Daniel Paterniti

Experience

• 

  PowerNet Global Communications

  Jan 2004 - Jun 2011

  Fraud Prevention Supervisor
• 

  Education at Work

  Jul 2012 - now

  About Education at Work:Education at Work is a contact center and services provider solving significant customer service problems and IT/technical support challenges for our clients. Energetic, tech-savvy college students are at the core of our clients’ successes. Our mission as a non-profit organization is to invest in helping college students develop important career skills while also improving our clients’ business results. By helping our clients achieve their goals, we provide more valuable experiences for our student-employees.My Roles and Responsibilities:Assess training needs by collaborating with client's to fulfill quality requirements and expectations.Develops training plans and curriculum for all client programs.Develops and delivers training materials including tests to measure knowledge of trainees.Conducts training classes and utilizes a variety of teaching techniques including role play, overcoming objections, creating a positive customer experience.Teaches customer service, and up-sell techniques to meet the clients expectationsDevelops and administers knowledge assessment testingAssist in Quality Assurance monitoring, feedback, coaching as neededProvides reporting on effectiveness, progress, improvementsCompile and analyze coaching metrics, customer satisfaction metrics, and quality reporting on a daily, weekly, and month basis. Show less

  • Director of Analytics

    Apr 2024 - now

  • Training & Analytics Manager

    Jul 2012 - now

  • Business Intelligence Manager

    Jul 2012 - Apr 2024