Manager Call Centre
Resume:
Pearl Pillay
Curriculum Vitae
ID: 761**********
Address: ** ****** *** ****** ****
Contact: 084******* *************@*****.***
I have taken time off from my previous position, after working for 20 years, as my family required my Immediate supervision and intervention, especially in establishing a strong framework for their academics, building morals and principles for which my children could apply in daily living.
I have reached the point where my family is now fully proficient in delivering their requirements and responsibilities and therefore would like to return to the Corporate world and exercise this strong desire to once again achieve excellence in the workplace.
My passion for Office Administration emanates from my nature to reach perfection and work with a very high level of attention to detail, besides the fact that I am truly proficient in multi- tasking with an acumen of high quality in all I accomplish. I am a loyal self-starter and excel at inventory Management, Administrative Support, Reporting and Planning, whereby I am also deeply familiar with Microsoft Excel, Word and PowerPoint and learn extremely quick in different environments. I do hope that you would consider my application favourably, as I best apply my skills to the actual situation or task at hand. Employment Profile
Organisation Position Held Period Employed & Address Home Choice Operations Administrator 2006 - 2016
Description:
Provides administrative support to the call center and customer service operations. Responsibilities:
• Call centre daily, weekly, monthly statistic and performance reporting to the business
• Resolving minor system/pc issues with call centre agents
• Logging of system and call centre issues with IT.
• Assisting in maintaining call centre Service Level Agreements
• Assisting with company Petty cash requests
• Withdrawals and reconciling of call centre cheque requests for incentives, overtime, meal allowances, team buildings, gift buying and events.
• Buying of call centre incentives and gifts.
• Setting up of incentives and events calendars.
• Events planning for team buildings, awards ceremonies and social events.
• Raising of Purchase orders for Call centre requirements.
• Bookings of meetings, training and briefings for staff.
• Setting up of shift and break time rosters
• Setting up of new employees – Update on the Employee traffic database, setup on pc’s, desks, headset orders, stationery requirements.
• Ordering of stationery and office furniture.
• Tracking and reporting of staff absenteeism and leave
• Monthly reporting of payroll, i.e. unpaid leave and overtime worked.
• Monthly checking and reporting of staff’s scanning reports against daily registers.
• Floor duty supervising and assisting of call centre staff. Achievements:
• Award for Administrator of the year
• Consistently achieved above 100% for Key Performance Areas. In- house training and proficient in:
• Microsoft Office - Word, Excel, PowerPoint and Outlook.
• Genesys and Avaya Telephony systems.
References:
• Willene Van Zyl 084******* Manager
• Sean McFarlane 071******* Manager
• Yvonne Pillay 082******* Senior Manager
Organisation Position Held Period Employed & Address Home Choice PTY Ltd Salvage Agent & Operational
Administrator
2001 - 2006
Description:
Salvage Agent, Back Office Operational Administrator, Data Capture, Call Centre Administration.
Responsibilities:
• Salvaging returned orders.
• Creating sales orders.
• Confirming orders placed by customers.
Back Office agent
• Confirming payment dates of Cash orders
Data capture
• Capturing of customers’ mail orders
• Call Centre Administration.
Organisation Position Held Period Employed & Address Over the Moon Retail Store
Cavendish Square
Store Manageress 1999 - 2001
Description:
The Store Manageress is responsible for the daily operational requirements of managing the store.
Responsibilities:
• Assisting customers with Sales.
• Stock taking and stock management
• Daily banking, Filing, cashing up.
• Setup of product window displays
• Management of four to six staff members.
• Responsible for achieving Sales and Turnover targets. Achievements
• Setup of Shop window display for an Easter competition and won the best display out of
+-200 shops.
Organisation Position Held Period Employed & Address Brahmans Restaurant
Muizenberg
Assistant Manageress 1995 - 1998
Description:
Assisting the Manager, The Restaurant Manager, whom was responsible for the daily operational requirements of managing the Restaurant.
Responsibilities:
• Bookings, Hosting and Assisting customers
• Setting up and managing of functions
• Stock taking and placing stock orders
• Managing staff rosters and shifts
Education Profile
Qualification Institution Period
National Senior Certificate Heathfield high school 1995 Basic Computing Dolphin Training 1998
Office Effectiveness EES-Siyakha June 2007
Many Thanks & Regards
Pearl Pillay
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