Dayamee Pydatalli
Hermitage,Mauritius
Summary
Support professional with nearly 8 years of experience in e-commerce and web platforms. Skilled in client management, workflow optimization, and leading teams. Proven track record of enhancing customer satisfaction and delivering results on high-profile projects.
Overview
8
8
years of professional experience
Work History
Support Team Lead
SQLI UK & MIDDLE EAST
01.2024 - Current
- Managed and led a team of support consultants, overseeing daily operations and ensuring team productivity.
- Created and maintained team rosters, monitored holidays, sick leaves, and ensured adequate coverage. Coordinated with development teams regarding leaves for optimal coverage.
- Conducted onboarding for new joiners, ensuring all were equipped with the necessary tools and training to succeed.
- Led performance appraisals, providing regular feedback and support for team development.
- Onboarded new clients into the support process, ensuring smooth transitions and effective communication.
- Monitored daily workloads, ensuring balanced distribution and high productivity across the team.
- Prepared time and attendance records, collaborating with HR for payroll and salary processing.
- Acted as the primary point of escalation for the team, addressing and resolving any internal issues or challenges.
- Developed and implemented support processes, establishing best practices to enhance team efficiency and customer satisfaction.
- Coordinated with clients ahead of peak periods to ensure preparedness, setting up support measures for smooth operations during busy seasons.
Senior Support Consultant
SQLI UK & MIDDLE EAST
01.2023 - 12.2023
- Assisted in mentoring and training junior support staff, improving team performance.
- Managed high-priority escalations, ensuring timely resolution and maintaining strong customer relationships.
- Conducted regular client meetings to share updates and address concerns.
- Created and updated knowledge base articles and internal documentation to empower team members.
- Participated in onboarding new team members, ensuring the team is well-versed in processes and tools to deliver effective customer support.
- Analyzed customer queries and support trends, generating reports to identify areas for process enhancements and training needs.
Support Consultant
REDBOX DIGITAL LTD.
03.2017 - 12.2022
- Used project management tools such as Jira, Confluence, Slack, Zendesk, Bitbucket, Hipchat, Office 365 to ease the communication flow between clients, development team, devops team & QA.
- Performed monitoring & daily checks of E-commerce websites to ensure stability of the infrastructure using Grafana, Pingdom and New Relic.
- Acted as Support Lead on Projects such as Fortnum and Mason, Seasalt, Latest and Beauty, Tobar & Hawkin, Nicocigs & Vividvapours to ensure that incidents raised, bugs & change requests are resolved within SLAs.
- Performed weekly calls with the clients, daily stand up and acted as first point of contact for escalations.
- Monitored and compiled the hours billed by the engineering team to share with the clients based on cost and time estimation.
- Assisted the QA team with unit tests, regression tests and sanity checks after deployment to staging and production.
- Planned and led the release process to staging and production environment by coordinating with the Development team, Devops , QA and clients.
- Coached new joiners through day-to-day work and process management.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Back Office Engineer
Mauritius Telecom
11.2016 - 02.2017
- Worked in the deployment of FTTH
- Used GAIA software to configure connections for subscribers
- Assist on site technicians for implementation details
- Analyzed and prepared necessary documents to support change management process.
Education
Bachelor of Engineering - Engineering Technology
University of Technology Mauritius
08.2016
Skills
- Collaborative Team Player
- Organizational and Leadership Skills
- Communication Skills
- Customer Satisfaction
- Workforce Planning
- Coaching and mentoring
- Strong work ethic
- Client relationship building
- Attention to detail
- Calm and professional under pressure
Accomplishments
- Acted as Support Lead for Seasalt Cornwall, which has been nominated for "Best Fashion site" and "Best ecommerce team" in the 2022 UK eCommerce Awards.
- Contributed to the Go-live of Fortnum and Mason by leading the Support team and handling communication with clients.
Hobbies
- Reading
- Travelling
- Community events
- Hiking
Languages
English
Proficient
C2
French
Proficient
C2
Timeline
Support Team Lead
SQLI UK & MIDDLE EAST
01.2024 - Current
Senior Support Consultant
SQLI UK & MIDDLE EAST
01.2023 - 12.2023
Support Consultant
REDBOX DIGITAL LTD.
03.2017 - 12.2022
Back Office Engineer
Mauritius Telecom
11.2016 - 02.2017
Bachelor of Engineering - Engineering Technology
University of Technology Mauritius
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