Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Hi, I’m

Keresha Pillay

Senior Customer And Retentions Manager
Westville,KZN
Keresha Pillay

Summary

Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with a keen focus on achieving results. Adept at navigating complex challenges, fostering a culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams. Recognized for exceptional leadership, having earned the Leadership Award five times over a ten-year career, reflecting consistent excellence in team development, strategic execution, and impact at scale.

Overview

11
years of professional experience

Work History

The Unlimited

Customer Service & Retentions Senior Manager
12.2021 - 07.2025

Job overview

  • 3 Team Leaders
  • 45 Agents
  • Managing projects from conception to completion
  • Developing and implementing Retentions strategies
  • Growing and developing leadership in the team
  • Managing the relationship between QA and Customer
  • Testing, enhancing and reporting on the success of the campaigns
  • Realtime feedback on the efficiency of CRM and dialer
  • Training and development within the departments.
  • Responsible for improving Debicheck within the Department
  • Managing Price Increase execution team (Effectively priced increased 100kcustomers with an analogue campaign)
  • Working with Payroll and HR to ensure that take-ons/ dismissals and salaries are processed on time.
  • Ensuring team is geared up for Debit run peak times
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked well in a team setting, providing support and guidance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

The Unlimited Customer Loyalty

Senior manager
09.2018 - 11.2021

Job overview

  • 10 Team leaders
  • 147 Agents
  • Primary Responsibilities
  • Delivering on KPI’s and meeting objectives set out by the business
  • Developing strategy around reducing customer churn
  • Leadership development
  • Coaching
  • Product innovation to add value to both new and existing customers
  • Testing of automation
  • Analyzing data to identify customer trends in both collections and their buying propensity

The Unlimited Cross Sell Department

Manager
08.2017 - 08.2018

Job overview

  • 2 Team leaders
  • 32 Agents
  • Primary Responsibilities
  • Overseeing of 3 teams
  • Ensuring KPIs achieved monthly
  • Cross selling customers who have one primary full priced policy
  • Product innovation
  • Assisting older clients with claims process
  • Delivering excellent customer experience

The Unlimited

Assistant Manager
06.2016 - 08.2017

Job overview

  • 4 Team leaders
  • 36 Agents
  • Primary Responsibilities
  • Leading the Retentions Specialist Team
  • Focusing on retaining customers who want to cancel
  • Developing tools to further help in retaining existing customers, developed a 3 month free programme to assist customers who could not afford to keep their policies, only applicable to customers who were with the company for 6 months and longer.
  • Designing a remuneration structure to maximize agent retention expertise
  • Identifying efficiencies to achieving the agreed upon SLAS .Testing new dialer systems, implementation of new systems
  • Daily deliberate actions around identifying the customer experience after contact with a retentions agent, on social media platforms.
  • Forecasting the cancellations report and presenting at executive level
  • Forecasting of retentions for the month and presenting at executive level
  • Business casing for additional head count during peak periods

The Unlimited Lock In Department

Senior Team leader
04.2015 - 05.2016

Job overview

  • 8 team leaders
  • Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
  • Conducted team member meetings and updated members on best practices and continuing expectations.
  • Drove revenue growth by establishing strategic partnerships and identifying new business opportunities.
  • Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
  • Championed a culture of continuous learning, fostering an environment conducive to professional growth and development.
  • Oversaw the successful execution of multiple projects by effectively managing risks and addressing potential issues proactively.
  • Established clear performance metrics, monitoring progress routinely against set objectives for optimal results.
  • Mentored junior team members, providing guidance and support to enhance their career progression.

The Unlimited

Team Leader
11.2014 - 04.2015

Job overview

  • 20 Agents
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Assisted in recruitment to build team of top performers.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.

The Unlimited

Telesales consultant
05.2014 - 11.2014

Job overview

  • Contributed to a positive work environment by fostering strong teamwork and maintaining open lines of communication with colleagues.
  • Assisted in the training of new hires, sharing knowledge on company products, services, and telesales best practices.
  • Handled objections professionally during calls while remaining focused on identifying win-win solutions for both parties.
  • Maintained accurate records of customer interactions using CRM software for improved tracking and follow-up activities.
  • Demonstrated resilience and persistence in overcoming challenges, maintaining a positive attitude and unwavering commitment to achieving sales targets.
  • Strengthened customer relationships through consistent follow-ups and attentive listening skills.
  • Streamlined call handling processes for increased efficiency, resulting in reduced wait times and higher customer satisfaction ratings.

Education

Inseta
Durban, South Africa

NQFL 5 from Wealth Management
04.2001

University Overview

Inseta
Durban, South Africa

NQFL 5 from General Management
04.2001

University Overview

Skills

Strategic planning

Accomplishments

Accomplishments

    Won the leadership award 5 times

Software

Dynamics 365

Jira

Genesys

Timeline

Customer Service & Retentions Senior Manager
The Unlimited
12.2021 - 07.2025
Senior manager
The Unlimited Customer Loyalty
09.2018 - 11.2021
Manager
The Unlimited Cross Sell Department
08.2017 - 08.2018
Assistant Manager
The Unlimited
06.2016 - 08.2017
Senior Team leader
The Unlimited Lock In Department
04.2015 - 05.2016
Team Leader
The Unlimited
11.2014 - 04.2015
Telesales consultant
The Unlimited
05.2014 - 11.2014
Inseta
NQFL 5 from Wealth Management
04.2001
Inseta
NQFL 5 from General Management
04.2001

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Keresha PillaySenior Customer And Retentions Manager