megan rogers

* Monitors Call Center performance and gives feedback where improvement is needed * Analyze reports regarding performance * Perform project management based tasks * Give direct supervision to reports within the call center * Handle escalated calls * Perform live monitoring and quality assurance training * Prepares performance appraisals, monthly progress analysis and improvement plans * Perform policy, product and procedure training * Conducts corrective action up to and including termination

* Handle Escalations from Customer Service Representatives * Advise and Train Customer Service Representatives on policies and procedures * Work on special projects within the call center * Work directly with upper management to ensure customer service and consistency throughout the call center * contacts with internal departments to provide an efficient customer experience and utilize problem solving techniques

* Handle disconnection calls for Optimum West division of Cablevision primarily based in Billings, MT and Optimum in Piscataway, NJ * Attempt to prevent customers from disconnecting or downgrading service * Fact find to identify reasons why customers want to remove or downgrade services * Utilize customer service and sales skills to hinder customers from modifying services

* Provide customers with knowledge about cablevision products and services * Address billing concerns including but not limited to pro-rates, billing cycles, monthly charges, billing disputes and collection charges * Perform basic troubleshooting procedures related to TV/IO equipment * Assist in fielding calls to appropriate departments * Perform Floor Coordinator duties, assist representatives with questions and concerns on policies and procedures of Cablevision Cable and Communications departments

* Deliver customer and performance based training * Assist in the development of training materials and content contribution * Work closely with the business to determine training needs for the operation

Activities and Societies: Member Eta Sigma Delta, Member Phi Zeta Kappa