Hilary Estelle Marie
Grand Gaube
Summary
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Contact Centre Operations Manager
C-Care
07.2024 - Current
- Manage operations of the Centralised Contact Centre. Lead and coach contact centre teams, driving performance, training, and continuous improvement.
- Oversee telephony, GPS, and HIS systems; liaise with IT/vendors to optimise functionality and compliance.
- Ensure strict adherence to data protection regulations and organisational policies pertaining to the operations of the centralised contact centre
- Achieved SLA targets when it comes to service level, abandoned rate, call quality and website service level among other KPI
- Deliver monthly performance reports with qualitative/quantitative insights to BU stakeholders.
- Implement continuous improvement initiatives, RCA/CAPA, and policy updates to enhance efficiency and service quality.
Medical Contact Centre Lead
C-Care
02.2024 - 07.2024
- Manage the daily operations of Medical Contact Centre mainly with Ambulance Dispatch for C-Care
- Training of New joiners and current staff
- Liaise with Business units when it comes to ambulance dispatch
- Reporting on KPI for Medical Contact Centre with Business units
- Manage resolution of complaint regarding ambulance dispatch
- Development of internal tools to facilitate ambulance dispatch for agents
- Organising meetings with Management and Ambulance team to share update on KPIs
Business Partner - Continuum of Care
C-Care
08.2023 - 02.2024
- Assisted the Continuum of Care in projects
- Implementation and Launch of Medical Contact Centre
- Worked on Home Care development project at C-Care
- Audit of Ambulance
- Satisfaction Survey for Ambulance Transfers
- Drafting of detailed SOPs Policies and SLA for Medical Contact Centre with BUs
- Recruitment & Selection of Medical Contact Centre agent
Customer Success Lead
KazaCare
09.2021 - 08.2023
- Manage KazaCare hotline and other inbound requests
- Match the best Care Provider to the customer based on their needs and preferences
- Manage our day-to-day customer success operations & accounts
- Take ownership of customer issues and follow any problems through to resolution
- Conduct first visit at Customer's house to introduce care providers
- Recruit, mentor, train, and develop customer success agents and nurture an environment where they can excel through encouragement and empowerment
- Recruit and onboarding of Care Providers when our supply is low.
- Prepare invoice details for finance team to issue invoice
- Prepare proposal/quotation for new clients
- Prepare payroll information for payment of care providers.
Admissions Associate
ALC Mauritius
07.2020 - 09.2021
- Co-create application, pre-admission, post-admission and enrolment processes & strategies with admission team.
- Review applications of prospective students and provide them with their final admissions decision
- Map out engagement plan for prospective students from their application to their enrolment
- Organising & Hosting webinars & info session for Admitted students
- Creation of content for Help Articles on the application & enrolment process
- Assisting and Guiding prospective students following Bridging Programme.
Student Experience Coordinator
ALC Mauritius
11.2019 - 07.2020
- Work closely with admissions on admission and post-admission process
- Host Facebook Live Sessions on admission Process
- Interact with admitted students to assist them though their admission process via Zendesk, Emails, Whatsapp, Facebook and Phone Calls.
- Prepare Report on admitted students figures for each intake - Update information and pull reports from Salesforce
- Review of finance, application and English Proficiency of students
- Prepare drip campaign emails that should go to students regarding admission process
Student Recruitment Assistant
ALC Mauritius
04.2019 - 11.2019
- Work closely with members across student recruitment team
- Serve as ALU point of contact for queries & escalate recruitment advisors
- Participating in Enrolment event such as webinars and campus visits.
- Support expansion of number of target schools and colleges.
- Assisting Student Recruitment Lead in targeting, and contacting/liaising with identified schools and colleges in new geographic areas.
- Direct and Manage WhatsApp groups for prospective students
Junior HR Assistant
EcoVadis Mauritius Ltd
03.2018 - 04.2019
- Posting job adverts on various job boards
- Plan and carry out tests and inform candidates by mail
- Screening of CVs and phone interviews
- Face to Face Interview (Panel with HR Manager)
- Liaise with training institutions and plan training for employees
- On-boarding & Off-boarding of Employees
- Probation follow up for all offices
- Prepare internal letters
HR Intern
EcoVadis Mauritius Ltd
03.2017 - 03.2018
- Posting job adverts on various job boards
- Plan and carry out tests and inform candidates by mail
- Plan tests/interviews of candidates for different posts
- Onboarding & Off-boarding of employees
- Prepare internal letters
- Booking of flight ticket for employees going on Office Visit
- Carry out reference checks
Education
Masters of Business Administration - HRM
University of Mauritius
06.2021
BSc - Human Resource Mangement
Universite des Mascareignes
10.2016
Diplôme D'Universite Licence Technologique - RH
Universite de Limoges
10.2016
GROW Leadership Programme
Charles Telfair Institute
Moka07-2026
Skills
- Service excellence
- Persistent problem-solving
- Responsive to new challenges
- Project coordination
- Adaptable learner
- Team leadership
Accomplishments
- Presidential Award - ALC Mauritius (2022)
- Innovation Award - C-Care Mauritius Ltd (2025)
Certification
- EdTech & Strategy for Higher Education Issued by Cahoot Learning June 2021
- Data Science and Visualization for Business Issued By IE Exponential Learning June 2020
Hobbies
- I am good and my preferred technique is aquarelle
- I am a review content creator on google
- I love reading and have preference for thrillers
Languages
French
Native or Bilingual
English
Native or Bilingual
Hindi
Elementary
Timeline
Contact Centre Operations Manager
C-Care
07.2024 - Current
Medical Contact Centre Lead
C-Care
02.2024 - 07.2024
Business Partner - Continuum of Care
C-Care
08.2023 - 02.2024
Customer Success Lead
KazaCare
09.2021 - 08.2023
Admissions Associate
ALC Mauritius
07.2020 - 09.2021
Student Experience Coordinator
ALC Mauritius
11.2019 - 07.2020
Student Recruitment Assistant
ALC Mauritius
04.2019 - 11.2019
Junior HR Assistant
EcoVadis Mauritius Ltd
03.2018 - 04.2019
HR Intern
EcoVadis Mauritius Ltd
03.2017 - 03.2018
BSc - Human Resource Mangement
Universite des Mascareignes
Diplôme D'Universite Licence Technologique - RH
Universite de Limoges
Masters of Business Administration - HRM
University of Mauritius
GROW Leadership Programme
Charles Telfair Institute