Cayla Close
Program Manager, Ccts & Cea at Rogers Communications
Based in Canada
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Seniority
Manager
Department
General Business & Management
Location
Canada
Industry
Telecommunications
Company size
28K
Contact information
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c•••••••@rogers.com
Phone
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Background
About Cayla Close
As a Program Manager at Rogers Communications, I work to prevent CCTS escalations and with our CEA team to proactively resolve customer complaints utilizing different methods including AI. I lead a team of 3 senior analysts, 1 program lead and a team manager with their direct reports. Our team not only gets to identify trends and common drivers, we get to implement the resolution. That could be creating reporting to set up the teams for success, or building new programs to mitigate volume cross functionally. We work collaboratively as we all have the same goal of ensuring our customers get the best customer experience
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