Do you deal with difficult co-workers, clients, or customers? Are you anxious when presenting in front of large groups? Join a panel of industry professionals who navigate intense customer interactions every day and learn how to “keep your cool.” You’ll have the opportunity to understand how to remain calm during a stressful situation or conversation, how to stay patient, and how to tap into your empathy.

“Nothing gives one person so much advantage over another as to remain cool and unruffled under all circumstances.” -Thomas Jefferson

This event series is free for WICT members, and $15 for non-members.

Not currently a member? Click here to join WICT! 


About the Speakers: 

Jessa Clay is a passionate customer care specialist with experience in resolving escalated customer complaints, advanced troubleshooting, and billing questions. She loves to work in teams and collaborate to creatively solve problems, and believes that it’s important to consistently cultivate growth through transparency, trust, and teamwork. She is on the Career Development board in the Women’s Network, and achieved Elite status in 2020.


Shannon Ross manages NCTI’s customer care team, which is known across the industry for their highly personal approach, dedication, and service excellence. In addition, Shannon serves as lead for the company’s college program with its educational partner Arapahoe Community College, which supports students working towards their certificate/degree. Shannon joined the NCTI team in 2002, and brings more than three decades of customer service experience to her current role.


Brian Lucyk is a Managing Director at Slalom where he supports the Industry Expert, Marketing and Alliance teams. Prior to this role, Brian spent 20 years in both industry and consulting focused on communications and technology companies. His roles have included everything from finance and investor relations to procurement and operations management. Through that broad experience, Brian is often pulled into high impact customer and partner interactions including customer escalations and strategic negotiations. He is excited to share how he approaches every interaction from a humanistic standpoint and how that shapes his leadership and customer interaction philosophy.


Megan Rast is a Principal Accessibility Compliance Manager at Charter Communications, where she manages compliance for customers with disabilities including FCC certifications, customer support and executive reporting. Customers with disabilities often have a more challenging time connecting with experienced and accessible support leading to escalations.  Megan lives by the motto “feedback is a gift,” striving to convert escalations into process improvements with empathy and business sense. Previous to her current role, she managed supplier diversity at Charter, and has led supplier diversity and/or sustainability functions at three companies in the Fortune 500.  Megan holds a bachelor’s degree in Environmental Studies from Dartmouth College and an MBA from University of California Berkeley’s Haas School of Business with a focus in Social Impact and Sustainability.

  • August 26, 2021
    12:00 pm - 1:00 pm
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