& RISK MANAGEMENT (10+ years)

• DEBT COLLECTIONS STRATEGIES & IMPLIMENTATION. (10+ years)

• OPERATIONAL & PEOPLE MANAGEMENT (8 years)

EDUCATION

SKILLS

https://www.linkedin.com/in/pugern-pillay-b2a3b0127 PORTFOLIO MANAGER OF THE YEAR

November 2016

Award based on a National level.

Technical Competencies

• Good tactical insights into Campaign & Dialer Management frameworks to facilitate operational execution

• Ability to champion challenge collection and recovery operational processes

• The ability to tactically link Risk collection and recovery strategies into an operational execution framework

• Good understanding of productivity and capacity management outcomes to support an unsecured collection and recovery environment

• Excellent verbal and written communication skills

• Stakeholder engagement (internal and external)

• Project management / project implementation

• Microsoft office, especially Excel

• A good working knowledge of and comprehension of compliance standards in terms of:

• National Credit Act

• Debt Collectors Act

• Consumer Protection Act

Behavioral Competencies

• Analytical

• Business Acumen [ability to make sound decisions]

• Strategic Thinker

• Leadership in line with the company’s leadership values

• Self-Starter

• Influencer

• Strong leadership capability in the context of managing a large, diverse team

• Problem solver

• Results/action orientated

• Emotional intelligence

LINKS

AWARDS

ADDITIONAL INFORMATION

• Interpersonal skills

• Demonstrate high ethical values

• Ability and agility to absorb work related deadlines

• Takes calculated risks on the basis of adequate information and analysis

• Identify talent and develop successors

Contact this candidate