Nolan Pinto Email & Phone Number

Mumbai, Maharashtra, India

• Sets goals and objectives for team members for the achievement of operational results• Manages experienced professionals who exercise latitude and independence in assignments• Influences others outside of their own job regarding policies, practices, and procedures• Contributes to policy and strategy implementation for short-term results• Leads and prioritizes the daily activities of the team• Manages, mentors, and coaches to develop a collaborative and dynamic team•… Show more • Sets goals and objectives for team members for the achievement of operational results• Manages experienced professionals who exercise latitude and independence in assignments• Influences others outside of their own job regarding policies, practices, and procedures• Contributes to policy and strategy implementation for short-term results• Leads and prioritizes the daily activities of the team• Manages, mentors, and coaches to develop a collaborative and dynamic team• Coordinates cross-functional communication to align initiatives and strategies to drive efficiency• Interfaces directly with partners to resolve complex technical and relationship issues• Works with the extended Partner Care team to resolve complex partner issues and escalations• Develops, analyzes, delivers, and reviews operational reporting with internal stakeholders• Identifies operational improvement opportunities, developing and implementing improvement programs• Leads cross-functional projects to drive process and product improvements• Serves as a product evangelist, maintaining a deep understanding of our products and their value• Works cross-functionally to understand the needs of the partner to ensure teams are aligned• Serves as an escalation point to clarify complex issues and provide feedback to improve our overall service• Serves as a subject matter expert for the Partner Care team and acts as a primary point of contact Show less

Mumbai, Maharashtra, India

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery• Developing a deep understanding of projects to gain insights into the scope of… Show more • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery• Developing a deep understanding of projects to gain insights into the scope of service delivery• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Show less

Mumbai Area, India

• Focus on partner satisfaction and improving partner experience.• Conduct training sessions within team to share process and product updates.• Manage and respond to all partner escalations in a timely and helpful way • Manage partner escalations and communication with internal and external teams • Maintain recordkeeping to allow for tracking of key metrics• Act as an advocate and voice of the partner for internal teams.• Train & Mentor new-hire PCMs, or provide skills… Show more • Focus on partner satisfaction and improving partner experience.• Conduct training sessions within team to share process and product updates.• Manage and respond to all partner escalations in a timely and helpful way • Manage partner escalations and communication with internal and external teams • Maintain recordkeeping to allow for tracking of key metrics• Act as an advocate and voice of the partner for internal teams.• Train & Mentor new-hire PCMs, or provide skills enhancement training for incumbent team members• Ensure timely completion of all assigned team tasks• Prepare and provide reporting and other Partner-related feedback as required • Manage real-time escalations as they arise; communicate up/down/across as needed• Engage in any/all escalated Partner (at risk) concerns• Complete specialized projects as assigned• Proactively recognize, recommend, and implement improvements to Partner Care programs and process Show less

Mumbai Area, India

- Manage and respond to all inbound partner communication in a timely and helpful way - Drive timely effective resolution of partner escalations - Communicate statuses, next steps, and requirements with partners and internally- Maintain accurate records for reporting of relevant metrics - Interact with internal stakeholders to meet partner needs: Service Delivery, Product Management, Accounting, Sales, and Technical Account Managers- Provide timely product and service… Show more - Manage and respond to all inbound partner communication in a timely and helpful way - Drive timely effective resolution of partner escalations - Communicate statuses, next steps, and requirements with partners and internally- Maintain accurate records for reporting of relevant metrics - Interact with internal stakeholders to meet partner needs: Service Delivery, Product Management, Accounting, Sales, and Technical Account Managers- Provide timely product and service related feedback. - Update the daily case count and follow up cases till closures- Maintain and update the communication with the Partners in Salesforce. - Provide Partners with detailed Root Cause Analysis for issues that have been escalated with Engineering and Development. - Review sales opportunities provided by the partner and accordingly escalate with the Sales Executives. Show less

Mumbai Area, India

- Promote product adoption and success through regular communication, training, demonstrations and evaluations- Work with Sales counterparts to meet sales objectives- Focus on partner satisfaction and growth; help partners fully utilize product capabilities- Conduct training sessions with individuals and groups- Manage and respond to all inbound partner communication in a timely and helpful way- Manage partner escalations and communication with internal and external… Show more - Promote product adoption and success through regular communication, training, demonstrations and evaluations- Work with Sales counterparts to meet sales objectives- Focus on partner satisfaction and growth; help partners fully utilize product capabilities- Conduct training sessions with individuals and groups- Manage and respond to all inbound partner communication in a timely and helpful way- Manage partner escalations and communication with internal and external teams- Maintain record-keeping to allow for tracking of key metrics- Act as an advocate and voice of the partner for internal teams, Product, Service, and Marketing- Manage real-time service issues as they arise; communicate up/down/across as needed- Complete specialized projects as assigned Show less

Mumbai Area, India

- Attending emails, responding to partner queries.- Handling inbound/ outbound calls with partners.- Managing the team's roster, leaves, breaks etc.- People management feedbacks, huddles, improvement of technicians skills- Value add to team and organization by suggesting and improving service & product.

Mumbai Area, India

· Managing HR Responsibilities for 8 - 10 support analysts. · Build collaborative relationships with various Application Support, Platform Support, and Line of Business partners to share and update application knowledge. · Drive the process the adherence during any Incident Handling· Participate in the Incidents to ensure that all parties contribute to the resolution.· Coordinate between multiple support teams and with vendors to delivery incident resolution.· Validate the… Show more · Managing HR Responsibilities for 8 - 10 support analysts. · Build collaborative relationships with various Application Support, Platform Support, and Line of Business partners to share and update application knowledge. · Drive the process the adherence during any Incident Handling· Participate in the Incidents to ensure that all parties contribute to the resolution.· Coordinate between multiple support teams and with vendors to delivery incident resolution.· Validate the Incident Report for the appropriate update and ensure that the RCA is delivered as required.· Inform the respective owners on the open incidents.· Validate the impact on the incident and update customer on the further action.· Liaison with the process team to provide any workaround if available.· Review all incidents of the day for logical closure. Ensure that team is working on the same.· Initiate problem management on all P1 and P2 tickets· Attend to the Mail Box and ensure all mails are responded.· Take ownership of Incident Management for High Severity Incident during the shift and perform necessary actions as documented.· Update the details on the Incident in the tool and manage the overall execution of the Incident.· Ensure Incident handling as per Incident Management Processes· Ensure Incidents are managed and resolved within SLA Show less

Mumbai Area, India

· Piloted the batch for Online Banking technical support. Part of the job also included escalating issues and follow-up with the clients for any pending issues.· Also cross trained for two different processes which dealt with brokerage products and financial plans.

Navi Mumbai, Maharashtra, India

· Handling outbound and inbound calls for credit card sales and inquiries.· Piloted the first inbound sales campaign for the client.· Responsible for training and mentoring of new hires

Mumbai Area, India

B. Com

Hsc, Commerce

Ssc