Richard Pinto
Mumbai
Summary
Senior Client Services Manager with 14+ years of operational leadership experience delivering high-impact service programs across U.S.-based B2B technology and telecom clients. Adept at end-to-end service delivery, automation integration, and stakeholder management. Proven record of driving operational excellence, building ROI-focused dashboards, and implementing data unification, ETL, and predictive AI initiatives that enhanced efficiency and client satisfaction. Experienced in leading global delivery teams, managing SLAs, and embedding continuous improvement frameworks to scale client operations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr Client Service Manager
Nexsales Solutions Pvt Ltd
Mumbai
01.2019 - 08.2025
- Directed multi-channel service delivery programs supporting Fortune 500 B2B tech enterprises; consistently met or exceeded SLAs while driving measurable pipeline impact (> $700M influenced).
- Implemented automation-driven processes: unified 6+ data sources on GCP, integrated error-handling workflows, and deployed predictive AI models for account prioritization, improving engagement by 2–3x.
- Partnered with delivery, RevOps, and sales teams to optimize workflows, reduce manual effort, and improve operational reliability across CRM (Salesforce), Outreach, and Power BI.
- Built KPI dashboards to monitor service delivery performance, campaign ROI, and client outcomes; findings presented to senior client stakeholders.
- Acted as program lead for data-driven transformation initiatives; ensured adoption of automation solutions and alignment with business objectives.
- Represented company at Emblaze 2024 (Chicago), engaging with C-level stakeholders to align delivery with evolving client priorities.
Team Manager - VoiceReach Connect
Nexsales Solutions Pvt Ltd
Mumbai
01.2014 - 12.2018
- Managed 35+ FTEs delivering outbound connect services; scaled operations across time zones and consistently exceeded performance KPIs (6–8 live connects per agent per hour).
- Optimized service delivery frameworks by blending automation (predictive dialer algorithms) with people-led execution; increased operational efficiency and reduced manual bottlenecks.
- Drove continuous improvement programs in team training, process adherence, and campaign planning to accelerate pipeline outcomes for SaaS, UCaaS/CCaaS, and IT clients.
- Partnered with cross-functional leaders and client stakeholders to ensure alignment with sales productivity targets and campaign goals.
Process Trainer
Sitel
Mumbai
11.2009 - 06.2014
- Designed and executed onboarding and training programs for 200+ hires across Sales, Customer Service, and Retention.
- Increased productivity by 37% through structured training interventions and KPI-driven coaching.
- Developed evaluation and reporting systems to track knowledge retention and training impact, supporting compliance and process improvements.
Education
Bachelor of Commerce - Commerce
ISBM University
Raipur, India06.2024
HSC - MSBSHSE
S.I.W.S College of Commerce, Arts & Science
Mumbai, India06.2007
SSC - MSBSHSE
St Joseph's High School
Mumbai, India06.2005
Skills
- Service Delivery & SLA Management
- Automation & Process Optimization (ETL, AI/ML pilots, workflow automation)
- Stakeholder Engagement & Client Relationship Management
- Data Analytics & KPI Reporting (Power BI, Salesforce)
- Cross-functional Team Leadership & Coaching
- Continuous Improvement (Lean principles, ROI tracking)
- Campaign Operations & Sales Enablement
Certification
A Business Manager's Complete Guide to SalesForce CRM | June 2023 | Udemy
The Complete AI Guide: Learn ChatGPT, Generative AI & More | Aug 2025 | Udemy
Hobbies and Interests
- Music enthusiast (Bollywood, Pop, Remixes) - Keeps me energized and creative
- Road trips, long-distance bike rides, exploring new destinations
Languages
- English, Full Professional
- Hindi, Limited Working
- Marathi, Limited Working
Timeline
Sr Client Service Manager
Nexsales Solutions Pvt Ltd
01.2019 - 08.2025
Team Manager - VoiceReach Connect
Nexsales Solutions Pvt Ltd
01.2014 - 12.2018
Process Trainer
Sitel
11.2009 - 06.2014
Bachelor of Commerce - Commerce
ISBM University
HSC - MSBSHSE
S.I.W.S College of Commerce, Arts & Science
SSC - MSBSHSE
St Joseph's High School
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