Lenard Pinto Email & Phone Number

Dubai, United Arab Emirates

Manage daily IT Operations [Head the Service/Help Desk Department for Client, Aster DM Healthcare]Handled a Team of 20+ Engineers who responded to customer inquiries and provided technical assistance over phone and in person. Supported over 250+ Aster Pharmacies, 15+ Clinics, 2 Warehouses and 2 Head Offices across the UAE. Monitored employee performance, defined SLAs and Reports to automate the process [weekly reporting of the incidents, project updates, etc.]. Used quality monitoring data management system to compile and track performance at team and individual level.Monitored Support tickets and provided trend data to the Client for business improvement. Designed and Modified Salesforce Applications in order to improve agent experience within the organization.Maintained Pharmacy IT systems to keep networks fully operational during peak periods. Lead the Service Desk team who coordinates with other technical teams [Du, Etisalat, Network, ELV & AV] Derived Project timelines based on the project and Client Requirements Bi-weekly internal meetings with the project co-ordination teams for ongoing project status/updates Weekly meetings + Monthly reviews with our Clients to understand the way forward plan for the upcoming Projects. Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.

Dubai, United Arab Emirates

Coaching, and leading the call centre representatives as they provide support to the customers to facilitate a seamless process to sell their cars.Answering representatives' questions, guiding them through difficult calls or issues.Leading team meetings, asking questions and performing audits to better understand the calls representatives are receiving,Assisting other management team members in identifying trends and establishing call centre goals.Ensuring staff members are achieving the desired service levels and taking corrective action, as needed.Preparing reports and analyzing call centre data to improve processes, ensure resources are properlyallocated, and maximize efficiency and customer satisfaction.

Dubai, United Arab Emirates

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.

Bengaluru, Karnataka, India

Handled a Team of 25 individuals and SMEs working 24/7 across multiple Call centre 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.Monitored employee performance, drove sales targets and developed performance & quality improvement plans.Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.Participated in design of call centre 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.Designed and Modified Salesforce Applications in order to improve agent experience within the organisation.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.

India

Handled 3 call centre teams of 15 Members each, responsible for scheduling and work load balancing for the teams, while providing second-level Technical Support for 2+ years and driving sales targets on a weekly basis.Managed and prioritized all Production Processes and implemented all Production Plans. Provided continuous support and feedback to all members according to Operating Standards by identifying any defects or error in the process.Worked with American and Canadian Customers, over the telephone to assist them in the Highest Level of Computer Support with Hardware and Software Issues.Utilized Citrix and Salesforce applications as CRM bases to assist Customers.Received an Award from Jagdish Bangalore (Head for DELL India) for Top Performance, also received several Awards for Outstanding Customer Service & Experience, won Several DELL Champions Award and received Several On-the-Spot Awards for Performance and Contributions to the Team.Worked on Data Analysis and Data Mining to investigate and develop reports for the Operation Metrics.Simultaneously using Data Automation tools to identify and mitigate potential DSAT customers through any means necessary, in a process directly spearheaded by the Site Director of DELL.

Hyderabad, Telangana, India

Worked with American customers, via telephonic conversation to counsel them regarding their home loans, for the options that would be able to assist them during their times of hardships.Awarded the Silver and Bronze Awards for developing a tool, which increased efficiency while minimizing errors and for Top Performance across the three sites of Hyderabad, Mumbai and Gurgaon.

Bachelor'S Degree, Electrical, Electronic And Communications Engineering Technology/Technician

Board Of Intermediate, Mathematics

Middle School Diploma