Catherine Pillay

Experience

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  Unics Technologies

  Jan 2004 - Oct 2005

  Bookkeeper

  •Managing company finances (Quickbooks)•Ordering and booking out of stock•Managing petty cash•Meet with new suppliers•Tender facilitation (Government)

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  Universal Database Marketing

  Nov 2005 - Feb 2007

  Telemarketer

  •Facilitated welcome calls and reiteration of products purchased by local and international clients•Data capturing all sales made for the previous day

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  Discovery Limited

  Mar 2007 - Sept 2019

  •Managing a team of 35 staff consisting of Team Leaders, Product Specialists, Systems Administrators, Reporting Analyst, Servicing Consultants and Administrators•Leads the team with ongoing mentoring, coaching and development to ensure required KPI’s are met. Also conduct recruitment and resource planning for the team•Design and implement a strategic business plan that expands company’s customer base •Manage Day-to-Day IT operations to ensure high service availability for a sales call center consisting of 300 people•Monitor performance and adherence to standard operating procedures and appropriate policies to ensure compliance and identify improvement initiatives•Provide process documentation for compliance audit purposes•Report on any business risks and manage the Risk register for the business unit•Internal and External stakeholder communication, engagement and reporting•Set KPI’s (Key Performance Indicators) and process measurements which manage the performance of the processes, highlight break points and opportunities•Initiate and drive infrastructure and application performance and availability initiatives•Responsible for Application Support, Incident Management and Monitoring, Problem Management, Release Management and DevOps testing in accordance to agreed Service Level Agreements and quality standards•Maintain and develop good working relationships with internal and external stakeholders •Manage and execute Disaster recovery plan for business continuity•Sign off of specs for system enhancements•Testing and Implementation of system enhancements•Develop and maintain SOP’s•Business reporting – Adhoc and daily monitoring of business production and system performance•Data analytics, trend analysis and executive reporting•Manage business processes and operational improvement Show less •Managing a team of 15 people consisting of Escalations consultants, Quality Auditors and Administrators•Acts as interface between IT and the department and supports Operations by broadcasting messages and alerts to them and initiating business continuity plans•Proactively monitors query drivers and continuous improvement processes to avoid future occurrences by overseeing the Quality Assurance conducted by their team on the front-line's queries•Continuously improves processes to reduce load and improve client experience by initiating change requests for the Design Engineering Lab (DEL) team•Collates reports and insights about routine client interactions and provides information for team performance and process improvements •Monitors exception reports with the aim of pro-actively identifying potential cases for investigation and correction•Manages day to day operations ensuring operational quality and delivery against SLA•Leads the team with ongoing mentoring, coaching and development. Also conducted recruitment and resource planning for the team•Conducted systems user acceptance testing from an operational perspective Show less •Conduct quality audits across critical business processes within Discovery to ensure IQS standards are adhered to•Conduct risk based audits in line with business rules, process protocols and guidelines, compliance, legislative and regulatory requirements•Provide error trend analysis and feedback reports (daily/weekly/monthly) on issues identified to ensure high quality is adhered to•Preparing DPMO assessment sheets and reports on audit findings for various departments and defining opportunities for processes or cases to be audited to provide feedback to business on audit findings•Understanding of the business rules and identify correct application of these when work is processed or when information is provided to clients to ensure compliance•Adhoc data analysis and reporting to ensure high quality levels•Understanding and applying compliance and legislative requirements within the product offering and business processes Show less •Facilitated welcome calls and reiteration of products purchased by Discovery members.•Responding to queries with outbound calls.•Responding in writing to members via fax, e-mail and letters on possible queries.•Keeps accurate statistics of all successful conservation.•Attends to requests from management and other departments on conserved members. •Ensures that current service level agreements are met. •Attends to general administration requirements of team.•Manage business conservation lead pool to ensure that work is properly processed within time•Pre–call planning to understand the needs of the client in order to ensure the best service is given to the client •Drafting comparative quotations against other insurers to retain clients•Preparing quotations according to the client’s specific needs to ensure that they are able to make payments•Do follow ups on clients to ensure all documents are in order •Meeting and exceeding business targets to achieve best possible outcomes for the business Show less

  • Operations Manager

    Jun 2012 - Sept 2019

  • Operations Team Leader

    Oct 2010 - May 2012

  • Quality Assurer

    Aug 2008 - Sept 2010

  • Retentions Consultant

    Mar 2007 - Aug 2008
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  Adviceworx

  Nov 2019 - now

  Regional Operations Manager - Gauteng