Neil Paterno

Knowledge Management professional with 7 years of experience in architecting scalable knowledge frameworks, optimizing training and SLAs for contact center operations, and bridging initiatives across business and technical leadership. Proven ability to analyze needs, structure layered information, build high-level consensus, and drive deployments for enterprise clients.

AI Deployment Knowledge Management Specialist at Crescendo (2024-12 – Present)

• Drives the planning and implementation of enterprise knowledge bases for AI ingestion; Deep dive discovery, content analysis and curation, and continuous maintenance of knowledge bases on Zendesk, Salesforce, Gorgias, and other CRM tools.
• Writes and structures documentation according to ingestion readiness metrics using taxonomy, bias signals, metadata tagging, and formatting standards.
• Maintains productive relationships with client leadership and internal stakeholders, from pre-deployment planning to Go-Live to post-deployment optimization, to influence adoption of Single Source of Truth strategy and documentation standards.
• Works with Engineering Group (AI Deployment Engineers, Platform Support and Product Managers) and Contact Center Operations leaders to resolve live issues and improve AI assistants' service delivery.

Training & Knowledge Management Specialist at Vaco (Roku Program) (2023-06 – 2023-10)

• Executed full audit of training assets for the North America program, assessing content accuracy and alignment with product rollouts.
• Represented Roku in curriculum assessment and monthly business reviews with offshore BPO vendors.

Internal Consultant at Vaco (Center of Excellence) (2022-10 – 2023-06)

• Delivered operations, training, and knowledge management consultancy and support to program managers, trainers, and leads supporting Roku, Netflix, and Google Engineering programs.
• Assisted the Philippines Business Manager in developing program-level onboarding KPIs and WFH policies for new businesses.

Operations Supervisor at Paymentwall Inc. (2019-09 – 2022-08)

• Managed service delivery across CRM, Merchant Support, Payments Monitoring, and Risk & Verification teams, overseeing SLA reporting, quality coaching, and team lead performance.
• Facilitated resolution for Level 3 escalations and Trustpilot cases, protecting customer trust and enforcing operational reliability.
• Designed and delivered a global products training module and launched a Manila-based junior leadership program to strengthen internal talent pipelines.

Management Trainee at Paymentwall Inc. (2018-09 – 2019-09)

• Assisted CRM and Merchant Support team leads with quality reviews, KPI tracking, and reporting to country and global management teams.

Bachelor of Science in Management Accounting – University of Santo Tomas (2014 – 2018)