Kimberly Pillay
Johannesburg
Summary
Dynamic leader with a proven track record at Huge TNS, enhancing IT operations and customer satisfaction. Excelled in client relationship management and technical evaluations, significantly improving service delivery and operational efficiency. Skilled in Microsoft Office and effective communication, adept at driving technology advancements and team development.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Huge TNS
Johannesburg
04.2024 - Current
- Kept project teams on-task with proactive control of budgets, schedules and scopes.
- Procured IT resources for strategic and operational computing requirements.
- Developed and implemented system lifecycle methodologies to produce systems of high quality.
- Developed and maintained processes and technology roadmap to achieve business objectives.
- Analyzed workflows and established priorities for daily operations.
- Controlled operational IT budget and expenditures within department parameters.
- Managed backup, user account and helpdesk systems.
- Recommended hardware and software acquisitions to help users assess needs and justify equipment and services.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Evaluated organization's technology to recommend upgrades for hardware and software.
- Partnered with other departments within the organization to ensure smooth functioning of IT operations.
- Provided company users with tech support for IT problems and account maintenance.
- Researched new technologies and products available in the market which could be beneficial for the organization.
- Examined metrics and prepared IT project progress reports.
- Supervised lifecycle processes pertaining to IT framework.
- Developed and implemented IT operations policies, procedures, and standards.
- Participated in meetings with external stakeholders regarding IT projects or initiatives.
- Analyzed existing network infrastructure to identify areas needing improvement or upgrade.
- Monitored system performance, identified problems, and implemented corrective actions.
- Reviewed system logs regularly to identify potential issues before they become critical problems.
- Identified and acted on opportunities to improve and update software and systems.
- Planned server maintenance schedules and monitored compliance with established guidelines.
- Created detailed reports on IT operations activities and presented them to upper management.
- Developed training programs for end-users on usage of various software applications or systems.
- Developed project metrics to follow system build-out progress.
- Ensured that all necessary backups were completed according to company policy.
- Recruited, trained and supervised IT department staff.
- Contact Person: Matthew Venkatesan 07902264022
National Sales Co-Ordinator
Huge TNS
10.2023 - 03.2024
- Maintained and organized customer database of over [15000] clients nationwide.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Communicated product quality and market comparisons by creating sales presentations.
- Managed accounts to retain existing relationships and grow share of business.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Prepared sales presentations for clients showing success and credibility of products.
- Organized promotional events and interacted with community to increase sales volume.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Implemented systems and procedures to increase sales.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Contact Person: Matthew Venkatesan/07902264022
Customer Service Manager
Huge TNS
11.2021 - 09.2023
- Introduced higher standards for customer service and increased efficiency by streamlining operations
- Trouble shooting / fault finding - remotely/Operations from Applications to Activation
- Administration - input into Hive / Excel work planner
- Operations- Changes to contracts/Sim Swops/Data Router Inquiries/Client Call inquiries
- Completed special projects by using effective decision making, critical thinking and time management skills
- Developed and offered unique discount options to drive interest in new product lines.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Followed through with client requests to resolve problems.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Contact: Ritesh Bansi 0116036223/0734328522
Marketing Manager
Asher Daniel Inc (Specsavers/Execuspecs)
01.2021 - 10.2021
- Marketing 7 Franchises
- Administration
- Customer Services
- Increasing Turnover-Store BI Reports
- Contact: Varshen karien 064 651 3121
Marketing/Sales Manager
Kirk and Partners Inc
02.2015 - 12.2020
- Calico Data Capturing
- Managing store BI reports and increasing turnover
- Practice Management
- Staff training; Sales and System Training; Product Training
- Creditors and debtors
- Customer Service management
- Stock Control and Buying
- Contact: Glenn Nugent 0315632108/0836613362
Education
Bachelor Of Commerce Management & Marketing - Business Administration And Management
Boston City Campus
Durban01-2019
Skills
- Customer Services
- Marketing
- Sales
- Creativity
- Data Analysis
- Microsoft Office
- Incident management
- Technical acumen
- Proficient in Cisco Meraki
- Process flow validations
- Training and coaching
- Effective listening and communication
- Client relationship management
- Incident investigation
- Technology evaluations
- Service order flow
- Service desk oversight
- ITIL framework
Languages
- English
- Afrikaans
Certification
- ITIL 4
Timeline
Service Delivery Manager
Huge TNS
04.2024 - Current
National Sales Co-Ordinator
Huge TNS
10.2023 - 03.2024
Customer Service Manager
Huge TNS
11.2021 - 09.2023
Marketing Manager
Asher Daniel Inc (Specsavers/Execuspecs)
01.2021 - 10.2021
Marketing/Sales Manager
Kirk and Partners Inc
02.2015 - 12.2020
- ITIL 4
Bachelor Of Commerce Management & Marketing - Business Administration And Management
Boston City Campus
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