Tarranova Pillay

Experience

• 

  Synergy Contact Centre

  Apr 2016 - Oct 2019

  As an IT Desktop Support Specialist, I provided timely technical assistance to users, addressing hardware, software, and network issues. I was responsible for diagnosing and resolving technical problems, installing and configuring operating systems and software, and performing regular system maintenance. I supported users with IT-related queries, maintained accurate records of support requests, and enforced security protocols. Additionally, I collaborated with IT team members and external vendors, offered remote support, and ensured high levels of customer satisfaction through professional and courteous service. Show less In my role as a Call Centre Specialist, I provided exceptional customer service by handling inbound and outbound calls, addressing inquiries, and resolving issues efficiently. I assisted customers with technical support, promoted and sold products, and ensured customer satisfaction. My responsibilities included maintaining accurate records, troubleshooting technical problems, and identifying sales opportunities. Additionally, I monitored and evaluated customer interactions for quality assurance, provided feedback to improve agent performance, and stayed updated with the latest product features. My skills in communication, problem-solving, and technical knowledge enabled me to excel in a fast-paced call center environment. Show less

  • Information Technology Desktop Support

    Jul 2017 - Oct 2019

  • Call Center Specialist

    Apr 2016 - Jun 2017
• 

  Nutun

  Oct 2019 - now

  I oversaw the daily operations of the IT delivery team, ensuring tasks were completed on time and in adherence to company policies. I managed resources efficiently to prevent unnecessary delays and engaged with clients to discuss business needs and identify IT opportunities for enhanced productivity. I improved team performance by providing regular feedback, coaching, and training opportunities. I facilitated cross-functional meetings to address challenges, share best practices, and strategize future growth plans.I reduced customer complaints by implementing proactive communication strategies and acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements. I coordinated efforts across multiple teams during peak periods or special events to optimize staffing levels and meet customer demand.I championed a customer-centric approach, consistently seeking client feedback to make improvements and enhance the delivery experience. I collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency. I managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.I established performance metrics to track progress towards goals, allowing for adjustments as needed to ensure success. I analyzed data from various sources to identify trends and areas for improvement within the IT department and mentored junior team members to develop their skills and advance within the organization. Show less

  • Head of IT Operations

    Nov 2023 - now

  • IT Manager

    Oct 2019 - Nov 2023