Nicole Pillay

Experience

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  United Parcel Services

  Jan 2006 - Oct 2007

  Import & Export clerk /Customer Service

  Internationally renowned Import and Export Company, working closely with a number of countries to ensure 100% customer satisfaction on parcel and document delivery. Worked with customs officers from different countries for vat and customs clearance procedures as well as inspecting invoices for correct valuesKey Achievements:Following up with international queries regarding parcelsMaking sure all customs documents are filled out correctly to speed up clearance process for customers.Liaising between customers and customs Keeping track records of problem shipmentsGeneral Admin, Customer service queriesInbound and Outbound Calls Show less

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  The Listening Company, Richmond TW9

  Jan 2008 - Dec 2008

  Team Leader / Customer service

  The Listening Company is an outsourcing call centre that has several huge accounts which include SKY television, O2, Toyota, British gas and many more to mention.Key Achievements:Maintaining a constant sales record on campaignsInbound and outbound call handling Taking escalated customer calls regarding services and pricingCoaching and training new sales professionals with the expectations of future success for themselves as well as the companies.Working close with team manager on the sales floor.Monitoring agents performances weekly Show less

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  Bombay bicycle

  Jan 2009 - Sept 2010

  Call centre Manager / V8 Gourmet T

  Bombay bicycle is one of England's largest Indian take away/restaurants serving for over 20 years They have some very wealthy investors and Bollywood star Shilpa Chetty being one of the investors. Key Achievements:Opened up the call centre which was arranging the critical information required to set up the call centre, working closely with the IT Company to set up the programmes and phone systems.Managed 20 agents and 2 supervisorsCarrying out interviews and training for new staff , adding new employees onto the system, ensuring the agents hours was sent to our independent payroll companyEnsuring Payroll was done and submitted weeklyHandling high volume of calls on a daily basis(inbound / outbound)Sending start and end reports every night to the CEO's, which included sales figures for each dayHandling customer complaints, refunds, and escalated calls.Monitoring agents performance weeklyCarried out weekly incentives on calls taken individually and on there up selling Show less

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  TNT

  Oct 2010 - Apr 2015

  TNT Express International is a world leading courier and logistics company, with competitors as DHL & UPS, Sending millions of packages around the world. Key Achievements:o Plan, deliver, and implement strategic HR projects that serve to drive proactive and positive business improvement, employee engagement and overall organizational developmento Continuously evaluate and adapt current organizational systems, processes, procedures, culture, competencies, and related practices to identify gaps / flaws and recommend solutionso Maintain a full understanding of all strategic HR programs and provide guidance and support to applicable stakeholders i.e. Managers & HR Business Partners regarding assessment needs, leadership and management development, team development, engagement, recognition and cultureo Training management with SME’so Deliver training programmes & attend train the trainer programmeso Project management on all Discretionary Grant funding eg, Learnerships, Bursarieso Continuously Liase with the SETA, networking is keyo Submit WSP/ATR reporting o Employer association engagement o Monitor, record and improve opportunities for materials, contents and methodso Verify the transfer and retention of skills and knowledgeo Liaises and monitor external suppliers according to the performance criteriao Development and updating of training programmes o Plan events in co-operation with management and business requirementso Communicate training events timelyo Frequent Travel to ensure training is conducted o Manage training budget, cost spend and money received from the SETA Show less Express International is a world leading courier and logistics company, with competitors as DHL & UPS, Sending millions of packages around the world. Key Achievements:Manage and lead a team of 10 employeesCommunicate and monitor, clear individual performance objectives and service standardsMotivate and constantly drive each individual to reach KPI targetsCoach/De-Brief employees weekly on performance Call monitoring and call qualityMotivate and drive the team to achieve service level targets (statistic reports)Retrieving the necessary performance reports, submitting weekly and monthly reports to higher managementMotivating staff for monthly Commissions and incentivesDealing with African Countries to develop, train and coach to ensure TNT standards are reached throughout the countryTravelling to main depots CPT, DBN and PLZ to improve performanceRecruiting candidates for call centre positions with the respective HR representativeProcessing orders i.e. stationery via SAP Organising events within the CS DepartmentRegular one on one employee meetings and team meetingsAd hock duties i.e. Processing leave , sick leave, timesheets Show less

  • Skills Development Facilitator & Trainer

    Feb 2013 - Apr 2015

  • Call centre Frontline Team Leader Customer Services

    Oct 2010 - Jan 2013
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  Bytes Technology Group

  May 2015 - Feb 2018

  Training Manager

  I am responsible for overseeing the management and execution of training, learning and development programs in the organisation. I ensure successful integration of training and development programs so that employees can competently meet the business needs of the organisation.PRIMARY RESPONSIBILITIESImplement and monitor training programs within the organizationWSP /ATR submissions BBBEE / EEStrategic sessions with HR / Talent team to address business needs Facilitate management training, workshops and focus groups Create and update QMS policies for organisational structure Management of on boarding processIdentifying gaps in Talent Management and create and blend training solutions with subject matter experts to improve organisation performance Evaluate needs of company and plan training programs accordinglyConduct performance evaluations / KPI setting to achieve results Manage staff of classroom facilitators – 20 staff Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorised budgetsAssist with the development of strategic plansProject management of all talent, success planning, learning programmes, Learnerships etc Resource SchedulingRecruitment Performance management Oversea Assessment and Moderation Delivery Certification management SETA management and engagement Client ServicesReporting Show less

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  Self-employed

  Mar 2018 - now

  ODETDP Practitioner | Skills Development Facilitator

   Skills Development in Training & facilitation  Compiling & submission of WSP / ATR's with relevant SETA’s Skills Audit Analysis to identify training needs within organisations  Facilitation of Training Business operations departments training - customer service, call centre training, operations, drivers etc ) Coaching of groups or one on engagement to improve organisation and individual effectiveness Mentoring of individuals  Strategic Projects  Project Management  Management and training of Learnerships, Skills Programmes, Short courses  Accreditation  Seta Liaison – funded or non-funded programmes  Work readiness training for unemployed youth  Constituent Assessor Show less