Daniel Dischino Email & Phone Number

Peabody Ma

• Responsible for all day to day operations for the Client Care Remote Center for all US and Canada customers• Responsible for the coaching, development, and training for 36 client care employees, located all across North America, and including Representatives, Leads and Supervisors• Responsible for achieving all daily metrics including, abandonment rate, average speed of answer, service level, and orders placed by cut-off• Work with other Client Care departments to create a one company mindset• Handle escalations beyond a supervisor level• Coordinate and provide feedback for all office employees • Work directly with the VP of Client Care and other senior leaders on forecasting changes needed

• Author of poetry book “Conscious Energy” with Sunny Day Publishing Available on Amazon and other online booksellershttps://www.amazon.com/Conscious-Energy-Daniel-Dischino/dp/1948613174/ref=sr_1_2?crid=2N2ICR13WAZU2&keywords=dischino&qid=1692794946&sprefix=%2Caps%2C270&sr=8-2o Published in The Red Hibiscus Anthologieso Published on allpoetry.com Co-host of Exploring Ekphrasis and Double Helix poetry radio podcasts on Blog Talk Radio Regular participant and featured on Late Night Poets Radio showso Published with writer LeeAnn Roberts on chapter and book introductory poems for an autobiography and fantasy romance novel Immortal Magico Collaboration with Rachel Walker Trio on Lyricso Available for collaboration

Cambridge Ma

• Handling all customer inquiries, questions, and sales in a retail environment• Providing triage for customer as an on-point employee• Keeping up with trends and training to provide the best customer service possible• Assist other team members as needed• Assist in opening and closing the store• Worked as first line customer contact during the 2019 launch

Boston Ma

• Manage and coordinate training schedule for the Enablement Team• Work directly with customers on six continents to develop and coordinate personalized training plans• Responsible for the general management of the enablement plans for all Fuze customers• Part of a team that developed and implemented enablement team methods and procedures

Greater Boston Area

•Manages Fuze trainers and Client Enablement Specialists who are responsible for ensuring all customer training needs are met on a global scale•Works closely with Project Managers and other Fuze employees to ensure all trainings meet customer needs •Manage the update and creation of all customer facing training materials•Responsible for the hiring process of new trainers from working with HR on initial screening to conducting interviews as well as facilitating the on-boarding process

Cambridge Ma

•Responsible for coaching and development of all customer and corporate trainers within the United States•Schedules and coordinates all U.S. and international based customer and employee trainings.•Works closely with Project Managers to ensure all trainings meet customer needs and schedules•Coordinate all public, on-line, and on-site trainings •Create and implement new customer and corporate trainings as needed •Facilitate on-line and on-site trainings•Develop and create training documents for ThinkingPhones products and product integration•Facilitate product integration training•Responsible for the hiring process of new trainers from working with HR on initial screening to conducting interviews as well as facilitating the on-boarding process

Greater Boston Area

Managed a team of 20-100 employees to meet multiple daily/monthly metrics• Responsible for coaching, developing and holding accountable Service Reps to meet corporate goals including, but not limited to; sales, productivity, NPR, attendance, all aspects of customer service• Developed and implemented specific plans for each rep based on their skills and abilities. Followup on plans to insure reps are developing and improving• Developed and implemented specific motivations to help achieve specific goals• Experience in all Levels of a call center from initial hiring to all daily functions including seniorrep and management coaching, development and motivation• Monthly/weekly reviews to celebrate strengths and discover opportunities for improvement byanalyzing sales/productivity data• Daily face to face contact with reps to keep the office focused, positive and motivated• Participated in multiple customer events including Deaf Nation and the Boston Disability Expo• Facilitated hands on lab based trainings on all computer based products and Fios TV for allrepresentatives▪ Set up, maintained, and showcased all Fios demonstration centers• Contact for all IT personnel concerning systems and Fios• Hands on/classroom training for all new updates and procedures• Knowledge of Avaya ACD and NICE IEX Totalview 2015 Team Leader Accomplishments;• 103% to revenue objective year to date• 100% Net Promoter Score YTD• Brought new 2015 team revenue from 87% January 120% in May• 100% coaching/observation attainment year to date• Moved new 2015 Team from 96% attainment of productivity in January to May2014 Team Leader Accomplishments;• General Revenue 103.5% attainment• Strategic Products 125.6% attainment• 107% First Call Resolution attainment• 90%Net Promoter Score YTD (130% attainment)• 30% close rate for Fios data upgrades (100% attainment)• 100% attainment for Productivity(Other data and previous years metrics exceeded and available upon request)

Greater Boston Area

Responsible for all aspects of training for sales, service and disability employees including management. Recently certified Verizon Training ManagerConsistently met all training objectives and metricsHandled all aspects of training materials including creation, implimentation and updates. Hands on/classroom training for all new updates/procedures/service alerts Daily hands on support for management and non-management employees concerning all aspects of the call center. Subject Matter Expert for Fios TV/Internet for the New England Customer Sales and Service Centers.Developed and implemented multiple workshops based on corporate need to increase knowledge and sales production.Support and primary contact for all other departments concerning residential products and services.Part of the team that developed many procedures for Residential FIOS including win back, Engineering callback, and national Internal Help Desk process.Part of team that established the first interactive fiber optic TV/internet product lab for Verizon.Responsible for maintaining and training for the New England Fiber labs including corporate demonstrations. Managed and supported the New England Specialist group consisting of fifty reps in 11 different officesSpecialist Group responsible for processing, customer contacts, and supporting all issues concerning the specialist Function. Specialist function includes foreign exchanges, hunting, ISDN, off premis extensions, intellidail and alarm systems.Contact for all IT personnel concerning systems and Fios as well as partnering with IT management to test and evaluate new trials, systems, and processes. Responsible for all system and process support, as well as handling all customer escalations for the Sales, Service and Disability centers.Responsible for fixing and coordinating the support for all system issues.Security Officer Verizon ID maintenance and initial set up for all Andover FIOS employees

Andover Ma

•Responsible for sales and customer service in an in-bound call center environment•Consistently met sales, productivity and attendance goals•Often set up in an acting manager role •Coached new hires