1. Megan Rogers
Objective
To obtain a position that will utilize my customer service skills and business
proficiencies to ensure productivity and efficiency within the organization
Education
Bachelor of Science in Hotel and Restaurant Management, May 2007,
Fairleigh Dickinson University, Teaneck, New Jersey
Honors
 Graduated with distinction of Magna Cum Laude
 Recipient Dean’s Award, 2005
 Dean’s List
 Member Eta Sigma Delta, International Hospitality and Tourism
Management Honor Society
 Member Phi Zeta Kappa, FDU Honor Society
Work Experience
Customer Service Supervisor, Inbound Call Center
Cablevision Systems Corporation, Newark, New Jersey
September 2014- Present
 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
Awards and Accolades
 Customer Excellence Award- December 2014

2. Customer Service Team Lead, Inbound Call Center
Cablevision Systems Corporation Newark, New Jersey
April 2013- September 2014
 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
 Maintain contacts with internal departments to provide an efficient
customer experience and utilize problem solving techniques
Awards and Accolades
 Customer Experience Award June 2014
Inbound Retention Representative, Optimum & Optimum West
Cablevision Systems Corporation Piscataway, New Jersey
November 2011-April 2013
 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
Customer Service Representative II, Inbound Call Center
Cablevision Systems Corporation Newark, New Jersey
September 2010-November 2011
 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

3.  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
Awards and Accolades
 Silver Award Recipient: 3rd Quarter 2011
 Bronze Award Recipient: March 2011, April 2011, June 2011, September
2011
 XSP (Extreme Service Provider) Recipient: May 2011
 GARP Award (Great Attendance Reward Program)
Management Assistant
Enterprise Rent-A-Car Northern, New Jersey
October 2007-September 2010
 Work in several Enterprise Rent-A-Car branches throughout Northern New
Jersey
 Assist customers in a timely manner with rentals
 Perform Marketing/Sales Calls with upper management and co-workers
on a consistent basis
 Communicate with accounts from various segments to secure and grow
business and ensure customer satisfaction
Awards and Accolades
 Elite Club: April 2009, June 2009
Banquet Coordinator
Hyatt Hotels & Resorts Morristown, New Jersey
May 2007- September 2007
 Assist with special projects and events relating to food & beverage
department of the hotel
 Facilitate key communication within different departments of the hotel
 Assist banquet managers with daily functions and responsibilities

4. Food & Beverage Intern
Hyatt Hotels & Resorts Morristown, New Jersey
June 2006-May 2007
 Gain experience in Food & Beverage department of the hotel
 Shadow Food & Beverage managers and work on special projects
 Work in all outlets of the Food & Beverage department
Awards and Accolades
 All Star of the Quarter, December 2006
Learned Work Experience
President of the Hotel Society Club at Fairleigh Dickinson University
September 2006- May 2007
 Responsible for overseeing club events and functions
 Manager of the Annual Scholarship Dinner
European Seminar Switzerland
March 2007
 Ten day study abroad experience in Switzerland
 Toured hotels & restaurants within various parts of Switzerland
References Available Upon Request