Christian Pintos Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

• Primary point of contact and responsible for management of the Partner roster (onboarding new partners, internal audits, training, and upselling) while ensuring a liaison with Sales, Marketing and Support to confirme.
• Accountable for support renewals for client accounts, assessing new purchases over the past year; for the creation or co-terming renewals opportunities in Sugar CRM; generating invoices or quotes through Salesforce.
• Oversees product bulletin through CRM, onboarding new customers to the proper product bulletin and sends maintenance notices for updates/patches across all product offerings (retail, direct, perpetual, subscription)
• E-commerce/ billing management for retail customers, including maintaining Chargify accounts/setups while investigating and resolving billing issues/chargebacks., coupon creation while having a regular interaction with.
• Generate daily, weekly, and monthly reports for retail product which include SaaS metrics, MRR, ARR, purchase pattern, churn, usage.
• Oversees product bulletin through CRM, onboarding new customers to the proper product bulletin and sends maintenance notices for updates/patches across all product offerings (retail, direct, perpetual, subscription).

Toronto, Ontario, Canada

• Provide excellent customer experience while actively researching process and best solution for the case handled, ensuring first contact resolution while working with customer’s confidential information.
• Focused on problem solving and mediation by effectively probing and analyzing cases related to credit card disputes in a fast-paced environment, while communicating with clients through various channels such as emails.
• Multitask through various tools and internal database to find information, processes or tools needed for the dispute case while collecting, registering and analyzing all communications on internal database for every.
• Collaboration with senior agents with mentoring, coaching and problem solving for best practices, while focusing on internal processes and guidelines.

Toronto, Canada Area

• Managed the communication with various vendors (such as Teleperformance in Manila, Working Solution in the U.S and others), building exceptional relationships with EMEA, APAC, and North America.
• Collected, created reports and analyzed data related to metrics, key performance indicators (KPI), CStat, DStat for reporting purposes.
• Integration and collaboration with other teams and monitoring incidents, requests and escalations of issues related to account creations, software and tools related to all contact center agents.
• Collaborated with Meeting and Events team for the creation reports using Tableau and other internal reporting tools and analyzed a large amount of data related to corporate events in order to determine missing key.

• Designed the conversation flow for Virtual Assistant (chat bot) using LucidChart and provided data analysis through different reporting tools, evaluating and analyzing chat-logs to ensure platform was programmed with.
• Collaborated in a startup environment with project implementations in an Agile environment with architects, development team and stakeholders for accurate understanding of project requirements and timelines, ensuring.
• Built and facilitated corporate client training programs and support materials for different lines of business, efficiently translating for Spanish corpus while preparing POCs and presentations through PowerPoint.
• Created usage reports through Tableau and utilized Jira for registration of stories, bug and issues that needed to be reported.

• Conducted research, analysis and investigations in new leads processing to determine eligibility of potential clients while executing keen analysis of loan applications to identify unusual transactions, preventing.
• Supported all information-management processes, collaborating with other lead with scheduling, administrative tasks while performing exceptional customer care and first contact resolution of complaints, optimizing.

• Supervised, scheduled and coordinated logistics routes and activities of service technicians for client technical problems, ensuring prompt attention to all requests, while working on administrative tasks, outbound.
• Coordinated team meetings for product and tactic optimizations and managed billing and invoicing of all services.
• Accountable for new client processing, sales reports preparation, tracking, troubleshooting incoming POS terminals, and documenting technical problems.
• Collaborated with system architects to implement best practice solutions to improve hardware and POS system and deliverables and optimized customer service expertise ensuring a positive experience, capturing future.

• Supervised, scheduled and coordinated logistics routes and activities of service technicians for client technical problems, ensuring prompt attention to all requests, while working on administrative tasks, outbound.
• Coordinated team meetings for product and tactic optimizations and managed billing and invoicing of all services.
• Accountable for new client processing, sales reports preparation, tracking, troubleshooting incoming POS terminals, and documenting technical problems.
• Collaborated with system architects to implement best practice solutions to improve hardware and POS system and deliverables and optimized customer service expertise ensuring a positive experience, capturing future.