Newark: Gateway Group One has named Joanne Paternoster the former director for Customer
Services and Standards in the Aviation Department of the Port Authority of New York and New Jersey as Chief
Customer Experience Officer (CXO) for Gateway Frontline Services a Gateway Group One company.
At the Port of Authority for New York and New Jersey Ms. Paternoster developed its
Airport Customer Service Improvement Program that approached services holistically. It
determined a shared vision and common agenda for the airport operator and its business partners; established
a comprehensive standard for service, award winning signage and terminal design and implemented a performance
management and communications program that improved customer satisfaction across all three major New York
Metropolitan area airports. An internationally renowned speaker and subject matter expert, Ms. Paternoster
frequently leads customer service forums for major industry associations around the world.
"For Gateway Group One, Ms Paternoster will take our customer-centric strategy to the
next level providing our clients with outstanding service and incomparable depth of experience and counsel.
She will be able to show our clients how to enhance the experiences of their customers while improving their own
organizational efficiency and effectiveness as well as their financial performance," said Gateway Group One
CEO Kurus Elavia. "She will institutionalize the customer’s voice at Gateway Group One, expanding our
service offerings to include management consultancy and development, and manage our continuous improvement
process. She will enhance current customer services class room and online training programs. She will continue
her work as a customer service thought leader and represent Gateway Group One internationally. We are very
pleased to have her on board."
Founded as Gateway Security Inc. in 1979, Gateway Group One is composed of several privately
held companies headquartered in Newark, NJ that provide security and frontline customer services to the largest
corporations, healthcare facilities, entertainment venues and transportation hubs in the New York metropolitan
area. Employing over 4000 people in the greater metropolitan area, the company is known for its superior
executive-level client service and expert recruitment, employee retention and training through its Frontline
Academy. Gateway Group One is a member of the Inc. 5000 fastest growing companies in America. Gateway Security
Inc. was recognized as the Fastest Growing Urban Company for three consecutive years by
Inc. Magazine. In 2004, Gateway Security was named the New Jersey Family Business of the Year
by the Rothman Institute Family Business forum at Fairleigh Dickenson University.