About Lenard Pinto
Academic Level Degree Bachelor
Age 28 - 32 Years
Agile and adaptable team leader with stellar history, motivational approach, and upbeat nature.
Skilled in training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements.
Loyola Academy of PG and Degree
2021 - 2021
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.
2019 - 2021
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. Participated in design of call monitoring formats and quality standards. Performed call monitoring and provides trend data to site management team. Used quality monitoring data management system to compile and track performance at team and individual level. 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.
2014 - 2019
Dell International Services Ltd
Supervised 3 Teams of 15 Members each, responsible for scheduling, and work load balancing for the teams, while providing second-level Technical Support for 3+ years. Performed call monitoring and provides trend data to site management team. Used quality monitoring data management system to compile and track performance at team and individual level. Monitored customer care email responses. Participated in customer and client listening programs to identify customer needs and expectations. Provided actionable data to various internal support groups as needed. Coordinated and facilitated call calibration sessions for call center staff. Provided feedback to call center team leaders and managers. Worked with American and Canadian Customers, over the telephone toassist them in the Highest Level of Computer Support with Hardware and Software Issues. Managed and prioritized all Production Processes and implemented all Production Plans.