Center Representative Call

CATHERINE BRAGOLI

** ******* **** **** ********, NY 11940 · 631-***-****

**********@*********.***

Motivated, results-driven operations employee with extensive experience in multi-service operations. My work experience covers a broad spectrum from billing to customer service to dispatch. Demonstrated ability secures common goals across functional groups with exceptional problem solving, leadership, and communication skills. At this time in my professional career, I am able to continue and am enthusiastically seeking to continue on the path toward my professional goals to benefit the company as well as myself. JAN 1989 – FEB 2017

MANAGER, CSC NYMA

Charter Communications acquired Cablevision in June 2015 and I ended my 30-year career with Cablevision, and voluntarily accepted early retirement offered by parent company. EXPERIENCE

2013 – 2017

SUPERVISOR, VIRTUAL DISPATCH OPERATIONS, CSC NYMA

Provide coaching and development to the team 15 to 20 VDR’s through daily side by sides and monthly coaching’s. Successfully handled employee issues as required, with a strong emphasis on conflict resolution and teamwork. Trained and developed new and existing employees in all areas as needed for each department. Communicate successfully with management to ensure the department goals are being met, while maintaining the standard of efficiency and striving for growth. I voluntarily accepted early retirement offered by parent company. 2003 – 2013

LEAD DISPATCHER, VIRTUAL DISPATCH OPERATIONS, CSC NYMA Overseeing floor operations as well as provide guidance to dispatchers as well as techs in our field operations. Mentoring dispatchers to further their career path. I have been responsible for the department monitoring, which includes but is not limited to, feedback of calls interacting with internal customers as well as external customers. The process also includes a scoring system, which I was instrumental in helping create as well as the guidelines. I retrieve, document, and review statistics for each dispatcher as it pertains to calls throughout the day. 1998 – 2003

ACTING SUPERVISOR ROLE EAST END CSC MULTIPLE DEPARTMENTS Responsible for Billing and Collections, Walk-In, and Dispatch departments. Performed all performance evaluations, tracked employee attendance, and staff scheduling, which encompassed a seven day, 16 hour coverage criteria. Supervised the coaching and development of our employees’ toward their career path goals. Responsible for the day-to-day activities up to 21 employees during my tenure. Instrumental in overseeing the daily, weekly, and monthly reporting of all 3 areas, which also included Quota for a short time.

2

JAN 1989 – 1998

CALL CENTER REPRESENTATIVE, EAST END CSC RIVERHEAD During my first few years here I was trained in various areas of customer service as well as warehouse procedure. This included but was not limited to customer interactions, service troubleshooting, booking service appointments for customers, programming converters and tracking technician daily work

AUG 2018 – MARCH 11, 2019

INTERNET VOICE REPAIR TECH 1 CALL CENTER REPRESENTATIVE – MIDDLETOWN, NY I underwent a spinal surgery in Jan 2017 and upon recovery, I applied for and briefly held a full- time position as an Internet Voice Repair Tech 1. This was a “foot in the door” position at which I expected to move up to management, given my previous 30yrs experience in the field. SKILLS

I am proficient in Word, Excel, Access, In-Touch, Remedy, and Cable data PC programs, NOVA, TRIO, DHG, Cable Card Blue Page, JSIML, Line Remapping, Genesys, DART, IDA, Ultra and Aspect Management, as well as most all other programs used in Virtual Dispatch Operations call center. I’ve attended numerous Management seminars, as well as continued participation in several management Committees.

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