Rohan Pinto Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

• Resolved Citigold Private Client and Standard client’s requests and complaints in a timely, comprehensive framework of solutions and communicated the resolution through channels of phone, email, and online platforms.
• Resolving financial and International Funds Transfers requirements while complying with Risk Management, Compliance, AML laws, and Regulations.
• Collaborated closely with Cross-functional Units and Stakeholders to solve complaints raised by Regulators such as the Central Bank Of UAE, Al Etihad Credit Bureau (AECB), and complaints from social media platforms.
• Conducted Root Cause Analysis to identify areas of improvement, repeat complaints, and provided recommendations for Client-Centric Solutions, and Lean Process Enhancements.
• Revised and streamlined internal policies and procedures, training and development programs, Follow-up methods, and quality metrics for the onshore customer service team, resulting in a 20% increase in efficiency and.
• Spearheaded ad-hoc operation projects as delegated by Department Head.

Dubai, United Arab Emirates

• Implemented activities related to Value Proposition, Positioning, Pricing, and Bundling.
• Organized Upsell and Cross Sell campaigns that drove 20% additional acquisitions by meticulous analysis of customer data, designing and executing targeted campaigns, and fostering seamless collaboration with the sales.
• Facilitated communication and collaboration among cross-functional units including Unit Head, Legal and Compliance, Operations, Risk, and other units for Wealth Portfolio Management activities. Managed Vendors.
• Directed a diverse range of Thematic Events for Ultra and HNI Clients, elevating client engagement and delivering invaluable market thematic insights.
• Serviced Administrative Activities related to Marketing, Campaigns, Gifts, and Entertainment. Efficiently realigned clients to suitable Wealth Relationship Managers' books.
• Devised a data-driven strategy to optimize data collection and dashboards with the Business Intelligence team, increasing productivity and reducing errors.

United Arab Emirates

• Spearheaded cross-functional collaboration between Insurance Product Team, Wealth Relationship Managers, Operations, Insurance Providers, and Fund Houses.
• Conceptualized Business Dashboards on Sales and Customer Penetration for Monthly Business Reviews and for Forecasting Annual Sales Plans.
• Assessed Mutual Funds Risk Review for funds offered with Market Linked Insurance.
• Reinforced insurance documentation such as Knowledge and Experience, Need Analysis, Supervisory Approvals, Callback scripts, Standing Instructions, etc.
• Monitored Sales Surveillance and ensured Wealth RM’s complete Training and Certifications.
• Created Insurance Pitchbooks and Investment Focus lists for RM’s in collaboration with Investment Advisors.

Mumbai Area, India

• Correspondence Unit: (Oct 2010 till Apr 2011)
• Served Retail Credit Cardholder requests and complaints via email.
• Meticulously crafted Dashboards for Team's Daily and Monthly Performance.
• Allocated the Teams Daily Tasks.Card Activation: (Oct 2009 till Sep 2010)
• Serviced inbound calls for Retails Credit Card activation, service, and upselling card products.

Mumbai Area, India

• Managed New Joiners for On Job Training teams by Leading, Counseling, Training, Performance Management & Escalations.
• Managed and facilitated Shop floor Roadshows for Handset launches as a Handset Specialist.
• Promoted to Pilot Batch for servicing Premium Clients.
• Supervised the team as a Shadow Team Leader.
• Provided Technical Customer Service by inbound calls related to Telecom.

Mumbai Area, India

• Dell Technical Support
• Providing qualitative, timely and efficient technical support to all customers and providing maintenance for their hardware and peripherals, software installations, networking, and Internet solutions.

Master Of Business Administration - Mba, Finance, General

Bachelor Of Commerce (B.Com.), Business/Commerce, General

St. Andrew's College of Arts, Science and Commerce (Mumbai) from 2000 to 2004

Bachelor Of Commerce (B.Com.), Business/Commerce, General

Activities and Societies: Annual MusicTalent

Secondary School Certificate

Bachelor'S Degree, Business/Commerce, General