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

• 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&key.

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

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

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.

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