Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
ROYSTON ROSHAN PINTO

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, India
06-2015

Class -XII - Commerce

Government PU College Mangalore
Mangalore, India
05-2010

Skills

CRM software expertise

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

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ROYSTON ROSHAN PINTOLead Customer care Professional