Shazia Pillay

With 9 years of BPO experience across insurance, sales, customer service, and tech support, I bring a wealth of expertise in people management, performance coaching, compliance, and stakeholder relationship building. I excel in fostering positive work environments, driving team success through innovation, accountability, resource coordination, and delivering exceptional customer service.

• 120 Hour TFEL Certification
• NQF L4 Contact Centre Management Qualification
• NDIP Electrical Engineering Instrumentation (Pending Degree Completion)
• 1 x HPA for Best Team Leader of the quarter
• 1 x HPA for Overall Australia Team Leader of the quarter

With 9 years of BPO experience across various sectors, including insurance, sales, customer service, and tech support, I am confident in my ability to contribute effectively to your team. 

My extensive background in the UK insurance industry, coupled with my passion for creating positive work environments, makes me a strong candidate for this role. In my current role, I manage team leaders and agents, providing guidance, coaching, and performance management to ensure the team consistently meets and exceeds targets. I have managed up to 15 team leaders on-site in Durban and another site in Johannesburg.

Additionally, I oversee a complaints team that handles complex cases and Financial Ombudsman Service (FOS) cases, ensuring that all operations adhere to Financial Conduct Authority (FCA) regulations. My commitment to maintaining up-to-date knowledge of compliance requirements, implementing best practices, and conducting regular audits has been instrumental in my success. 

Throughout my career, I have worked with Australian, US, and UK clientele, building strong relationships with stakeholders and delivering exceptional customer service. I excel in handling inbound and outbound calls, resolving complex insurance queries efficiently, and driving team success through innovation, accountability, and resource coordination. 

My skills in people management, leadership, performance management, coaching, compliance, and stakeholder relationship building align well with the requirements of the position. I am enthusiastic about the opportunity to bring my expertise and positive attitude. I am confident that my background and skills will enable me to make a meaningful contribution to your team. I look forward to the possibility of discussing how my experience and abilities align with the goals of the company.

Thank you for considering my application.

Sincerely,

Shazia Pillay