Merilyn Pillay
@merilynpillay
Experienced contact centre team leader driving performance, coaching, and operational excellence.
South AfricaWhat I'm looking for
I am a dedicated contact centre team leader with extensive experience coaching teams, driving KPIs, and managing day-to-day operations across major campaigns.
Over the past decade I have progressed from frontline roles to leadership at organisations including CCI and Webhelp+Concentrix, launching Vodafone operations, resolving escalations, and winning a Team Leader of the Quarter award.
I focus on people development, performance improvement, and operational accuracy — mentoring individuals through one-to-one coaching, training, and targeted performance plans to lift results and foster a positive working environment.
Experience
Work history, roles, and key accomplishments
Team Leader
Webhelp
Dec 2022 - Present (2 years 10 months)
Led Vodafone campaign operations, became an early launch TL and expert in end-to-end operational deliverables; handled and resolved customer complaints and won TL of the quarter for performance improvements.
Team Leader
Call Centre International
Oct 2013 - Jul 2021 (7 years 9 months)
Managed day-to-day team activities, set targets and coached staff to meet KPIs, implemented training and one-on-one development to improve performance over an eight-year tenure.
Hostess
Delfino Logic
Aug 2013 - Aug 2013 (0 months)
Served as event hostess for a one-day medical conference, managing delegate reception, seating, microphone support, and collection of evaluation forms.
Online Language Tutor
TutorABC / iTutorGroup
Provided online language tutoring to adults and children (levels 1–12) in group and one-on-one formats, delivering structured lessons and progress support over three years.
CAOnline Tutor
Provided online English tutoring to learners in short-format sessions over an eight-month period, focusing on conversational skills and language confidence.
Online Tutor
Micro Language
Delivered one-on-one 25-minute online tutoring sessions to children over an eight-month period, focusing on language development and individualized learning.
Education
Degrees, certifications, and relevant coursework
Cyber.com Computer College
Certificate (short courses), Computer and Office Administration
Completed multiple short courses in computer fundamentals, office management, secretarial and business administration, and advanced Microsoft Office on 11 March 2013.
Newhaven Secondary
Grade 12 (Matric), Secondary Education
Completed Grade 12 with subjects including Mathematics, English, Life Sciences, History, Business Studies, Afrikaans, and Life Orientation in 2012.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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