Shawn Pinto
Bangalore,India
Summary
Global Lead Client Excellence | Business Project Management, with record of success in enabling strong revenue growth. Focused on continuous improvement using market knowledge, competitor research, innovation and team motivation. Always looking for opportunities to bring in and retain customers.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work history
Global Lead Client Excellence and Account Management
Transcendix Partners LLP (Skills Cafe)
Bangalore, India
02.2022 - 01.2024
- Allocated teams, materials and calendar space for individual projects.
- Addressed account inquiries and provided updated data from CRM software.
- Analysed sales reports to identify trends and update strategies.
- Led strategic account planning initiatives, boosting revenue through targeted client engagement.
- Negotiated contracts and closed deals to achieve favourable terms for corporate objectives.
- Trained and mentored new account representatives to deliver outstanding service.
- Grew annual revenue by 40% with targeted sales and marketing strategy.
- Implemented data-driven decision-making processes, optimising account performance and achieving improvement in profitability.
- Generated KPI reports to illustrate overall performance.
- Analysed client feedback to highlight areas in need of improvement.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Maintained ownership of [Type] sales pipeline, sourcing and developing new business opportunities to drive sales.
- Strategised cross-promotions with new and existing partners to expand sales and marketing opportunities.
- Cultivated strong rapport with clients and stakeholders to support long-lasting partnerships.
- Increased client satisfaction, implementing strategic account plans to foster growth.
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
Deputy General Manager - India Operations
Quickom Information Technology Pvt Ltd.
Bangalore, India
01.2019 - 02.2021
- Developed organisational policies for administrative oversight and internal controls.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Established clear budgets and cost controls strategies to meet objectives.
- Empowered staff members to contribute to continuous improvement, quality and growth of company.
- Fostered culture of inclusion and positive rapport through consistent team-building activities and inter-office competitions.
- Led team meetings to maximise staff engagement and communicate monthly targets, procedure updates and quality standard control measures.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Delivered business strategy to drive revenue and operational efficiencies.
- Monitored health and safety measures for guaranteed compliance.
- Drafted procedural statements and guidelines for company-wide use.
- Define roles and responsibilities for all staffing levels
- Forecast FTE numbers, collaborate with HR for recruitment
- Engage in client interactions for performance, risk assessment, and growth forecasting.
- Managed high-performing teams to deliver quality customer service and stable profits.
- Tracked KPIs to drive profitability and target delivery.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Streamlined processes to improve and optimise office operations.
Joint Business Partner
Edge Customs
Bangalore, India
08.2014 - 12.2018
- Developed and implemented data-driven strategies to improve business performance, optimise resource utilisation and enhance profitability.
- Put in place clear controls for financial administration and business management.
- Established strong rapport with stakeholders to enhance business credibility.
- Boosted customer satisfaction scores through fast and knowledgeable issue resolution.
- Handled equipment emergencies, making timely corrections, repairs or replacements to restore feeds.
- Performed high-quality recording, mixing and mastering in professional studio.
- Identified and resolved technical problems to improve sound quality.
- Communicated with clients to determine project scopes and set milestones.
Manager HRA - GSM (HR Transformation & Implementation)
Capgemini India Pvt. Ltd.
Kolkata, India
03.2013 - 06.2014
- Implement Global HRA solution: scoping, FTE analysis, change control, and training effectiveness
- Assessed knowledge and skills gaps, creating opportunities to fuel improvement.
- Identified project blockers and acted as driver to overcome obstacles and achieve deadlines.
- Conduct GSM process walkthroughs, identify gaps using LEAN methodology
- Collaborate with Solution leads for addressing exceptions and impacts, creating client GSM (L5)
- Manage Logs/Trackers, report to Regional Transition lead
- Complete documentation (client L5 Flows, L5 Narratives, DTPs - L6) for sign-off
- Assist Transition leads in completing Impact Assessment and Gap resolution.
Channel Partner
HST Futures International Limited
Bangalore, India
10.2010 - 03.2013
- Optimized currency exchange, international payments, and hedging for superior rates, substantial savings, speed, reliability, and security
- Build investment portfolios for FOREX trading facilitation
- Record diverse market trends, both current and past
- Analyze markets and forecast investment risks
- Advise investors based on past and present trends.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Grew the portfolio value from $10,000/- to $100,000/- in two months by strategically implementing FOREX trades in accordance to market trends.
Senior Manager Operations (Customer Service & Collections)
ACW Holdings LLC. - Dubai Properties
Dubai, UAE
05.2008 - 02.2010
- Forecasted operational needs and allocated resources to meet business demands.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Drafted procedural statements and guidelines for company-wide use.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Create MIS and reports for collection optimization and analysis
- Managed and motivated high-performing teams for successful KPI attainment.
- Led and coached team leaders to meet performance targets and deliver operational excellence.
- Minimised discrepancies by effectively training employees on best practices, policies and procedures.
- Cultivated continuous improvement environment, routinely identifying and addressing training needs to drive staff development.
- Define and implement strategies for recovery and loss minimization thus improving overall revenue generation by 20%.
- Analysed financial data to track and achieve budget targets.
- Suggested actionable promotions and business improvements to increase revenue and improve patron experiences.
- Led overall direction, coordination and evaluation of department functions.
- Ensure quality service meeting client expectations, contribute to business growth strategies.
- Analysed data and information to identify issues and create tailored solutions.
Senior Manager Operations (Lloyds TSB Bank Collections)
IBM Daksh India Pvt. Ltd.
