Anila Pillay
Melbourne,VIC
Summary
Dynamic Customer Service leader in the Mobile and Telecommunication field with a track record at enhancing customer satisfaction and driving sales through exceptional communication and financial management skills. Leveraged strong leadership and organisational abilities to exceed performance targets. Expert in customer needs analysis and financial oversight, committed to delivering top-notch service and results.
Overview
23
23
years of professional experience
Work History
Teaching Assistant
ANZUK
Victoria, Melbourne
05.2024 - Current
- Provided individualised and small group support to reinforce classroom topics and promote student learning.
- Provided one-on-one support to students requiring additional assistance.
- Created and maintained a safe and engaging learning environment for all students.
- Supported classroom teacher in managing a diverse classroom of students.
- Worked one-on-one with special needs students to help navigate through school challenges.
- Coordinated with teachers to identify and support students with special needs.
- Implemented classroom rules and procedures to maintain discipline and order.
- Supervised students in the classroom, cafeteria, hallways and playgrounds.
Online English Teacher
The Really Great Teaching Company
Durban, Durban
01.2022 - 07.2023
- Created exciting lessons on course material to educate and engage students in classroom.
- Coached students, offering one-on-one tutoring to improve linguistics and pronunciation.
- Evaluated and documented student learning and growth.
- Repeated key lesson information to teach grammar and help students grasp concepts.
- Customised instructional plans to meet individual student skill level and learning style.
- Evaluated student work using rubrics to ensure quality standards were met.
- Documented all interactions with students in order to track their progress over time.
- Used pre-selected lesson plans to instruct students in English conversation and grammar.
Student Services Manager
MANCOSA
Durban, Durban
03.2020 - 10.2020
- Coordinated communication between faculty, staff, parents and guardians, and students as needed.
- Developed and implemented student support plans to ensure successful academic outcomes.
- Improved measurements, performance metrics and overall student success by defining and articulating learning outcomes.
- Established relationships with outside organizations that provided additional support for students.
- Facilitated training sessions for staff members on topics such as diversity awareness or conflict resolution skills.
- Managed day-to-day operations within the Student Services department.
- Drafted reports summarizing data collected from surveys administered by the Student Services department.
- Implemented policies, procedures and programs to carry out educational standards and goals.
Floor Manager
PERX
Durban, Durban
02.2019 - 02.2020
- Overall management of a Telkom Direct store from a front end perspective
- Responsible for ensuring customer service, managing employees, enforcing company policies and procedures, taking care of various administrative tasks and store sales/profitability
- Select, train & motivate the outsourced PERX sales agents in the store that strives on excellence to achieve the required standards in all areas
- Ensure the teams are fully trained, competent in customer service & product knowledge to project a competent, efficient & customer orientated image
- Daily NPS reports drawn, investigate low customer ratings and customer complaints via social media platforms
- Monitor sales performance versus targets
- Verifying documents on VDOCs and issuing out of devices to agents
- Mentoring and Coaching of staff
Customer Service Manager
Telkom SA (PTY) LTD
09.2007 - 01.2016
- Overall management of a Telkom Direct store as a commercial business entity
- Responsible for ensuring customer service, managing employees, enforcing company regulations, taking care of various administrative tasks and store sales/profitability
- Analyse and report sales and customer rating data, and co-ordinate merchandise management
- Drive a Customer-Centric culture by following up on NPS and social media complaints
- Select, train & motivate the operations team that strives on excellence to achieve the required standards in all areas
- Ensure the teams are fully trained, competent in customer service & product knowledge to project a competent, efficient & customer orientated image
- Daily NPS reports drawn, investigate low customer ratings and customer complaints via social media platforms
- Ensure stockholding levels are in line with merchandising plans & with sales performance
Customer Service and Sales Consultant
Telkom SA (PTY) LTD
11.2001 - 08.2007
- Extensive sales of mobile and fixed products
- Processing of Customer application for fixed and mobile contracts
- Credit vetting of all customer applications and liaising with credit management
- Resetting of customer’s internet passwords and assisting in self installations
- Logging customer account disputes and cases which are assigned to the back office
- Escalation of customer complaints to the relevant sections
- Investigation of shortages and surpluses
- Marketing and display of all devices both cellular and fixed
Education
Post-Graduate Certificate - Education
IIE Varsity College
South Africa05-2024
BA - English, Psychology
University of South Africa
01.2005
Skills
- Great communication
- Organizational skills
- Financial skills
- People skills
- Motivator
- Strong Leadership
- Customer Focused
- Customer Needs Analysis
- Financial Management
- Excellent Interpersonal Skills
- Sales Driven
- Professional experience
Professional Highlights
- Opening the First Mobile Megastore.
- Being Voted the Top Store in the South Coast Area for Best Customer Service provided, voted by the readers of the Caxton Newspaper.
- Nominated for a Female Development Leadership programme by Senior Management.
- Awards for Most Improved Branch Manager and highest branch NPS customer satisfaction rating award.
- Numerous accolades for high customer service ratings awarded by the Area Manager.
Timeline
Teaching Assistant
ANZUK
05.2024 - Current
Online English Teacher
The Really Great Teaching Company
01.2022 - 07.2023
Student Services Manager
MANCOSA
03.2020 - 10.2020
Floor Manager
PERX
02.2019 - 02.2020
Customer Service Manager
Telkom SA (PTY) LTD
09.2007 - 01.2016
Customer Service and Sales Consultant
Telkom SA (PTY) LTD
11.2001 - 08.2007
Post-Graduate Certificate - Education
IIE Varsity College
BA - English, Psychology
University of South Africa
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