Lenard Pinto

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Established and oversaw performance targets for call center associates.
• Developed quality employees within call center to take over leadership positions.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Developed process controls and metrics for daily management of call center.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.

• Responsible for planning, overseeing the development and leading Online,Hybrid, and On-Site Webcasting projects from ideation through to completion.
• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
• Liaised with Clients, providing Technical briefings and troubleshooting.
• Designed budgets and proposals based on the Clients' individual requirements.

• Handled a Team of 18 individuals and SMEs working 24/7 across multiple LOBs to deliver Global Technical support for our Client, INTEL.
• Designed and implemented KPIs and Templates to be used by Agents for the India Support Site.
• Monitored production processes and plans, Employee performance and developed improvement plans which improved overall efficiency
• Supported staff development focusing on skill development and job satisfaction.
• Designed a Decision Making Tree Tool for agents to improve Quality, increased overall efficiency while minimizing errors.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

• Handled 3 call centre teams of 15 Members each, responsible for scheduling and work load balancing for the teams, while providing second-level Technical Support for 2+ years and driving sales targets on a weekly basis.
• Managed and prioritized all Production Processes and implemented all Production Plans. Provided continuous support and feedback to all members according to Operating Standards by identifying any defects or error in the process.
• Worked with American and Canadian Customers, over the telephone to assist them in the Highest Level of Computer Support with Hardware and Software Issues.
• Utilized Citrix and Salesforce applications as CRM bases to assist Customers.
• Received an Award from Jagdish Bangalore (Head for DELL India) for Top Performance, also received several Awards for Outstanding Customer Service & Experience, won Several DELL Champions Award and received Several On-the-Spot Awards for Performance and Contributions to the Team.
• Worked on Data Analysis and Data Mining to investigate and develop reports for the Operation Metrics.
• Simultaneously using Data Automation tools to identify and mitigate potential DSAT customers through any means necessary, in a process directly spearheaded by the Site Director of DELL.

• Worked with American customers, via telephonic conversation to counsel them regarding their home loans, for the options that would be able to assist them during their times of hardships.
• Worked within the Foreclosure Review Dept to determine the best assistance options available for customers to retain their homes.
• Awarded the Silver and Bronze Awards for developing a tool, which increased efficiency while minimizing errors and for Top Performance across the three sites of Hyderabad, Mumbai and Gurgaon.

Physics