CLAYTON A. PINTO

**, ********** ******, ***********, ******* M1G 2V7

Email: acoway@r.postjobfree.com

Mobile: 416-***-****

CAREER SUMMARY

• Highly organized, hard-working, and energetic team player & leader. Multiple award

winner.

• Strong Organizational skills with the ability to be a good team player. Self-motivated

and ability to multi-task

• A self-starter and finisher, recognized for persistence in overcoming obstacles, in

creating positive team environment and in serving as resource for colleagues.

• Adaptable and resilient nature with a positive attitude to accept and learn from change.

• Detail oriented ability to follow directions and meet deadlines.

• An accomplished and decisive customer service support professional with strong

record of service across range of demanding roles in financial services, publishing and

retail sectors, most recently contributing to Cash Services team at RBC.

• Offer proven customer engagement skills (building rapport, quickly understanding the

issue, resolving problem at hand), all achieved in timely manner with high degree of

professionalism, accuracy, and service focus.

• A continuous learner with openness to change, new ideas and new approaches to

service delivery.

PROFESSIONAL EXPERIENCE

SMT Direct Marketing Inc. (Call Centre). Toronto – Ontario Feb 05th – Till date

Sales Verification Representative (April 12th 2012 – Present)

• To verify & put through Customer Sale order/s transferred over by the Sales Agents.

• Use effective relationship building skills and probing abilities to successfully close a

sale

• To provide alternative solutions incase what was offered by the Sales Agent is

incompatible.

• Cross sell other Rogers products at every opportunity.

• Providing constructive feedback for Agents to their respective Team Leaders.

• To be aware of various updates - discounts, credits, term offers, etc as informed by the

Team Leader.

• Maintained high conversion rate on every campaign with overall 95% Quality score.

• Commendably handled high volumes of calls while maintaining professional demeanor.

• Managing Junior Sales Agents on the floor when required.

• Trained and supervised newly appointed sales verification representatives.

SMT Direct Marketing Inc. (Call Centre) Sales Agent, (July 03rd 2013 – Feb 05th 2014)

• To deliver prepared sales talks, reading from scripts that describe services, in order to

persuade existing Rogers Wireless customers to purchase additional services.

• Explaining services and prices, and answering questions from customers.

• Providing Customers solutions by helping customers by reviewing their monthly

wireless bills and offering potential savings based on their wireless usage.

Royal Bank of Canada (RBC) 2005 – 2012

Administrative Services Representative – Cash Services (March 2008 - August 2012)

Responsible for supporting Bank’s Client First strategy with focus on delivering superior client

experience through service fulfilment activities of non-complex transactions within one or more

product lines. Using strong customer service skills and knowledge of products, delivered

consistent, first rate service within established client service commitments

• Took ownership of client concerns, using listening, interviewing and communication

skills to get to source of issue, moving quickly to resolve directly or refer to a service

colleague for problem solution.

• Leveraging front-line experience, identified and recommended solutions for recurring

errors and service gaps to Team Leader.

DMC Officer (August 2007 to March 2008)

Accountable for providing high level of service and support to global client base by consistently

meeting measurable Service Delivery Standards. Responsible for performing the activities

detailed in all of the various BESS database operational manuals - Responsible for checking

daily reports.

• Monitored & immediately acted upon BESSDATA e-mail on continuous basis, skilfully

meeting all of the elements of defined SLA.

• As key referral point, provided expertise on end-to-end payments flow, specifically

toward client & system setup on BESS, RAFT$, I-TRACS and other payment databases,

• Boosted level of team effectiveness by assisting in maintenance of operational

manuals, process maps, & system documentation

• Supported audit of BESS database integrity, while also recommending system

enhancements which would introduce new service options for users.

EFT Officer- Call (April 2005 to July 2007)

.Handled daily processing, timely communication with various RBC Business Units ensuring

clients’ electronic payments were processed accurately with Account Managers, CTMs,

Service Managers, and AMCSs for releasing of wire transfers that are in excess to client’s

daily limit.

• Attended to daily interaction with Treasury Traders (covering desks for National Sales,

Quebec, Montreal, Financial Engineering, Calgary, Vancouver), efficiently booking high

volume of foreign currency payments for clients and various Branches when dealing with

forward FX

• Customer Service - Ensured all payments were processed in timely manner minimizing

client impact; displaying versatility, handled wide range of client inquires on status of

payments, cancellations, rates and general information while providing accurate

information to account managers and business unit staff to facilitate obtaining timely

approvals needed to release client payments

• Client Information - Continuously updated information pertaining to clients (e.g. change

in account managers, primary contact for client and sending information to EBB), ensuring

standard of accuracy essential for team’s effectiveness.

• Actively participated in Job Shadow and Cross Training committee, providing ideas and

suggestions which improved Committee’s effectiveness going forward to achieve goals

Rewarded Error-free Employee for exceptional and accurate service, for Q1, Q2, Q3 &

Q4, 2006 and for Q3 2007.

The Home Depot, Richmond Hill, ON 2003 – 2005

Associate – Customer Service/Shipping/Receiving Department

• Licensed for Fork Lifts and other equipment required for lifting and stacking items in

the overheads and storage area.

• Handled sales & customer service, customer special orders,

• Department stock inventory, stack and quality control,

• Worked in receiving department, accountable for all items received and stocked for all

the department of the store.

Rewarded Customer Service Merit Award in June 2003 and May 2004.

TECHNIMONT ICB LTD. Aug.2001-OCT. 2002

Manager - Administration

• Housekeeping & maintenance of office premises (approx. 100,000 sq. ft.)

• Supervised administration personnel, security of premises, operation of the pantry for

executives & staff, handled domestic & international travel for personnel, managed the

corporations’ leased properties, guest houses, holiday homes, car rentals and vehicle

maintenance, maintained inventory of stationery and printing, managed seminars &

conferences and co-ordinated with various government organizations for licensing and

other related matters.

• Implemented Quality Control procedures for various equipment procured by the

organization setting standards of excellence.

SHOPPERS STOP LTD. Oct.1999- Aug.2001

Manager - Administration

Managed a chain of 29 stores in India.

• Supervised security of premises and administration

• Stock Inventory and Quality Control Check.

• Handled purchases and selection of merchandise.

• Coordinated with Government departments for various documentation

• Prepared computerized schedules and monitored progress of works with regard to

merchandise.

• Actively promoted the products and looked for opportunities to suggest new ideas.

• Recognise sales opportunities and refer to appropriate sales person to follow-up.

• Identify sales opportunity and actively sell our services/proposals to prospective clients

as well as existing clients.

• Initiate and cultivate good relations with clients.

• Attend regular meeting with clients.

• Responsible for Cash/Cheque deposits/withdrawals and other bank transactions.

• Determined and established office procedures.

ESSAR OIL LIMITED (Energy Division) 1992 - 1999

Officer - Administration

• Managed the travel schedules and hotel stay of the offshore rig staff

• Managed the Travel Department of the Company

• Handled dispatch and courier section of the entire company

• Responsible for maintenance and housekeeping of the rig division

• Implemented Quality check with Stationers and Printers.

EDUCATION QUALIFICATIONS

• TYB.Com

• Diploma (six months program) in Travel & Tourism (Management), India

International Trade Centre, City, India

PERSONAL DETAIL

• DOB : 1st July 1966

• Marital Status : Married

• Religion : Roman Catholic

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