Daniel Chincarini Email & Phone Number

Florence Township, Nj, Us

Hamilton, Nj

I provide customer facing training as well as internal training for Customer Care agents.My customer facing training duties include:•Plan the training calendar and provide pre- and post-sale training to customers. •Increase participant engagement in interactive training sessions.•Create/issue customer training follow-up retention process with reference material.•Maintain high survey scores for live training and customer engagement as well as a proper trainer-to-trainee ratio on live sessions.•Develop, script, and record training on demand self-help content (through videos and wizard walk-throughs) for customer facing self-service support.•Exceed the baseline of attendees trained through live sessions and training on demand content.My internal training duties include:•Develop and provide internal training sessions for cross training and education of product feature releases/updates.•Monitor agent calls/emails/web chats for coaching opportunities to sharpen agent skills and improve overall customer experience.•Coordinate new hire training pre- and post-call center.Additional duties include:•Regularly create and update policy and procedural documentation as products are revised/updated. •Provide input and “Voice of the Customer” as part of the product development lifecycle through CRM reporting and data collecting.•Continually attend pertinent training for a development plan to improve my trainer skills.•Update product help center content.•Fashion strategies to reduce customer effort, improve survey scores, and ensure first call resolution.

Hightstown, Nj

When McGraw Hill sold my division, it became its own company (Dodge Data & Analytics) and I kept the same duties as well as the job title. A few additional responsibilities were added such as reducing first call resolution, uncovering upsell opportunities, and expanding the call center (customer service/tech support) to include retention reps.

Hightstown, Nj

I had many roles as a Senior Support Specialist such as managing, coaching, and analyzing a team of call center agents that are outside of the United States. This call center included inbound/outbound phone/email/fax and included duties of customer service, product support, and tech support. Certain workflow around this call center included reviewing recorded calls, identifying training opportunities, and monitoring and resolving any escalated issues. I hosted weekly internal and external product training sessions as well as a weekly Q & A session to help coach the call center to reduce escalated issues and reduce call length. I did a variety of reporting including producing monthly reports, analyzing and interpreting data, reviewing agent metrics/service level agreements and completing a variety of special projects. To comply with training documentation, I updated/created policies and procedures. To ensure that the products were working correctly, I performed product testing for new and updated software. It's in this position that I have won Employee of the Month a dozen times as well as Employee of the Quarter twice and Employee of the Year once.

Princeton, Nj

As a List Manager, I managed a variety of accounts where I was responsible for processing orders and adjusting deals and pricing. In contact with the accounts, I fielded inquiries from clients and prospects and also handled incoming client calls and emails. While integrating with other internal departments, I acted as liaison between the sales and production.

Edison, Nj

As an insurance agent, I contacted prospective clients and set up appointments via phone. I conducted in-person product presentations to prospective clients which developed my presentation skills. Filing out completed life insurance policy paperwork sharped my attention to detail. Using my outgoing personality, I helped recruit new employees.

Plainsboro, Nj

As the Team Assistant Manager, I backed up and assisted 12 program account managers where our client portfolio consisted of fortune 500 companies. I was directly responsible for training and managing a team of temps for a certain period each year. I responded to customer service issues via email and phone in a call center environment. I was involved in many aspects of reporting such as creating monthly reports for clients, transferring payroll files into client databases, and assisting my team leader in special projects. I also processed forms for over 200 corporate clients.

Princeton, Nj

Working at a Remote Encoding Center for the United States Post Office, I keyed coded information required by the main computer while maintaining an excellent level of speed and accuracy.