ROYSTON ROSHAN PINTO
Lead Customer care Professional
Summary
Professional customer service leader with proven track record of delivering outstanding results in customer satisfaction and support. Skilled in managing complex inquiries, resolving issues efficiently, and driving team collaboration to meet organizational goals. Strong communicator with focus on adaptability, problem-solving, and enhancing customer experiences. Known for reliability and proactive approach to changing needs in fast-paced environment.
Overview
12
12
years of professional experience
2
2
Certifications
5
5
Languages
Work History
Lead Customer Care Professional American Express
American Express
07.2016 - Current
- Championed the use of CRM tools to manage customer interactions more effectively and efficiently.
- Mentored new hires, ensuring consistent quality of service across the team.
- Conducted regular audits of cases to ensure compliance with company policies and regulatory requirements while maintaining high-quality standards in service delivery.
- worked in Blend format where supported customers with queries through chat and calls.
- Worked in credits and collections to recover unpaid debts from customers.
- Led ongoing coaching sessions with individual team members to address performance gaps
- Won many Rewards based on top performance for the quarter.
- Navigated multiple computer systems and applications to find information and provide resolution to the customer.
- Investigated and resolved customer inquiries and complaints quickly.
Verification associates
First Advantage
01.2014 - 01.2016
- Provided excellent customer service through prompt response times and clear communication during the verification process.
- Served as a subject matter expert on complex cases, providing guidance to colleagues when needed.
- Supported APAC region clients.
- Supported also with quality audit of the final report.
- Maintained detailed records of all verifications performed, ensuring proper documentation was readily available upon request or audit review.
Senior Customer Service Executive
First Source Solutions
01.2013 - 01.2014
- Voice Support: Supported customers in handling their account related queries, online account and mobile app support and first call resolution.
- Credits and collections: Worked 8 months with credits and collections department for recovering outstanding payment.
- Chat support: Supported customers with queries on account.
- Background verification for employees across APAC through calls and emails.
- Coordinating with different entities to get verification for Ex employees and students.
- Worked for Admiral Car Insurance (UK). Maintained insurance policies customers. Floor support for OJT batches.
Education
B. com - Commerce
Mangalore University
Mangalore, India06-2015
Class -XII - Commerce
Government PU College Mangalore
Mangalore, India05-2010
Skills
CRM software expertise
Customer handling skills
Telephone Etiquette's
Teamwork
research and quality
Leadership
Effective Communication
Critical Thinking
Complaint handling
Exceptional communication
Fluent in multiple languages
First call resolution
Certification
Aviation Hospitality and Travel Management
Timeline
Lead Customer Care Professional American Express
American Express
07.2016 - Current
Verification associates
First Advantage
01.2014 - 01.2016
Senior Customer Service Executive
First Source Solutions
01.2013 - 01.2014
Aviation Hospitality and Travel Management
11-2010
First Aid
07-2010
B. com - Commerce
Mangalore University
Class -XII - Commerce
Government PU College Mangalore