Christian Pintos Email & Phone Number

Bogotá, Co

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 that all points have been met from a customer’s standpoint.• 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 while being the liaison between stakeholders and the clients.•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 Engineering and Product to assess new features, functionalities and overall, the health of the product.•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).•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 Engineering and Product to assess new features, functionalities and overall, the health of the product.•Generate daily, weekly, and monthly reports for retail product which include SaaS metrics, MRR, ARR, purchase pattern, churn, usage.

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, inbound and outbound calls.• 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 case worked one, guided by VISA International and MasterCard Worldwide Operating regulations.• 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 factors.

• 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 natural language to improve the accuracy of search results.• 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 the business process was being followed, the quality of the software being develop , project fulfillment, mitigation of risk to ensure complete client satisfaction when launching software.• 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 or/and Google Slides.• 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 financial fraud. • 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 strong communication skills by monitoring metrics, key performance indicators (KPI), ensuring high performance and excellent service and accuracy of the guidelines of the department.

• 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, inbound, contacts and documentation.• 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 opportunities.

• 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, inbound, contacts and documentation.• 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 opportunities.