Bangalore, India
02.2007 - 03.2008
- Liaised with management to align daily operations with overarching priorities.
- Led overall direction, coordination and evaluation of department functions.
- Led with empowering and empathetic leadership style, leveraging emotional intelligence and proactive communication to defuse conflict.
- Managed and motivated high-performing teams for successful KPI attainment. - 104% revenue growth from 2006 to 2007.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Implement Six Sigma for continuous collection improvement
- Tracked and reported on KPIs, investigating variances and developing solutions to address bottlenecks or constraints.
- Forecasted operational needs and allocated resources to meet business demands.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Designed and implemented training to further develop staff based on business goals.
- Farm existing relationships for additional revenues
- Design and implement new Call Module for efficiency
- Conduct weekly, quality reviews with the Client to meet parameters
- Noted employee absences and grievances, and improved team development and performance with right training.
Manager Operations (HSBC UK Credit Cards Collections)
HSBC- HDPI India Pvt. Ltd.
Bangalore, India
09.2002 - 01.2007
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Collaborate with legal and banking entities for Credit Card Services.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Increased Collection revinue by 58% 2005 & 110% 2006.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Customize MI report formats to meet business needs
- Streamline AMO tasks, set objectives, and learning curves
- Developed plans and strategies to promote continuous improvement.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
- Collaborate with partners and compliance for audit checks; train call coaches and team leads in quality parameters.
SME & Acting Team Leader (Capital One US Credit Card Customer service)
Mphesis India Pvt. Ltd.
Bangalore, India
06.2001 - 09.2002
- Address escalated calls, record errors, and conduct call monitoring
- Ensure teams have the latest product knowledge for quality services
- Escalate problems to the Call Centre Manager and Technical Team
- Conduct regular refresher training courses for the team.
- Streamlined processes to improve and optimise office operations.
- Led team of 15 FTE to achieve KPI targets and successfully complete assigned projects.
- Upskilled team members by planning and delivering training workshops.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Delegated tasks to make best use of individuals' skills.
Education
Certificate of Higher Education - Digital Marketing
Purdue University
United States of America 01.2022 - 06.2022
Certificate of Higher Education - Prince 2 (Project Management)
Alison University
United Kingdom 01.2024 - Current
Bachelor of Business Administration - Commerce
Ashcroft University
United Kingdom 01.2006 - 12.2008
Languages
English
Proficient (C2)
Hindi
Intermediate
Tamil
Elementary
Affiliations
- Sound Engineering
- Fishing
- Football
- Hockey
- Cricket
Accomplishments
Achievements with Transcendix Partners LLP:
Contributed 40% to total revenue by mining new business from existing clientele in the Projects Team. Implemented workflow mapping between departments, defining the project lifecycle. Trained the team to enhance productivity by 20% and reduce time in manual activities.
Achievements with HST Futures International Limited:
Achieved a remarkable feat by growing the FOREX investment portfolio from $10,000 to $100,000 within a year. Successfully cultivated an international client base from both India and abroad.
Achievements with ACW Holdings - Dubai:
Re-engineered ACW Holdings' Collections workflow, enhancing efficiency by 20%. Established and defined quality and process workflow for the Collections department. Implemented effective strategies for maximizing recovery and minimizing losses.
Achievements with Lloyds TSB - UK:
Contributed significantly to Lloyds TSB Retail Collections, reaching £29,792,165 in 2007 (104% over 2006). Implemented successful Six Sigma projects, earning client appreciation from Lloyds TSB and IBM Daksh executives for outstanding 2007 performance.
Achievements with HSBC HDPI - UK:
Accredited by HSBC UK as Credit and Risk trainer, Call coach, and Quality trainer. Managed HSBC Credit Card Collections Telephony migration. Recognized by David Budd (COO HSBC UK) for outstanding 2006 performance. Part of 20% 'Top Talent' in HSBC HDPI Bangalore.
Skills
- Relationship-Building and Management
- Business Development
- Interpersonal Skills
- Customer Relationships
- Data Analytics
- Process Improvement
- Strategic Planning
- Problem-solving
- Communication skills
- Time management
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Certificate of Higher Education - Prince 2 (Project Management)
Alison University
01.2024 - Current
Global Lead Client Excellence and Account Management
Transcendix Partners LLP (Skills Cafe)
02.2022 - 01.2024
Certificate of Higher Education - Digital Marketing
Purdue University
01.2022 - 06.2022
Deputy General Manager - India Operations
Quickom Information Technology Pvt Ltd.
01.2019 - 02.2021
Joint Business Partner
Edge Customs
08.2014 - 12.2018
Manager HRA - GSM (HR Transformation & Implementation)
Capgemini India Pvt. Ltd.
03.2013 - 06.2014
Channel Partner
HST Futures International Limited
10.2010 - 03.2013
Senior Manager Operations (Customer Service & Collections)
ACW Holdings LLC. - Dubai Properties
05.2008 - 02.2010
Senior Manager Operations (Lloyds TSB Bank Collections)
IBM Daksh India Pvt. Ltd.
02.2007 - 03.2008
Bachelor of Business Administration - Commerce
Ashcroft University
01.2006 - 12.2008
Manager Operations (HSBC UK Credit Cards Collections)
HSBC- HDPI India Pvt. Ltd.
09.2002 - 01.2007
SME & Acting Team Leader (Capital One US Credit Card Customer service)
Mphesis India Pvt. Ltd.
06.2001 - 09.2002
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